Messages And Support
Use messages for order or product conversations, and support tickets for marketplace help.
Messages
Messages are best for buyer and seller conversations linked to products, stores, and orders.
Messages are best for conversations connected to products, stores, and orders. They keep buyer and seller communication attached to the item or order context.
This makes it easier to understand what the conversation was about, especially when a buyer asks before purchasing or follows up after an order.
- Use product messages for pre-sale questions.
- Use order messages for post-purchase conversations.
- Keep important order details inside the marketplace thread.
Support Tickets
Support tickets are best for marketplace help when the issue does not fit an order message, return, or dispute.
Support tickets are for marketplace help when the issue does not fit a direct buyer/seller message, return, or dispute.
A ticket can include a subject, category, priority, order ID, listing ID, message, and attachments so the support team has enough context to respond.
- Use a clear subject and category.
- Include the order or listing ID when relevant.
- Use returns or disputes instead when the issue is a formal order case.
Attachments
When attachments are enabled, files can be added to support tickets and dispute records.
Attachments help when text alone is not enough. Screenshots, photos, documents, delivery evidence, or product images can make support and dispute review faster.
Files should only be attached when they help explain the case or request.
- Attach files that directly support the message.
- Avoid unrelated documents or unclear screenshots.
- Check file limits before uploading.