Still have more questions?

If so, you can find answers to them here. We’ve combined the most common questions on this website and given concise answers to them. 

FAQ Section


What requirements must I meet to be able to sell on

You must have a German corporate legal form, a German VAT ID, act as a seller to end customers, offer a German-speaking  customer service and dispatch your goods from a German warehouse. Small businesses are excluded according to § 19 UStG. 

Which products can I offer?

Currently, you can offer products from the following product ranges:


  • Furniture & Living: household, furniture, home decor & accessories, home textiles (incl. beds & mattresses)
  • Fashion & Lifestyle: clothing (incl. accessories), jewellery & watches, footwear & bags
  • Electronics & Media: office supplies, home appliances, multimedia
  • Sports & Leisure: baby's accessories, sports equipment & outdoor, leisure (toys, musical instruments & craft and school supplies), erotic
  • Garden & DIY: DIY store, garden, pet supplies

For a detailed overview of which products you can already offer on OTTO Market and which ranges we do not yet offer please have a look at the assortment overview.  

Which products am I not permitted to offer?

It is prohibited to sell sand-blasted textiles and products containing Uzbeck cotton or real fur. We also have special requirements for products made using leather and hides, feathers and down, wool, tropical timber and endangered wood species.

You can find more information here:

List of prohibited products and Declaration on Sustainability


Currently, it is also not possible to offer products from all of the product ranges. These will be activated gradually over time. For a detailed overview of which products you can already offer on OTTO Market and which ranges we do not yet offer please have a look at the assortment overview.  

What fees are incurred if I want to sell on

You pay a monthly basic fee of 39.90 € which covers all costs. A commission will also be charged on every successful sale that is not returned by the customer. The commissions vary depending on the product group. For more detailed information about each product group and what commission applies to them, see the assortment overview.


I registered as an interested party. Why am I not getting my login details yet?

We are gradually opening up the marketplace to new partners and examining all inquiries personally and in detail. Why? We would first like to observe the technical processes very closely in order to be able to carry out optimizations immediately. After a successful check, you will then receive an invitation link for connecting to

How does the 2-factor authentication work?

Every time you log in, you are asked to authenticate yourself using a second factor after entering your access data. You have to configurate this factor at the first time. Please install a compatible authentication app on your smartphone or tablet for this purpose. OTTO supports the apps Google Authenticator and FreeOTP Authenticator. After successfully scanning the barcode via the app, you will receive a six digits security code on your smartphone or tablet, which you can use and enter directly into the field below. Did you receive an error message? Please try to scan the barcode again. When using the FreeOTP Authenticator you also have to delete your profile/token in the app (3 small dots -> "delete"). Afterwards scan the barcode again (in the bar "Scan QR code" at the top). The person logging into the OTTO Partner Connect Portal must be the same person on whose smartphone or tablet the authentication app has been stored and configurated. You can create up to four users at the portal so your colleagues can also log in.

What do I have to pay attention to during the legitimation process with the Solaris Bank?

Various steps are required to successfully complete the onboarding process. These include the legitimation check at the solarisBank. The legitimation check can only be carried out by a legal representative of the company. The implementation by an authorized signatory is not sufficient. Furthermore, the file name of the documents must not contain any special characters or umlauts. The preferred file format is the PDF format. Please make sure that you provide all required documents, otherwise the process will lengthen unnecessarily. In the last step of the legitimation process you have to identify yourself via video. You can do this using various devices (smartphone & tablet, computer & webcam).

Shipping & Returns

What settings can be selected in the shipping information?

You can use the shipping information to set which shipping service provider you work with and which shipping costs are incurred for each shipping type (parcel or forwarding agency). For freight forwarding goods, it should be noted that the shipping costs for the customer are made up of the standard shipping costs and the freight forwarding surcharge.

Which carriers can be used?

Currently you cannot use carriers other than Hermes, DHL or GLS. You can select your carrier in the OTTO Partner Connect Portal. Shipment tracking must be guaranteed. All orders and deliveries can only be carried out within Germany.

How does the returns process work?

