Frequently Asked Questions

Before products are live:

Q: My product is published in Mirakl, why is it not on the site?

A: It will take up to 7 working days for a product to go live on the John Lewis site after being published on Mirakl assuming offers have been added

Q: How do I speed up new products going live? 

A: Providing data in advance of having offers will allow a quicker launch once stock does show on the system

Q: Do you review all data in Mirakl?

A: We will only be reviewing and accepting products that are marked in Mirakl as “valid data”

Q: What is the SLA for reviewing new products in Mirakl?

A: Assuming they are showing valid data we aim to review any new products within 48 hrs (Monday-Friday)

After products are live:

Q: I need to upload some new data via a template, can I use an old one?

A: When uploading products please download a new template from Mirakl to ensure it is the latest version

Q: I need to make an amendment to my data that is already published in Mirakl, what do I need to do?

A: Data updates do not automatically flow from our systems after being marked as published. Any data that is updated on Mirakl after a product is published must be shared to the team inbox productsetup.directtocustomer.sor@johnlewis.co.uk

Q: I need to change some images to a published item, what do I need to do?

A: If you want to update/add images after a product is synchronised this must be done in our Lets Flo image portal. Please reach out to productsetup.directtocustomer.sor@johnlewis.co.uk when you need an account set up

Q: How do I use Lets Flo?

A: Please see guide here: https://www.jlpsuppliers.com/content/jlpsup/jlp-suppliers-homepage/product-launch-operations/PortalGuide.html

There is also a help section in the bottom right corner of Lets Flo

Q: How do I delete something from Mirakl/John Lewis website?

A: If you want to delete a product from your Mirakl catalog, this will need to be done by us via a request. Please contact us with the EANs you wish to delete, ensuring they have offers removed. The products will need to stay on our internal systems for 30 days for returns purposes

Q: Why do my titles and selling text look different online to what is in Mirakl?

A: Our copy team will often use your data and edit it for optimisation and to reflect the JL style and tone of voice

Q: I have a query about pricing/promotions, who do I go to?

A: Contact your buying assistant/buyer

Q: I have a question about stock/deliveries, who do I go to?

A: For non pricing offer queries please contact supplier.direct@johnlewis.co.uk