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How to solve problems with purchases in the Messages tab in the Sales Center or in the Message Center
On October 28, 2026, we will change the way of solving problems with purchases. From that day, you will be able to see new reports from buyers only in the Message Center. Buyers will no longer be able to open new Discussions. You will handle Discussions opened before October 28 the same as before.
We will not change the way of processing problems concerning purchases on Allegro Lokalnie or from sellers who use the Allegro Warehouse — for such orders, buyers will still report problems in Discussions.
If you sell on a regular (private) account, you might already know the new way of resolving transactional problems. On October 28, we will also introduce it for sellers with business accounts — in every marketplace.
If you sell on a business account
From October 28, new problem reports from buyers will reach you as purchase problems in the Messages tab. There, you will be able to use convenient options to resolve them.
From October 28, buyers will no longer be able to open new Discussions. You will handle Discussions opened before this date the same as before. This means that for some time, you may have two types of communication with buyers active at the same time:
- Discussions
- purchase problems in the Messages tab**.
Until all your Discussions are closed, resolve problems reported in both ways.
If you sell on a regular account
If you sell on a regular (private) account, you might already know the new way of resolving transactional problems.
How it works now
Until October 27, buyers can report problems to you in two ways:
- in a Discussion (when the problem concerns a parcel) — you can see them in the Discussions with buyers tab in My Allegro
- as a purchase problem in the Message Center (other reports) — you can see them in the new Sales section in the Message Center.
We will inform you about each new report in a separate email.
What we will change on October 28
You will be able to see all the new problem reports (regardless of their subject) only in the Message Center. Buyers will no longer be able to open new Discussions. You will handle Discussions opened before this date the same as before.
How to solve a purchase problem in the Messages tab in the Sales Center or in the Message Center
Purchase problems is a new way to communicate with buyers in the Message Center. If necessary, an Allegro consultant will help you.
Buyers can report a purchase problem within an hour of paying for the order. They need to indicate:
- specific product or products
- number of units
- reason for the report.
When the buyer opens a thread, we will display an automatic message with all report details in it.
What you need to do and how much time you have
The key timeframes are the same as in Discussions.
- From one hour to two years after the purchase — during this time, the buyer can report a purchase problem.
- 24 hours — the time you have to respond to the first message in the chat (excluding Saturdays, Sundays, and bank holidays).
- 7 days — the time you have to resolve a report regarding a parcel problem:
- delay
- loss
- no product in the parcel.
- 14 days — the time you have to resolve a report for any other reason.
If we do not see the information necessary to close the thread automatically after 7 or 14 days — we will ask the buyer if their issue is resolved. If they state that the issue still exists, we will suggest that they use the Allegro Buyer Protection.
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 fully refund the buyer for the order
- both you and the seller stop engaging in the conversation (lack of activity)
- parcel problems — after the 7 days for solving the problem, we will wait for 7 more days, and if there is no new message after this time, we will close the report
- other problems — after the 14 days for solving the problem, we will wait for 14 more
If a message from you or your customer appears in the thread after the base time to solve the problem (7 or 14 days) — the period with no activity is reset, and we will count it again from the moment this message is sent. The thread will remain open as long as the conversation is active.
When we will respond the buyer automatically
In some cases, after you take a certain action in that order — we will help you and automatically notify the buyer in the thread.
We will automatically notify the buyer for you when:
- the carrier delivers the order
- you fully refund the order via Allegro.
How many threads buyers can open
Buyers 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.
How purchase problems and Discussions differ
| Aspect | Discussions (how it is now) | Purchase problem (how it will be) |
|---|---|---|
| Where the conversation happens | Discussions (how it is now) The Complaints and Discussions with buyers tab in the Sales Center, and the Discussions with buyers in My Allegro. |
Purchase problem (how it will be) Messages in the Sales Center or the Message Center. |
| Number of reports | Discussions (how it is now) A buyer can only open one Discussion for a single order. |
Purchase problem (how it will be) The buyer can open only one thread for a single product. However, they can open multiple threads for an order if they purchased different products or more than one unit. |
| Reopening | Discussions (how it is now) The buyer can resume the same Discussion manually only once (up to 2 years after the purchase). |
Purchase problem (how it will be) After closing a thread, it is possible to create a new one for the same order (up to 2 years after the purchase). |
| Allegro Buyer Protection | Discussions (how it is now) The buyer can request assistance under Allegro Buyer Protection if they mark the Discussion as unresolved. |
Purchase problem (how it will be) The buyer can request assistance under Allegro Buyer Protection when our data shows that the issue has not been resolved by you. The buyer will be unable to mark the case as unresolved. |
| Automatic closing | Discussions (how it is now) No later than 30 days after opening — regardless of the activity in the Discussion and the type of problem. |
Purchase problem (how it will be) Immediately after the case is resolved or later — depending on the activity in the thread and the type of problem. |
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