If a customer wants to send a return, this must first be registered via the customers account. To do this, the customer clicks on "Return" in the "My orders" area for the relevant item, selects a reason for return and registers the return under "register return". OTTO now generates the return label from the data you have provided and makes it available for 14 days in form of a PDF. The shipping confirmation must therefore contain the parcel number of the return (Return-Tracking-Number).

Customers can print the return label themselves, stick it on the parcel and send the return.

What is the Return-Tracking-Number?

The Return-Tracking-Number is the tracking number of the return. Each parcel receives a tracking number as well for the delivery to the end customer as, in the case of a return, for the return journey to the seller.

Why does OTTO need the Return-Tracking-Number?

The Return-Tracking-Number is used to create the return label and to track the return. Each parcel also needs a tracking number for the return to verify that it arrived back at the seller.

Is the return Return-Tracking-Number chargeable?

The Return-Tracking-Number is not subject to a charge.
The costs are only incurred when the return label is actually used, i.e. a return takes place.

Services & Service Providers

What marketing options are available on OTTO Market?

You can use various marketing services to increase the visibility and sales of your products on enormously.

Currently, you can book these marketing services primarily as a managed service via OTTO Retail Media,'s central marketing unit. This means that you are advised, receive an offer and, if you accept it, the booking of the service is taken care of for you. You will then receive a detailed report. Advertising formats that you can book in this way include Sponsored Product Ads (SPA), InShop Promotion and Audience Extension. We recommend booking SPA at the beginning, so that you can quickly achieve a high visibility of your products, stand out from your competitors and directly increase your sales. Parallel to this, there is also a marketing service that is completely available in self-service in the partner portal OTTO Partner Connect: OTTO Display Network. Here you can easily book high-reach online campaigns yourself with just a few clicks. These are then played out in a network that includes known online advertising environments relevant to the target group. For this you also receive a reporting.

For further information or questions on the subject of marketing, please contact OTTO Retail Media.

What payment methods are available for my customers?

The following payment methods are available: purchase on account, advance payment, credit card and payment by instalments.

Does OTTO offer protection against online fraud?

Yes, because your customers are also customers on, which means they have passed a credit assessment. This is how we ensure that your customers pay their dues.

Which technical service providers can or must I use?

As a retailer on OTTO Market, you have the option to work with other service providers with whom we are currently also partnered. This option is not compulsory, but simply offered to assist you with your marketplace activities and make selling on faster and easier. If you are interested in such a cooperation, please see the overview of service providers we already work closely with. Of course, cooperation with other service providers is also possible.

Feedback & Complaints

How can I submit a formal complaint?

A high standard in all our services as well as a fair cooperation based on partnership are our focus. If you do have a reason for a complaint or criticism, please do not hesitate to contact us. OTTO-Market-Support gratefully accepts your concerns and will examine them immediately. To submit a complaint or criticism, please proceed as follows: 


1. Create a ticket in the Partner Help Desk and select "Feedback" (subcategory "Comment, Praise, Criticism") as the category for submitting feedback. If you would like to submit a complaint, please select the category "Legal violation" with an appropriate thematic subcategory (e.g. OTTO Terms of Use, Technical Problems, Sanctions, etc.). 


2. In the subject line, please tell us the topic, such as one of the above-mentioned examples of use. 


3. In the field "Description" please describe your request. 


As soon as you send your request, a corresponding ticket with an associated number will be created, through which we will contact you. The more information you provide about your request, the faster and easier the subsequent review will be for us. After receiving your request, we will do our best to get back to you as soon as possible, usually within 24 hours (working days). 

How many formal complaints have already been submitted?

The following table is intended to give you an overview of how many complaints/criticisms were submitted to us in the period May 2020 - May 2021:

CategoryNumber of complaints/criticism submitted
Connection Process1
Logistics Processes5
Product Data Management5
Sanctions & Other Conduct by OTTO1
Support Availability & Functions3
Technical Interfaces1

All complaints/criticisms were examined in detail and resolved in full. The average processing time for an inquiry (from receipt of the inquiry to the final response) was 9.5 days. The processing time depends on various factors such as the scope of information, clarification of the facts and any queries.