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Post-transaction Discussions
What you can do to resolve a Discussion positively
If a buyer has started a Discussion against you, try to resolve it as soon as possible. Quick answers to buyers' questions or sending them a shipping confirmation will help you successfully resolve a Discussion.
Check how you can resolve a Discussion quickly and positively
- If a buyer opens a Discussion, reply as fast as you can. According to the Terms & Conditions, you have 24 hours to respond in a Discussion — counting from the moment it was opened. However, sellers often do it within 2 hours on average.
- If the buyer has not left a message in the Discussion, and you do not have sufficient information to solve the problem — ask for it. Reach out to the buyer and ask about details.
- Matters touched upon in Discussions may stir you up. A fast and informed reaction will exemplify your professionalism.
- Respond to all buyer’s messages, as well as our requests.
- If you cannot ship the item, for example due to random incidents (for example, the item has been damaged or stolen) — issue a refund and make sure you document it.
- When the reason for the Discussion is a missing unregistered package, you are obliged to deliver the goods to the buyer. It means that you bear the risk of shipping the purchase by economic letter. If the buyer opens the Discussion because they have not received an item and you do not have any dispatch confirmation, send the ordered items again or issue a refund.
If the buyer has selected I have not received the product or no refund after returning the product as the reason to start the Discussion — we will send them an automatic response that we will consider a standard one if within 24 hours of starting the Discussion:
- you provide the tracking number
- you hand over the parcel to the carrier
- the carrier delivers the parcel
- you refund the buyer via Allegro.
If you have too many unresolved Discussions, we can block your accounts until you resolve all reported problems. That is why you should try to solve them on your own.
We close a Discussion automatically when
- The buyer opens a Discussion for the following reasons:
- I have not received the product
- problem with withdrawal/cancellation of purchase
- no payment refund
and you refund the customer the full order amount via Allegro.
the buyer opens the Discussion for the following reason: I have not received the product, and:
- the parcel has been delivered according to our data
- the buyer does not say anything in the Discussion for 24 hours after the parcel was delivered.
We grant the buyer compensation from Allegro Buyer Protection, but do not charge you that amount.
What to do if the buyer does not complete the transaction
If the buyer fails to pay in time or gives up the purchase, you can apply for a transaction rebate (sales commission refund). You can also contact the buyer.
Make sure that your customer intends to pay for the order. Unless you have made other arrangements, the buyer should do that:
- within 7 days ― for purchases made using the buy now option, and for auctions where the payment was made with a method other than a standard transfer
- within 14 days ― for purchases made using the buy now option, and for auctions where the payment was made in advance, with a standard transfer.
If a buyer
- does not pay for the order
- does not respond to your messages, or
- has resigned from the purchase
you can apply for a transaction rebate (sales commission refund) within 45 days of concluding the transaction. You can submit the application in the Orders tab. Open the tab and select the offer for which you want to apply for the rebate, then click Actions and select Commission refund. Choose the products from the order that the buyer has returned and enter the number of returned units (for example, if they returned 2 of 3 purchased units). Finally, click [submit]. If your application meets all the conditions to grant a transaction rebate (sales commission refund), we will accept it automatically, immediately after you apply.
Learn more about transaction rebates (sales commission refunds).
If you want to contact us, select one of the following subjects:
- If your transaction rebate (sales commission refund) application has been rejected, use the appeal form.
- The buyer does not want to complete the purchase.
- You want to have a rating from a buyer removed.
In justified cases, you can prevent a particular buyer from buying from your offers. Remember that an unjustified refusal to sell the offered goods may be illegal (under Article 135 of the Polish Code of Petty Offences).
What the Blacklisted Buyers tab is and how to use it
If you have a justified reason, you can limit the buyer's ability to place an order. You can do it in the Blacklisted Buyers tab. You can remove those buyers from the blacklist anytime.
The Blacklisted Buyers is a tab where you can add buyers to limit their ability to buy in your offers. If you need, you can blacklist buyers only on your own. You can remove them from the blacklist any time.
Buyers you add to the tab will remain there for up to 180 days. After that time, we will automatically remove them from the tab. That means they will be able to purchase from you again.
When and which buyers you can add to the tab
When you can add buyers to the tab
You can add buyers to the tab if you have valid, legitimate, and recurring reasons. Do it only when it is necessary. Blacklist buyers who have violated the Allegro Terms & Conditions in the past – for example, by providing false contact information.
