Digital Services Act (DSA) – Information and Points of Contact

1. Scope of this DSA Information

This page provides information on how shopware AG (“Shopware”, “we”, “us”) implements the requirements of Regulation (EU) 2022/2065 on a Single Market for Digital Services (“Digital Services Act” or “DSA”).

Unless expressly stated otherwise, the information and points of contact on this page apply to the following intermediary services operated by Shopware:

Shopware SaaS / PaaS
Shopware Store
Shopware Community Hub
Shopware Community Forum

Other Shopware offerings are covered by this page only to the extent that they are expressly identified as DSA-relevant intermediary services.

Further details on the applicable terms, conditions and conduct rules can be found in our Terms and Conditions of shopware AG | Shopware, Shopware Community Forum

2. Designated Point of Contact for Authorities (Article 11 DSA)

In accordance with Article 11 DSA, Shopware designates a single point of contact for direct communication with competent authorities of the Member States, the European Commission and the European Board for Digital Services regarding the application of the DSA.

Designated point of contact for authorities (DSA): legal@shopware.com

Languages: German, English

Please use this contact point exclusively for:

orders under Articles 9 and 10 DSA,
other communications from authorities relating to the application of the DSA to Shopware.

If your request is not related to the DSA, please use the contact details provided in the legal notice or our general support channels.

3. Point of Contact for Users (Article 12 DSA)

In accordance with Article 12 DSA, Shopware provides a point of contact for recipients of the services and other persons who wish to contact us in relation to the DSA.

User point of contact: legal@shopware.com

Languages: typically German and English; additional languages may be supported depending on the channel and availability.

Please use these contact channels in particular if you:

have questions about content moderation in the services listed above,
would like to follow up on a decision regarding content or an account,
need assistance when using the notice-and-action or complaint mechanisms described below.

4. Reporting Illegal Content (Notice-and-Action – Article 16 DSA)

If you believe that content available through Shopware’s services is illegal, you may notify us through the notice-and-action mechanism provided under Article 16 DSA.

Report illegal content: Depending on the affected service, the following reporting forms are currently available:

Please use the form that best matches the affected content or service.

The forms are designed to collect the legally required minimum information, including:

the exact electronic location of the content, such as a URL or unique ID,
an explanation of why the content is considered illegal,
the contact details of the reporting person,
a statement confirming that the notice is submitted in good faith and that the information provided is accurate and complete.

Shopware will assess notices in accordance with the DSA and the applicable terms and policies and will inform the reporting person and, where legally required, the affected user of the decision taken, the main reasons for it and the available redress options.

5. Internal Complaint-Handling System (Article 20 DSA)

If you are affected by a decision taken by Shopware in relation to the Shopware Store, the Community Hub or the Community Forum that falls within Article 20 DSA, you may lodge a complaint against that decision through our internal complaint-handling system.

Internal complaints: to be sent to legal@shopware.com

Complaints may in particular concern decisions relating to:

the removal of or disabling access to content,
the restriction of the visibility of content,
the restriction, suspension or termination of an account,
other moderation measures, where applicable.

Complaints will be handled carefully, without discrimination and within a reasonable period of time. The decision on the complaint will not be based exclusively on automated means. You will receive a reasoned response and information on further redress options.

6. Out-of-Court Dispute Settlement (Article 21 DSA)

If you disagree with a decision taken under our internal complaint-handling system, you may, where applicable, refer disputes relating to that decision to a certified out-of-court dispute settlement body in accordance with Article 21 DSA.

Information on available certified out-of-court dispute settlement bodies can be found on the website of the European Commission and from the German Federal Network Agency (Bundesnetzagentur) in its role as Digital Services Coordinator for Germany.

7. Transparency Reports (Articles 15 and 24 DSA)

Shopware publishes transparency reports in accordance with Article 15 DSA and, where applicable, Article 24 DSA on content moderation and the enforcement of the applicable terms of use in the DSA-relevant services.

The transparency reports include, in particular, information on:

the number of orders received from authorities,
the number of notices received and the measures taken in response,
moderation measures taken by Shopware on its own initiative,
the use of automated systems, where applicable,
the number and outcomes of complaints received, where applicable.

The first transparency report will be published here once the first reporting period has been completed.

8. Average Monthly Active Recipients of the Service (Article 24(2) DSA)

In accordance with Article 24(2) DSA, Shopware publishes information on the average number of monthly active recipients of its online platforms in the European Union.

For the reference period from November 2025 to April 2026, the average monthly number of active recipients in the European Union for the Shopware Store, the Shopware Community Hub and the Shopware Community Forum was in each case below 45 million.

This information is updated at least every six months.