Partners & Integrations / Decathlon Marketplace (Mirakl)

DECATHLON MARKETPLACE × NEXREPLY

Sporting customer service deserves an operational platform. No follow-up stress or inbox chaos.

Q: Does NexReply work directly with the Decathlon Mirakl API?

Yes. NexReply connects directly to the Mirakl API used by Decathlon. This means real-time access to orders, shipping statuses, return information and customer messages, without having to open the Mirakl portal manually.

Q: What if a customer query is too complex for automation?

NexReply then routes the message to your team, including the complete context: order data, previous messages, fulfilment status and a suggested reply. Your employee only needs to review and send it.

Q: Can I also use NexReply for my other sales channels?

Absolutely. NexReply is built for multi-channel sellers. Besides Decathlon, we connect to bol.com, Amazon, MediaMarkt, Shopify, WooCommerce and more. One platform for all your customer service workflows.

Q: How does NexReply differ from a chatbot or AI agent?

A chatbot responds to text. NexReply responds to what is actually happening in your operation, such as order status, shipping data and return processing. It is an established platform with API integrations, business rules and human control. Not an experiment or a black box.

Q: How quickly can I go live on Decathlon?

NexReply is an existing platform. Implementation consists of configuring your Mirakl integration, query types and business rules. After a controlled review phase, during which your team still approves every reply, you gradually switch to full automation. On average, you will be live within 2 weeks.

Decathlon is the world's largest sports brand, and its marketplace is growing rapidly in the Netherlands. But as a seller on the Decathlon platform through Mirakl, you know that customer questions about running shoes, returns of camping equipment or delivery times for cycling accessories quickly pile up.

The Decathlon portal was not built for quick responses. Customer service via Mirakl is slow, manual and fragmented. NexReply changes that. We connect directly to the Decathlon Mirakl API, retrieve real-time order, shipping and return data, and generate a correct, personalised response within seconds.

Not a chatbot that pastes standard phrases. An existing operational platform that understands what is happening in your order flow and responds in a controlled way. Take Wandelsok, an outdoor seller on Decathlon that receives dozens of customer queries every day. With NexReply, these queries are automatically enriched with up-to-date data and answered in their own tone of voice.

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How it works

From customer enquiry to accurate response, without logging in to Mirakl

A customer emails: 'Where is my tent?' Previously, you searched manually in the Decathlon Mirakl portal, then Picqer, then Sendcloud. NexReply does it all at once:

1

Recognise message

Recognises the question type (order status, return, sizing advice or delivery time) and links it to the right workflow.

2

Match Decathlon order

Automatically finds the correct order via the Mirakl API, even for customers with multiple orders.

3

Retrieve operational data

Retrieves real-time information from Decathlon Mirakl, your WMS (Picqer\/Monta) and carriers (PostNL\/DHL).

4

Check business rules

Checks your own rules: return policy, compensation limits, escalation thresholds and Decathlon's SLA standards.

5

Compose response

Writes a factually correct, personalised response in your tone of voice, using natural language.

6

Send or review

When confidence is high: sent immediately. When in doubt: ready for review by your team, with all the context included.

💡 On average, a Decathlon seller saves 12+ hours per week on manual message handling.

Why Decathlon Marketplace support differs from your own webshop

Decathlon runs on Mirakl, a separate ecosystem with its own communication rules, SLAs and customer portal. That makes customer service fundamentally different from your own webshop.

The reality

The Mirakl portal is not a helpdesk

Messages come in via the Decathlon Mirakl portal, separate from your own ticketing system. Two inboxes, two workflows, double the work.

Sporty customers expect speed

A customer buying running shoes for a race does not want to wait 48 hours. Decathlon's SLA requires fast responses. Your seller rating depends on it.

The same expectations in-store and online

Decathlon customers are accustomed to an in-store experience with immediate advice. Online, they expect the same service level, but through email.

Switching between systems takes time

You open four tabs for one customer enquiry: the Mirakl portal, Picqer, Sendcloud and your own helpdesk. That does not scale.

NexReply replaces that manual work with an operational system that connects Mirakl, your fulfilment and your carriers in one flow.

Why NexReply

Not an AI experiment. A working system for marketplace communication.

Many AI tools provide an agent that still requires you to build a solution yourself. NexReply is different. It is an existing operational platform with ready-to-use Mirakl integrations, business rules, human oversight and logging. The solution already works. You only need to configure it for your situation.

At NexReply, AI operates within the infrastructure and rules. Not the other way round. The platform recognises customer enquiries, enriches them with data from Decathlon Mirakl, Picqer, Monta, PostNL or DHL, applies your business rules and only then generates a response. Controlled, traceable and always with the option of human review. No black box. No hallucinations. No surprises in your inbox.

Automation

Which Decathlon questions does NexReply resolve automatically?

"Where are my running shoes?"

Automatic reply with up-to-date Mirakl order status, PostNL/DHL tracking and expected delivery date, including delivery attempt information.

"My order arrived damaged"

NexReply matches the order, checks fulfilment data and immediately offers a solution: redelivery, a return label or compensation according to your rules.

"When will I get my money back?"

Retrieves the return status from Mirakl and your WMS, showing processing status and the expected refund date. The customer does not need to call.

"Can I exchange this in-store?"

Typical of Decathlon: customers expect omnichannel service. NexReply explains the return policy and offers the correct alternative based on your rules.

Your stack

NexReply connects to your entire Decathlon operation

Decathlon runs on Mirakl, but your operation spans several systems. NexReply connects everything: from marketplace portal to warehouse to carrier. One platform that automates your entire customer service workflow.

Marketplaces

Decathlon

Bol.com

Amazon

MediaMarkt

Praxis

ANWB

Webshop

Shopify

WooCommerce

Magento

Lightspeed

Fulfilment

Picqer

Monta

Sendcloud

Shipping

PostNL

DHL

DPD

UPS

Helpdesk

Zendesk

Freshdesk

Trengo

View all partner integrations →

NexReply connects to virtually any system where customer data is available via the API.

In practice

How an outdoor seller on Decathlon automates 70% of customer queries

70%

Handled automatically

Resolved immediately without intervention from a support agent.

< 2 min

Average response time

Customers receive immediate answers, improving service results.

24/7

Always available

Always live, including evenings and weekends.

A Dutch outdoor seller active on Decathlon, bol.com and its own webshop received 80+ customer enquiries daily. The team constantly switched between Mirakl, Picqer and its mailbox. Response times rose to 24 hours, and errors piled up.

After implementing NexReply, Decathlon messages were automatically matched to Mirakl orders, enriched with shipping and return data, and answered in the company's brand voice. The team now only reviews complex cases. The seller score rose, and the workload fell.

Marketplace seller

Outdoor & Sport, Decathlon NL