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Use the search to find answers in the Partner Help Center
Contact Galaxus via Partner Portal
If you have a specific concern that is not answered in the Partner Help Center, please contact us directly via the Partner Portal (CH and EU).
Use the Help Button, which you will find in the lower right corner of the page when you are logged in. Your request will be routed automatically to the right team.
How the Support Process Works
Once you click the Help Button, a support form opens. Please follow these steps to submit your request as efficiently as possible:
Step 1 – Click the Help Button
Log in to the Partner Portal (CH / EU) and click the Help button in the bottom right corner of the screen.
Step 2 – Select a Category
Choose the category that best describes your request. Selecting the correct category ensures your ticket is routed to the right team immediately — reducing processing time. See the category overview below.
Step 3 – Select a Subcategory
Once you have chosen a category, a list of subcategories will appear automatically. These subcategories help us understand exactly what your request is about and get it to the right person straight away.
Important: Always pick the category first — the order matters!
The subcategories shown depend entirely on the category you selected. If you choose the wrong category, you will only see subcategories that belong to that wrong category — and your request may end up with the wrong team. So please take a moment to pick the right category first, then choose the matching subcategory.
Step 4 – Describe your request
Provide a clear subject line and a detailed description of your concern. Include relevant details such as order numbers, product IDs, or screenshots where applicable.
Step 5 – Submit & receive confirmation
After submitting, you will receive an automatic confirmation via email.
Track your requests: You can view all your open and resolved tickets directly in the Partner Portal under My Requests.
Step 6 – We get back to you
The responsible team will review your request and respond as quickly as possible. You will be notified by email as soon as there is an update.
Category Overview
Choosing the right category is important — it ensures your request reaches the correct team without unnecessary detours. Each category also has its own set of subcategories, which only appear after you select the correct category. Please refer to the table below:
Category | Use this for… | Examples |
|---|---|---|
Katalog / Catalogue | Questions or issues related to your product listings, assortment, or catalogue data | Missing products, incorrect product data, GTIN issues, images, attributes |
Bestellungen / Orders | Questions or issues related to purchase orders and deliveries | Missing order confirmation, delivery discrepancies, order cancellations |
Performance SLA Cancellations | Topics related to SLA compliance, performance metrics, and cancellation rates | SLA breaches, cancellation disputes, performance report queries |
After Sales | Post-purchase topics such as returns, complaints, and customer service cases | Return processing, customer complaints, after-sales disputes |
Finanzen / Finance | Billing questions, payment issues, invoices, and credit notes | Invoice discrepancy, missing payment, credit note request |
Einstellungen / Settings | Changes to your account settings, master data, or technical configuration | Address change, contact person update, EDI/API settings, onboarding questions |
Tips for Faster Processing
✅ Always select the correct category first — the subcategories shown depend on it.
✅ Include relevant reference numbers (order ID, product ID, invoice number).
✅ Attach screenshots or documents where helpful.
✅ Submit one request per topic — avoid combining multiple issues in a single ticket.
❌ Please do not submit duplicate tickets for the same issue, as this slows down processing.