Unjustified service refusal
If you do not have a justified reason – refusing service may be against the Polish law (under article 135 of the Polish Code of Petty Offenses).
You cannot limit the ability to buy from your offers if the buyer:
- has exercised their legal rights – for example, the right to withdrawing from the agreement
- has not finalized the purchase or collected the parcel for unforeseen reasons
- has provided incorrect data or has not paid for an order by mistake, or has made some other errors
- has used the features available on Allegro – by opening a Discussion or leaving a negative rating.
In such cases, contact the buyer and try to solve the problem.
Whom you can add to your blacklist
- Buyers who bought from you in the last 180 days.
- Buyers whom you have blacklisted on your linked account. To use this option, you need to blacklist the buyer at an account from which they have bought something.
When you try to blacklist the buyer who does not meet the conditions listed above, you will see the following message:
How to add and remove buyers from the tab
How to blacklist buyers on the account from which they have bought something
- Open the Blacklisted Buyers tab.
- Click [add buyer].
- Enter the buyer's username and the reason for adding that particular buyer to the tab. If you want, you can also enter a short note explaining your decision. Then, click [add].
- Next:
- if the reason you selected was The buyer repeatedly threatened to take action against me — add between 3 to 5 image files confirming the customer's threats
- for other reasons — select from 3 to 5 orders from the last 180 days for which you want to blacklist a given customer.
Click [next].
- Check the information you can see in the Summary. If they are correct – click [add buyer]. Done!
How to blacklist buyers who bought from your another linked account
- First, blacklist the buyer on the account from which they bought something.
- Sign out and sign in to another account which is linked to the first account.
- Go to the Blacklisted Buyers tab.
- Click [add buyer].
- Enter the buyer’s username and click [add].
How to remove buyer from the blacklist
To remove the buyer from the tab – click [usuń] (remove) next to their login.
Frequently asked questions
Can I blacklist a buyer who did not buy anything from me?
No. If a buyer has not bought anything from you, you do not have a justified reason to refuse service.
If you have linked accounts, and there in the Blacklisted Buyers tab you have buyers who have bought something from you ― you can blacklist them on your other accounts. See how to do it.
What happens if the buyer I have blacklisted asks Allegro for help?
At the buyer's request, we can verify whether the explanation you provided is solid enough to blacklist them. Depending on your reason for excluding the buyer, we will ask you to submit a justification of your decision. For example, if you state that the buyer has returned an incorrect product to you many times, we will ask for photos of the buyer’s parcels to prove it.
What Discussions are and how they work ― information for sellers
Discussions are one of the contact methods between buyers and sellers — thanks to them, both parties can communicate more easily.
We have created Discussions so that buyers and sellers can easily contact each other and solve any problem quickly and conveniently. In a Discussion, you can quickly resolve any misunderstandings with the buyer — for example, when they have not received the parcel or the purchased product is damaged.
You can find all Discussions opened by your customers in the Complaints and Discussions with buyers tab. You can access them via an API too.
How Discussions work
- The buyer may open a Discussion an hour after the purchase. To open it, they have to specify the reason for the Discussion and the product it concerns. When it happens, we automatically send you a message that starts the Discussion — both you and the buyer will see it.
- Respond to that message as soon as possible. According to the Terms & Conditions, you have 24 hours to respond in a Discussion, counting from the moment it was opened ― excluding Saturdays, Sundays, and bank holidays.
We will automatically respond on your behalf in a Discussion when:
- you provide the tracking number
- you hand over the parcel to the carrier
- the carrier delivers the parcel
- you refund the buyer via Allegro.
- If you cannot solve the problem after you receive the first automatic message ― ask about details. Reach out to the buyer and ask for more information.
- If you do not respond in the Discussion, we may join it at the buyer's request.
- If ― despite our involvement ― you do not respond in the Discussion, there may be consequences ― for example, we may block your account.
- If you fail to solve the problem with the buyer and the Discussion has not been resolved, our consultant will help you reach an agreement. Their role is to support both the buyer and the seller in finding a solution compliant with the law.
- If ― after closing a Discussion ― the buyer has another issue with the purchase, they can re-open a closed Discussion — they can do it once, up to 2 years after the purchase the Discussion concerns.
- In a Discussion, you can also use the Report a violation option displayed next to the replies. Use it if the reply contains:
- threats — for example, you have been threatened
- pornographic content.
