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Bulk communication with buyers
Why is communication with buyers restricted?
On July 1, 2021, we added a provision to the Terms & Conditions stating that you cannot send buyers duplicates of some messages.
Why we have done it
We inform the buyers about such things as parcel status – so you do not need to duplicate those messages and send them, too. According to our research, duplicated messages disrupt the buyers. The changes we keep implementing let us standardize the number and content of such notifications.
What is next
If you do not limit the number of messages, we will soon give you a notice, and if you still keep violating our rules ― a warning. Learn about how they affect your sales quality.
In the future, we may further limit the number of messages you send to cover more notifications that Allegro sends automatically.
What you will gain by this change
- You will limit the number of tools you use to contact the buyer.
- You will improve your customers' experience. Buyers will get fewer notifications, but they will still get all essential information concerning their orders.
Good communication practices in brief
- try to send just one message with all necessary information once the buyer places an order. With just one message, you can:
- fulfill the obligation to provide information, resulting from the law — especially from the Act of May 30, 2014, on consumer rights
- attach all necessary documents — such an e-invoice, e-receipt, a manual
- inform about additional purchase conditions
- if your orders are delivered within 3 business days, do not send additional messages with the parcel status — buyers can check their order details in the Purchase History tab.
- We display estimated delivery time across the website, for example:
- on the offer page
- in the delivery and payment form
- on the thank you page
- in the post-purchase email notifications
after the parcel is sent - in the Message Center, or if the buyer sends you a message through the Ask the Seller form — Allina, our virtual assistant, will inform them when they can expect the delivery
- let the buyer know if the delivery is delayed — explain what the reason is and specify a new estimated delivery date (if possible).
- make sure all messages, including those sent by the autoresponder, are useful and help the buyer solve their problems — automatic messages can come in handy if you need to inform them you are out of office. On the other hand, messages such as "You are in good hands, we will reply to you soon" are not really valuable to the buyer.
Frequently Asked Questions
Sure you can! Try to send all attachments in one message if you are able to, though.
Remember that once you upload a VAT invoice in the My Orders tab, we will send it to the buyer for download by email.
This solution is available only for integrated carriers — carriers from whom we automatically get tracking numbers and parcel statuses. Thanks to that, we can automatically send them to the buyer by email. Integrated carriers serve 95% of all parcels sent through Allegro, so there is a very high chance you are their client, too.
