You are using an old browser that is not supported. You may experience problems with security and page display.
See which browsers will offer you secure and convenient shopping.
See which browsers will offer you secure and convenient shopping.
We care about your privacy
By using cookies and related technologies (e.g. pixels, SDK), as well as by processing your personal data (including unique identifiers, browser data), we can better adapt the displayed content to your needs.By giving your consent to the storage of information on your terminal equipment, and to the access and processing of data, including in the sphere of profiling as well as market and statistical analysis, you will easily find exactly what you are searching for and what you need on Allegro. The controller of your personal data will be Allegro or, in certain cases, our partners (17 partners), including "IAB Europe Trusted Partners" (9 partners). Information about the purposes of personal data processing by our partners can be found in their privacy policies.
We and our partners may process personal data for the following purposes:
Store and/or access information on a device. Personalised advertising and content, advertising and content measurement, audience research and services development. Ensure security, prevent and detect fraud, and fix errors. Deliver and present advertising and content. Save and communicate privacy choices. Match and combine data from other data sources. Link different devices. Identify devices based on information transmitted automatically.
Your personal data are also processed to make it easier for you to use our web pagesThe purposes of processing are described in detail in the settings under "CHANGE MY CONSENTS" and in the Cookie Policy.Your consent is voluntary and is valid for 12 months. You may withdraw it at any time or renew it in the Cookie settings on the home page. Withdrawal of your consent does not affect the lawfulness of processing performed before the withdrawal.
How to solve problems with purchases in the Message Center
If you sell on a regular account, buyers will be able to report problems with purchases to you in two ways from August 3: in a Discussion (when the problem concerns the parcel) or as a purchase problem in the Message Center. In the future, the new solution will replace Discussions.
Who will be affected by the changes
From August 3, 2026, buyers will be able to report problems with purchases from sellers with a regular account (on allegro.pl).
For now, this change does not apply to:
- sellers with a business account
- Allegro Lokalnie.
We will let you know about the next stages in the News for sellers.
How to solve a purchase problem
Purchase problem is a new option to get in touch with buyers in the Message Center. An Allegro consultant might help you in it.
A buyer can report a problem with the purchase within an hour of paying for the order. They need to indicate:
- specific product or products
- quantity
- reason for the report.
When the buyer opens a thread, we will display in it an automatic message with all report details.
What you need to do
Reply to the buyer within 24 hours of opening the thread (excluding Saturdays, Sundays, and bank holidays).
In some cases, after you take a certain action in that order — we will help you and automatically notify the buyer in the thread.
When we will respond the buyer automatically
In certain situations, we will notify the buyer so you do not have to. It will happen 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 the automatic message is not enough to solve the problem, reach out to the buyer and ask for details. At the buyer's request, we can also join the conversation and help both of you find the agreement.
How many threads the buyer can open
The buyer can open only one thread per product at the given time. However, they can open a few different threads for one order if they bought different products or more than one unit.
Because the report concerns a specific product, you can quickly discuss the details and find an agreement with the buyer.
If the buyer closes the thread, but has the same problem with that product in the future, they can reopen the report (up to 2 years after the purchase).
The buyer will be unable to mark the thread as unresolved. We will no longer use this option to subjectively rate buyers.
Additionally, all reports will have statuses to help you manage them and focus on those that are pending and require your attention. Closed reports will be labeled with the solved status. The pending report status does not affect your sales quality in any way.
When we will automatically close the report
We will close the thread automatically when:
- you dispatch the parcel and the product is delivered to the recipient
- you refund the buyer via Allegro (also when you refund them partially, and we pay out the rest from the Allegro Buyer Protection)
- you and the buyer stop engaging in the conversation (lack of activity).
You have 7 days to resolve purchase problems reported because of the product missing from the parcel. You have 14 days to resolve other problems. If we do not receive information necessary to close the thread automatically after this time — we will ask the buyer if their problem is resolved. If they state that the problem still exists, we will suggest that they take advantage of the Allegro Buyer Protection.
We will also close the thread at:
- the buyer's request — when you resolve their problem
- your request — when you dispatch the parcel or issue a refund outside Allegro.
Why we open threads on the buyer's behalf
If a buyer reports an order problem directly to us, we will create a thread on their behalf. Our employees will also have access to the conversation. You can save time this way — your explanations will be immediately available to both us and the buyer.
How the Purchase problem option and Discussions differ
See the main differences:
| Attribute | Purchase problem | Discussions |
|---|---|---|
| Conversation location | Purchase problem Message Center |
Discussions Discussions with buyers tab in My Allegro |
| Number of reports | Purchase problem The buyer can open more than one thread for a single order |
Discussions The buyer can create only one Discussion per order |
| Reopening | Purchase problem After closing a thread, it is possible to create a new one for the same order (up to 2 years after the purchase) |
Discussions The buyer can resume the same Discussion manually only once (up to 2 years after the purchase) |
| Solution rating | Purchase problem The buyer is unable to rate the effectiveness (no option to label as: unresolved) |
Discussions The buyer can mark a Discussion as unresolved, which lowers your sales quality. |
Transition period from August 3 — what it means
For the first few months, you may receive reports from buyers in two locations:
- in the Discussions with buyers tab in My Allegro
- In the new Sales section in the Message Center.
We will inform you about each new report in a separate email.
From August 3, buyers will be able to open new Discussions only for problems with parcels. They will be able to report any other problems as a purchase problem in the Message Center.
What you can find in the Discussions with buyers tab
There, you will see all Discussions created before August 3 and new Discussions (from August 3) that concern:
- not getting the product
- delays in delivery
- lost parcels
- lack of the buyer's rights to report a complaint with the carrier (applies to situations when only you can do that).
What you can find in the Message Center
There, you will see new purchase problem threads (from August 3) that apply to:
- the missing product from the parcel
- damaged goods (the parcel is intact)
- the product not matching the description or photo
- missing parts (for example, missing screws)
- faults detected during the use of the product
- problems with returning the product or canceling the purchase
- missing documents (for example, warranty, manual, or proof of purchase)
- no refund after the order was canceled or returned.
appearance: light theme
