You can message a seller before you buy to ask a quick question about an item, or after you buy to sort out details about your order. Here's how messaging works at each stage, and how to get help if you need it.
Messaging before you buy
If you have a question about an item before you purchase it, look for the Message button on the product page. Write your question and send it.
You can send two messages, then you'll need to wait for the seller to reply before you can send another.
If you go on to buy the item, your conversation continues on the Chat tab of your order, or in your inbox, under the rules below.
Messaging after you buy
Once you've purchased an item, a Chat tab appears on your order page and a new chat appears in your inbox. You can send messages to the seller about your order.
Things to know:
- You can send up to 3 messages at a time. Once you've sent 3 messages, you need to wait for the seller to reply before you can send more. When they reply, you get another 3 messages, and so on.
- The chat scans for and may block phone numbers, email addresses, and other private information to protect both parties.
- You can end the conversation at any time by not replying. If you need Quibly's help with an issue, contact support.
The chat is available for a couple of weeks after a purchase, so use it while your order is active.
When to message the seller
Before you buy:
- You have a genuine question that would help you decide whether to buy, such as measurements, condition or what's included
After you buy:
- You need to arrange a collection time and location
- You have a quick question about delivery timing
- You want to confirm something about the item you've just bought
- The tracking shows the item is delayed and you want to check in
Don't message the seller for:
- Negotiating on price. Make an offer instead, if the seller has it enabled
- Formal return requests. Use the Returns section on your order instead
- Issues with lost or damaged packages. Contact Quibly support
- Payment problems or account issues. Contact Quibly support
- Complaints about the seller. Use Quibly's reporting system
What not to do
- Don't share personal details: The chat scans for phone numbers, email addresses and other private information. Follow Quibly processes for your protection.
- Don't threaten negative feedback: If you have a genuine issue, focus on resolving it.
- Don't use messaging for formal processes: Returns, refunds, disputes and reporting have their own buttons and processes. Use those instead of trying to negotiate through messages.
The bottom line
You can message a seller before you buy to ask a genuine question about an item, two messages at a time, then wait for their reply. Once you've bought an item, you can message them through your order page or inbox, up to 3 messages at a time, for things like collection arrangements, delivery questions or quick clarifications. Don't use messaging for formal returns or serious issues. The chat scans for private information automatically at every stage.
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