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From now on, you will handle complaints in a new place
We have introduced a new chat for handling product complaints. You will no longer need to use a Discussion for this. Check what it means for you.
What we have changed
We created a separate chat for handling complaints to make the process more convenient. We will automatically start a chat between you and the buyer if the buyer selects at least one of the following reasons when filing a complaint:
- product inconsistent with the offer — for example, its description, images, or parameters
- product delivered with damage
- defect identified during use
- missing product elements — for example, a screw
- my reason is not on the list.
You will find the chat in the Complaints and Discussions with buyers tab. Go to the selected order and expand Chat with buyer under Complaint process.
There, you will see all the notifications and messages you sent to the buyer and the individual stages of the complaint process.
Thanks to separating complaints from Discussions:
- you have more time to respond in the complaint chat — you do not need to reply within 24 hours, as is the case with Discussions. However, we recommend responding to the buyer for the first time within 3 days. After that time, the buyer can ask us for help.
- we will not count the conversations in the complaint chat as Discussions, and we will not include them in sales quality.
This applies to complaints filed by buyers from October 28.
What will stay the same
- If a buyer files a complaint before October 28, you will still handle it in a Discussion — and we will include it in sales quality.
- If a buyer opens a Discussion for a different reason, you still need to respond within 24 hours — and we will include it in sales quality.
- You have 14 days from the moment the buyer files a complaint to make a decision. If you do not decide within that time, the buyer may request a refund from the Allegro Buyer Protection program, and we will add this amount to your bill.
In the coming months, we will analyze how long it takes sellers to decide on complaints and check whether they do so within the applicable period of 14 days. In 2026, we will introduce a new sales quality metric based on that data. We will let you know about it in advance.
Why we have introduced these changes
Thanks to separating complaints from Discussions:
- you can find the essential information about a given complaint more quickly and easily, exchange messages with the buyer, and suggest a possible solution
- we will support you in handling complaints and, in the complaint chat, advise you on what else you need to do within a given complaint — for example, how the buyer should return the product the complaint concerns, or how much time you have to decide on the complaint
- you do not need to respond to the buyer for the first time within 24 hours
- we will not take complaints into account in your sales quality statistics.
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