Messages

Buyers can message your Shop to ask about a Listing before they buy, or about an Order after. Each Buyer has one conversation with your Shop. You'll find them on the Messages page, under Selling.

Where Buyers message you from

• A Listing's page, beside your Shop's name.
• Your Shop page.
• Their order page, beside each of your parcels and your files.

When a Buyer writes from a Listing or an order, it's attached to their message as a card, so you can see what they mean.

Messaging a Buyer

You can start a conversation with a Buyer only about one of their parcels: press Message the Buyer on the parcel's card in Shipments. It works whatever the parcel's status, so you can follow up after it's delivered too. Once a conversation exists, either of you can write in it at any time.

What a message can hold

• Up to 2,000 characters of text.
• Up to 4 photos, JPG, PNG or WebP. A message can be photos alone.
• Once sent, a message can't be edited or deleted. It may matter if a Buyer reports a problem with a parcel.

Keep the sale on ED Commerce

Every conversation says Pay only through ED Commerce checkout, and means it.

• If you write a phone number, email address or link, you're warned before it sends. If you send it anyway, the conversation is flagged for a super admin to read.
• A deal made outside checkout has no Hold, no Problem report and no Refund behind it, for the Buyer or for you.
• Asking Buyers to pay you directly can get your account suspended. See the Terms.

When you're away

If a message has been waiting unread for 15 minutes or more, we email you once, within the hour, with its first line. You won't get another until you've read the conversation and something new comes in.

You can turn these emails off at the bottom of the Messages page. Order and shipping emails always come.

Reporting and blocking

In a conversation, the … menu at the top lets you:

• Report it, for a scam, harassment or something else. A super admin reads it and decides what to do. The Buyer isn't told who reported it.
• Block the Buyer. Neither of you can send messages until you unblock them, from the same menu. They can still buy from you, and their orders carry on as normal.

Who can read your messages

Only you and the Buyer. A super admin reads a conversation only when it's reported or flagged, or when the Buyer has opened a Problem report on one of your parcels, and every time they do, it's logged.

Questions about Messages? Contact us.