Reading and sending customer messages

Choose the conversation#

1. Open Direct Messages and check the selected stores.
2. If needed, click Refresh conversations.
3. Select the conversation in the list.
4. Check the customer, store and product in the header, then read the latest messages.

When available, the side panel lets you open the linked order or listing. Check those references before sharing information about the sale.

Send the customer a reply#

1. Write in the compose area: the limit is 2,000 characters.
2. Recheck the recipient and text.
3. Click the Send eBay message arrow.
4. Wait for the reply to appear in the conversation.

After a successful send, the submitted text is cleared from the field. If an error appears, check the conversation first, then retry. The action stays disabled while loading or when the session or conversation does not allow sending.

Save a note without sending it to the customer#

1. In the side panel, write in Note.
2. Click Save note.
3. Wait for confirmation that it was saved.

The note stays associated with the order and is not an eBay reply. Saving may be disabled if there is no linked order.

Automatic messages in the chat are marked: read them to avoid repeating something already sent. Templates are managed in the automatic-message settings.

If the chat does not load#

Click Try again in the panel, or Refresh conversations and reopen the chat. If the error continues, send support the store, order reference if present and message shown.

The attachment button is disabled: this interface lets you send text.

Identify the recipient, conversation and context#

The list on the left shows the customer, latest-message preview and the time since that message. Select a conversation and read the central header: it connects the buyer to the store receiving the messages. Repeat this check when managing several stores with similar products.

The side panel shows the available context, such as store, product and associated order. The order link may be disabled if its reference is missing. Do not use the item title as proof that the chat concerns a sale you just opened in another window.

Conversations may contain customer messages, seller replies and marked automatic messages. Before replying, read their sequence and times: the question may already have an answer, or the customer may have added a later clarification. If the order is not linked, do not infer its amount or address from a similar conversation.

Example: a customer question and a note for your work#

A demonstration customer asks whether the product's size has been checked. Open the conversation, check the store and product, then the linked order when available. Before replying, compare the variation sold with information you can actually verify.

You could write an original sentence such as “I am checking the size shown in your order and will update you here as soon as I have the correct information.” This is an example of tone, not a message to send automatically. Do not announce shipment or delivery if you do not have that information.

In Note, you can write “Compare the variation before replying” and click Save note. That text is an internal reminder, separate from the customer's message. After checking, send the reply in the chat compose area, not in Note. Check that it appears in the conversation and that the submitted text has not remained in the field as a draft.

Handle an error without duplicating the reply#

If the chat does not load, click Try again. If you cannot find the conversation, check the selected stores and use Refresh conversations. Opening a different chat does not resolve a missing reference for the one you expected.

If sending remains disabled, check that the text is not empty, loading has finished and the session allows changes. Some actions require a linked order: for example, a note cannot be saved without that context. Available actions depend on the conversation's context.

After a sending error, read the conversation before retrying or switching to eBay: if the first reply is already present, sending again will duplicate it. For support, retain the approximate time and error message, avoiding unnecessary recipient data. Customer replies remain separate from Qublo support tickets; continue with Opening and following a support ticket for a problem with the software.