Stores, messages and support
Consistent messages start with your store settings.
Prepare communications for the different order stages. Choose which events to use and write messages suited to each store’s buyers.
See the complete guide
A separate template for each useful moment
An order acknowledgement and a cancellation message serve different purposes. Your store’s automatic message settings provide separate events, each with its own switch and text. Use the available variables, such as buyer name and item title, while keeping sentences understandable when a detail is missing. Prepare messages in an appropriate language for each market where you sell.
- Enable only the events you want to use in that store.
- Personalise the text using variables provided by the editor.
- Review messages actually sent in the order’s conversation.
How to get started
Open the store
Go to Settings, eBay Accounts and select the store. Open Automatic Messages to see the available events.
Prepare the text
Enable the relevant event and write its message. Use information that matches that stage, then choose Save Changes.
Verify in the order
Open a sale’s conversation and check the messages present. If something is missing, review the store, enabled event and saved text.
Find every step in the documentation
Screens, instructions and practical checks for this feature.