Messages lists the conversations your buyers start on eBay: a question about a listing, or a message about an order. It appears under Orders once the store is connected to eBay. Whoever writes the orders reads and answers them; a viewer and your accountant read them.
The views
- To answer
- Conversations whose latest message is the buyer's and that nobody has replied to or marked as answered. The Dashboard counts them, and the bell tells whoever writes the orders as each one arrives.
- All
- Every conversation, the latest first.
Answering a buyer
A row opens the conversation: the buyer's messages on one side and the store's on the other, each naming who sent it. A reply typed here goes to the buyer from the store's eBay account and shows in eBay's messages as yours, up to 2,000 characters, eBay's limit. A reply sent on eBay's own site comes in too, marked Sent on eBay.
Mark as answered takes a conversation off To answer without a reply, for a thank-you that needs none. A later message from the buyer puts it back.
eBay ties a conversation to the listing it is about, and StoreDeck finds the buyer's orders of that listing: the conversation opens them, and an order's page and a listing's page each show their conversations.
How messages arrive
eBay tells StoreDeck about a new message as it is sent, and the next sync reads it, usually within a minute. The store's first sync brings in the last 30 days of conversations.
Common questions
Can I write to a buyer first?
No: StoreDeck answers the conversations buyers start. To write to a buyer first, use Contact buyer on the order in eBay.
How long are messages kept?
They are your buyers' personal data. Buyer details, in Settings, erases the messages sent before a day you choose, with the buyer details on older orders. When a buyer closes their eBay account, eBay tells StoreDeck and their conversations are deleted.
Can a reply carry a photo?
A reply carries text alone. A photo or a file a buyer sends opens from the conversation.
Still need help? Contact support, or look a word up in the glossary.