New
Wharfwell for Mirakl marketplaces
Mirakl marketplace orders on the ticket: refunds, cancels, tracking and replies, all logged.
Works with
Support
Developer
Great Work LLC
About this app
Every Mirakl marketplace order in the ticket, and the fix one click away. When a marketplace emails you about an order, Wharfwell finds the order id in the ticket and shows the order next to it, from whichever Mirakl-powered marketplace it came from. Agents you allow can accept orders, add tracking, refund or cancel lines, resolve incidents and reply in the order's thread. Every action is written to the ticket as an internal note.
Connect up to five Mirakl-powered marketplaces in one install, each with its own shop API key. Wharfwell is built by Great Work LLC. It is not made, endorsed or certified by Mirakl or Zendesk. Mirakl is a trademark of Mirakl SAS.
All your marketplaces, one sidebar
- Found from the ticket: Wharfwell reads the order id in the notification email (or a ticket field you choose) and looks it up on every connected marketplace at once.
- Each order in full: lines with SKU, price and state, refunds, cancellations, open incidents, shipping, tracking and dates.
- The message thread on the order: the latest customer and operator messages, with a flag when the marketplace is waiting for your reply.
- Look up anything else by order id, reference or email, and insert the order status in your reply.
Actions with guard rails
- Accept or refuse a new order, line by line.
- Add or change tracking, with the marketplace's own carrier list, then mark the order as shipped.
- Refund lines after shipping, with the marketplace's own refund reasons. A refund never goes past what is left on a line.
- Cancel lines or the whole order before it ships, and resolve open incidents.
- Reply in the order's thread to the customer, the operator or both.
Every action shows a confirmation before anything is sent.
- You decide who may act: admins only by default, or agents, custom roles or groups you list. Each kind of action can be switched off, and refunds above a limit you set need an admin.
Logged on the ticket, every time
- Each action adds an internal note with the order, lines, amounts, reason and agent, plus a tag for views and reports.
If the marketplace's answer gets lost, Wharfwell reads the order again, so an action is never sent twice.
What Wharfwell does not do
It does not turn new marketplace messages into Zendesk tickets.
Searching by email covers the last 30 days (up to 300 orders per marketplace).
Returns and attachments are not shown yet. Each marketplace decides which actions it allows shops, and some review refunds before paying them out; Wharfwell shows the marketplace's own answer when it refuses something.
Plan (billed monthly by Zendesk)
Standard: $5 per agent per month. Every feature and up to five marketplaces are included. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Your shop API keys are stored as Zendesk secure settings. They never reach agents' browsers: Zendesk adds each key to requests on the way to that marketplace, and only to the API host you entered for it. Wharfwell has no Great Work server, keeps no copy of your orders, messages or Zendesk data, has no export, sends nothing to Great Work or anyone else (not even usage statistics), does no background work and uses no AI.
Support
Email hello@greatwork.company. We reply within one business day.
App details
How to install
- For each Mirakl-powered marketplace you sell on, sign in to its seller back office, open your user menu and copy your API key (generate one if there is none; generating a new key replaces the old one). Find the marketplace's API host in its seller API documentation or ask its seller support: it is a host name like
yourmarketplace-prod.mirakl.netormarketplace-api.example.com. Install Wharfwell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Under Marketplace 1, enter a Name your agents recognize (shown in the sidebar and in ticket notes), the API host (host name only, in lowercase: no
https://, no path) and the Shop API key. Zendesk stores the key as a secure setting; agents never see it and Zendesk only sends it to the API host you entered. - Optional for each marketplace: the Shop id (only if your key reaches several shops), a Back office link for "Open in back office" (it may contain
{order_id}), and the Brands whose tickets search this marketplace first. Add up to four more marketplaces the same way. - Optional: a Ticket field with the order id (its numeric id) if your team or a form records the order id there, and how many days of orders Search by email may read (30 by default, 0 turns it off).
- Choose Who may take actions:
admin(the default),agentfor everyone, custom role ids, orgroup:<id>for groups, separated by commas. Switch each kind of action on or off, and set the Largest refund without an admin (0 means no limit). Open a ticket about a marketplace order, for example a marketplace's notification email. Wharfwell finds the order id and shows the order in the sidebar. Actions write an internal note on the ticket.
If the sidebar says a marketplace did not accept the key, paste the current key from that marketplace's back office. The setup guide at https://greatwork.company/apps/wharfwell-for-mirakl-marketplaces/docs has the details.
Wharfwell creates nothing in your Zendesk account. It adds internal notes and wharfwell_* tags to tickets only when an agent takes an action; they stay if you uninstall. Uninstalling deletes the stored keys.
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