If you solve the problem with the buyer, you can ask them to mark the Discussion as resolved at any moment. You can use this option by entering a given Discussion and clicking [ask the buyer to close the discussion]. Buyers often use this feature and close Discussions within 48 hours at the request of the seller.
What to do when a buyer opens a Discussion
If a buyer opens the Discussion, check:
- why they have done so
- which basis they are using — whether it is withdrawal from the agreement or a complaint.
In a Discussion:
- regularly inform the buyer what is going on in their case
- let the buyer know how much time you need to handle their case — if it is going to take longer
- ask for additional documents or photos if you need them.
If you do not reply in the required time (24 hours), our employee might join the Discussion.
What if the buyer has reported a missing product
If the buyer opens a Discussion for the following reason: I have not received the product, check:
- if the order includes a tracking number
- delivery status
- refund status.
What you can do
- If you still have not dispatched the parcel — send the order to the buyer as soon as possible.
- If the order is on the way — inform the buyer about its status. If needed, contact the carrier to find out what is happening with the parcel.
- If you cannot send the order — explain why and suggest a solution.
- Refund the buyer through Allegro as soon as possible.
If you refund the buyer or add the parcel tracking number to the Discussion, we will send the buyer an automatic response in the Discussion, which we will treat as a standard one.
If the parcel reaches the buyer — we will send them a message. If they have no complaints about the order they received, we will close the Discussion after 24 hours.
If you do not reach an agreement with the buyer within 7 days, they can mark a Discussion (opened for the following reason: I have not received the product) as unresolved — this rule does not apply to Discussions on Allegro Lokalnie.
What if a buyer has reported a problem with a parcel
If the buyer opens a Discussion for the following reason: product and parcel damaged (in transport), check:
- what kind of problem the buyer has reported — whether the parcel has been lost or damaged
- if the carrier has already received a complaint about the parcel — if not, make sure who is eligible to file a complaint regarding the parcel with the carrier.
What you can do
- Establish the parcel status.
- File a complaint with the carrier or let the buyer know that they are eligible to file it and have to do it themselves.
What if the buyer has reported a missing document
If the buyer opens a Discussion for the following reason: no proof of purchase, manual, or warranty, check:
- which document the buyer has not received
- if the buyer has requested an invoice to the order
- if an invoice has been sent with the order.
What you can do
- If the buyer has requested an invoice when placing the order, attach it in the Discussion as soon as possible.
- If the buyer requests another document (for example, a user manual), attach it in the Discussion as soon as possible.
- If you cannot fulfill the buyer's request (for example, they have not requested an invoice when placing the order), explain it in the Discussion as soon as possible.
How to respond in a Discussion
- Be straightforward and clear in your conversation with the buyer. Do not use complicated, sophisticated words or diminutives if you do not need to.
- Use short sentences.
- Do not quote legal regulations or terms & conditions.
- Keep it professional — do not react to any attacks from the customer.
What Discussions can affect
The number of Discussions and the way you resolve them can affect:
- your results in the Customer service area in the My Sales Quality dashboard
- the way buyers perceive you ― you show professionalism by responding quickly and substantively.
Why we have opened a Discussion on behalf of your customer
Discussions are one of the ways buyers and sellers communicate with each other. When the buyer reports an issue with their order, we open the Discussion on their behalf. Our employees also have access to the Discussion. This way, you can save time, and your replies will reach all parties involved.
Reply to the Discussions on time — it works in your favor.
If the Discussion is closed, but the buyer continues to report a problem with the purchase
- they can reopen a closed Discussion once
- in justified cases, we can reopen it at their request.
When the buyer can mark a Discussion as unresolved
The buyer can mark a Discussion as unresolved after:
- 7 days — if the transaction parties have not reached an agreement after this time, the buyer can mark a Discussion as unresolved if it has been opened for the following reason: I have not received the product. This rule does not apply to Discussion on Allegro Lokalnie.
- 14 days — after this time, the buyer can mark a Discussion as unresolved if it has been opened due to one of the remaining reasons.
We will help parties of unresolved Discussions reach an agreement. If a Discussion is marked as unresolved, the case will be forwarded to us automatically.
If your customer submits an application within Allegro Buyer Protection, we will notify you about it by email. We will also let you know about it automatically in the Discussion. In each case, we decide whether to accept or reject the application individually. If the Discussion proves that you have resolved the buyer's problem, we will reject the application. Find out when we can accept it and pay out a compensation to the buyer from Allegro Buyer Protection.
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