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Customer stories
Heureka GroupMerchant onboarding

Heureka activates ~60 new merchants a week and no correctable merchant is lost.

~60

new shops audited and activated a week

0

declined merchants left untracked

€50–150K

merchant revenue per year

A declined merchant was activated only if someone remembered to look.

Onboarding a merchant onto a marketplace means verifying that the shop is real and legal, that its product data meets the platform's standards, and that customers can trust what they will see.

Done manually, it is hours of specialist work per merchant.

The follow-up was the weak point: a declined merchant who fixed their shop three weeks later was activated only if someone remembered to look.

Every merchant waiting to be onboarded is revenue standing still, and every declined merchant nobody follows up with is revenue lost for good.

Before

  • The compliance audit took hours of specialist work per merchant
  • Audit depth varied with the workload
  • Declined merchants were followed up from memory and often lost
  • Time to activation depended on the queue

After Duvo

  • The full audit runs in minutes and the specialist validates the decision
  • Identical, complete audit on every merchant with a full evidence trail
  • Declined merchants are reminded, re-checked, and activated when fixed
  • Audit on demand, so merchants start earning sooner

Duvo has been an amazing partner in this journey so far. We are glad to partner with Duvo on our AI transformation and it's really exciting to see how quickly it spreads across the company and adds value.

Jan Knettig

Product Leader, Heureka

The workflow from signal to outcome.

01

Audits the shop and the feed

Duvo runs the complete compliance audit on every new merchant: the shop, the legal requirements, and the product feed, against the marketplace's full rulebook.

02

Prepares the decision

It reaches a decision and hands it to the onboarding specialist, who validates it instead of performing the checks.

03

Answers the merchant

The merchant receives a clear answer with a concrete list of anything to fix.

04

Recovers declined merchants

Duvo reminds declined merchants, re-checks their corrections, and activates them the moment they qualify, or closes the case cleanly if they never respond.

Outcome

~60 new shops audited and activated a week

Systems involved

Merchant shops and product feeds, Marketplace compliance rulebook, Merchant communication, Onboarding case records

Control points

  • Every new shop and its product feed is audited against the marketplace's complete compliance rulebook before a decision is prepared, and the onboarding specialist validates the decision.
  • A declined merchant stays open until its corrections are re-checked and it qualifies, or the case is closed with the reason recorded when the merchant never responds.

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