Configuring automatic messages
Write buyer messages and check those sent in the order conversation.
On this page
Prepare messages suited to the store
Before enabling messages, choose the store and the language you use with its buyers. Read the existing messages: you may have templates loaded from setup or personalized previously. Saving concerns that store, not every conversation open in the account.
Prepare a different message for each useful stage. A Waiting message confirms that you received the sale; a Shipped message must suit an order for which the relevant data is available. Avoid promises about times, carriers or dates that you cannot establish from the order context.
This setup prepares communications. It does not make purchases or by itself change shipping or delivery status.
Open the store’s messages
Each store has its own automatic messages for buyers.
- Open Settings → eBay accounts.
- Select the row for the store you want to edit.
- Select Automatic messages.
You will find the events Waiting (In attesa), Ordered (Ordinato), Shipped (Spedito), Delivered (Consegnato) and Cancelled (Cancellato). Each event has a switch and message text.
Enable an event and write its message
- Enable the switch for the event you want to use.
- Write the message in the corresponding field, up to 2,000 characters.
- To personalize it, insert an editor variable, for example {nome_acquirente} or {titolo_articolo}.
- Select Save Changes.
Use wording that describes only what has already happened at that order stage. Carrier and shipping-code variables use data already present: they do not create codes or enable automatic tracking retrieval.
Check messages sent for the order
Open the order conversation to read the messages actually sent. Waiting identifies the message type, not confirmation that sending is still queued.
- If the message is missing, check the store, switch and template text.
- Check the status and data available for the order.
- For a cancellation, also check the message choice made during the cancellation action.
Manually changing the status to Shipped or Delivered does not by itself send the automatic message or confirm that shipping or delivery occurred. Before sending a manual reply, reread the conversation to avoid a duplicate.
Use switches, message text and variables
| Element | How to use it |
|---|---|
| Event switch | Enables or disables that message type for the store. |
| Message field | Contains the text, up to 2,000 characters. An empty field does not prepare a useful message for that event. |
| {nome_acquirente} | Is replaced with the available buyer name. |
| {titolo_articolo} | Uses the title available in the sale. |
| Carrier or shipping variables | Require values already present in the order; the template does not retrieve them on its own. |
Write variables exactly as shown, including the curly brackets. If a value is missing, do not build a sentence that depends entirely on it: a template should remain understandable even without an additional detail.
Example of a Waiting message
For a store communicating in English, an illustrative message could read: “Hi {nome_acquirente}, we have received your order for {titolo_articolo}. If you have a question, you can write to us in this conversation. Thank you.”
The template confirms receipt without saying that the item has already been purchased or shipped. Enter it in the Waiting field, enable the switch and save. For later stages, prepare messages reflecting the information actually available.
When checking a real order, reread the message as it appears in the conversation: the name and title should be understandable. If the title is long or the name is absent, consider shorter wording. The example is not a test send or confirmation that a message reached a customer.
Distinguish template, event and conversation
The template is the message saved in settings. The event is the order stage for which that template may be used. The conversation contains the messages you can consult for the sale. Changing the first does not prove that earlier conversation messages have changed.
For cancellations, a specific choice may be made while cancelling the order. That text, or the decision not to send a communication, can take precedence over the general template: check the action taken on the order before editing the store.
Likewise, manually setting Shipped or Delivered is a separate operational record. Do not use it to trigger an automatic send or as proof that the parcel reached the buyer.
If the saved message does not give the expected result
- Reopen the store and check the text actually saved.
- Make sure the event is enabled and the field is not empty.
- Open the correct order and read the conversation before sending anything else.
- Compare the available data with the variables used in the template.
- If it concerns a cancellation, check the choice made during that action.
When contacting support, provide the store, order ID, expected event and template text. If saving settings was unconfirmed, close and reopen the editor to check the values. Once resolved, also review the other templates for the same store to keep communications consistent.