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Discussions in One Fulfillment by Allegro
In One Fulfillment by Allegro we deal with parts of Discussions opened by the buyer. We distribute them automatically between you and us based on the reason for the Discussion.
In One Fulfillment by Allegro we deal with some of the Discussions opened by buyers. We automatically assign Discussions to us or to you based on the reason for opening a given Discussion.
Discussions in which we respond
We respond in Discussions that your customers opened for the following reasons:
- I have not received the product
- Order is incomplete:
- No product in the parcel
- Problem with the product:
- Product and parcel damaged in transport
- Product is damaged, but the parcel is intact
- No payment refund:
- No refund after returning the product
- No refund after canceling the order
- Problem with withdrawal/cancellation of purchase.
The the Allegro Warehouse Customer Service will respond in such Discussions.
You respond in Discussions that buyers opened for the following reasons:
- Order is incomplete:
- No proof of purchase
- Missing product element
- Problem with the product:
- Defect revealed during use
- Not as described.
We will inform you about a Discussion by email, no matter if we assign it to us or to you. Thanks to this, you will be sure that the Discussion got through to us, and you do not need to respond in it.
How to forward a Discussion
If we wrongly assign a Discussion to you or you think that we should respond to it, you can forward it to us. To do so:
- Open the Discussion you want to forward to us.
- Click the three vertical dots you can see next to the message. Then, click [forward to the Warehouse].
- Leave a note for the Allegro Warehouse Customer Service. Then, click [forward].
If we decide that a given Discussion should be assigned to you, we can forward it as well. We will inform you about it by email.
Only one party can respond in the Discussions — you or us. So, if a Discussion is automatically assigned to us or if you forward it to us, you can see it, but you cannot respond.
The only exception are Discussions opened by buyers for combined orders due to delivery problems. Such Discussions will be assigned to us automatically but you will not see them — because they also concern other sellers. We will let you know by email if the buyer opens such a Discussion.
How you can respond in a Discussion
When you open the Discussion, you will see an automatic message. It will contain information about the reason for the Discussion and the product it refers to. This message may contain only that information — the buyer can open a Discussion without providing details. If you do not have sufficient information to solve the customer's problem, ask for it. Try to do it as soon as you can. According to the Terms & Conditions , you have 24 hours to respond (or to ask a question) in a Discussion counting from the moment it is opened.
Discussions and your sales quality
The response time in Discussions — both yours and that of the Allegro Warehouse Customer Service — is one of the factors in your sales quality. We count it from the moment the buyer sends their first message. That is why — no matter if you respond to a message in the Discussion or you forward it to us — you should do it as soon as possible.
Yes. The response time in Discussions, both yours and that of the Allegro Warehouse Customer Service, affects the following metrics: Timely responses and Average response time.
Yes, you can. You cannot respond in that Discussion, but you can follow it. You can do it in the Discussions with Buyers tab.
The only exception are Discussions opened by buyers for combined orders due to delivery problems. Such Discussions will be assigned to us automatically but you will not see them — because they also concern other sellers.
Additionally, to allow you to follow a given Discussion, we send you an email notification when:
- the buyer opens the Discussion — regardless if it is assigned to you or to the Allegro Warehouse Customer Service
- we forward the Discussion to you.
We count it the same way as in a standard sale on Allegro — from the moment a Discussion is opened. Check the Discussion time frames.
