Once your item sells, buyers can message you through the order page. Here's how messaging works, what types of questions to expect, and how to handle common issues professionally.
How messaging works
After a buyer purchases your item, a messaging window opens on the order page. Both you and the buyer can send messages about the order.
You can send up to 3 messages at a time. Once you've sent 3 messages, you need to wait for the buyer to reply before you can send more. When they reply, you get another 3 messages, and so on. You can end the conversation at any time by not replying.
The messaging window scans for and may block phone numbers, email addresses and other private information, to protect both parties.
Common buyer questions
Delivery timing: "When will my item arrive?" or "Has it been dispatched yet?"
Let them know when you shipped it and provide the tracking information if available. Remind them they can track the order on their order page.
Concerns about fit/condition: "I'm worried the size won't be right" or "Will this actually fit my space?"
Reassure them by providing any additional details you can (measurements, dimensions, how it fits you if it's clothing). Remind them they can return the item if it doesn't work out, as long as they're within the return window. Don't oversell or make guarantees you can't keep, as this can lead to disputes later.
Collection arrangements: "I'd like to collect the item, when works for you?" or "Where should I collect from?"
If you offered collection as the delivery option, use messaging to arrange a convenient time and a public meeting place. If you didn't offer collection, politely explain the item will be shipped as stated in the listing. See Collection process: seller's guide for more guidance.
Returns or refunds: "How do I return this?" or "Can I get a refund?"
Explain your return policy and direct them to the 'Return section on their order page. If they're within the return window and have a valid reason, let them know you'll review their request when they submit it formally.
Item not received or damaged in transit: "My item hasn't arrived" or "The package arrived damaged"
Check the tracking. If it shows delivered but they haven't received it, ask them to check with neighbors or their building reception. If the package may be lost or damaged, direct them to contact Quibly support.
Best practices for responding
- Respond quickly: Aim to reply within 24 hours. Buyers who don't hear back may escalate to Quibly support or leave negative feedback
- Be clear and concise: Answer the question directly and provide any relevant details upfront
- Stay professional: Even if the buyer is frustrated, keep your tone polite and helpful. Don't take it personally
- Be honest: If there's an issue with the item or delivery, acknowledge it. Honesty prevents bigger problems later
- Know when to escalate: If you can't resolve the issue, or if the buyer is being unreasonable, suggest they contact Quibly support
- Don't ignore messages: Even if the buyer's question seems trivial, respond. Ignoring them may affect your reputation or lead to disputes
- Don't make promises you can't keep: If you tell a buyer you'll do something (e.g., accept a return, arrange collection), follow through
- Don't share personal details: The messaging window automatically scans and may block phone numbers, email addresses and other private information
When to contact Quibly support
Some issues are beyond what you can resolve through messaging. Escalate to Quibly support or use the reporting process if:
- The item is lost in transit and tracking shows no delivery
- The buyer is asking for something outside Quibly's policies (e.g., refund without returning the item)
- The buyer is being abusive, threatening, or harassing you
- You need to make a formal complaint about the buyer
If you need to escalate, let the buyer know you're contacting support, or advise them to do so themselves. This shows you're taking their concern seriously.
The bottom line
Once your item sells, buyers can message you through the order page. You each get 3 messages per turn. Respond within 24 hours, stay professional, and be honest. Common questions are about delivery, collection arrangements and returns. If you can't resolve the issue or if it's something beyond your control, escalate to Quibly support.
Related articles:
Your responsibilities as a seller
Setting up delivery and collection options
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