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We are improving the way you communicate with buyers and solve their problems
We are working to ensure that ultimately all your customer conversations are available in one place. This applies to everyday correspondence, purchase problems, and complaints.
We have made the first step to reach that goal — by changing how purchase problems are handled.
What changes starting October 28
Starting today, buyers can no longer open new Discussions. Instead, they can report a purchase problem, which goes directly to:
- the Messages tab in the Sales Center — if you sell on a business account
- the Message Center — if you sell on a regular account.
It is there where you will hol a conversation with the buyer and solve their problems.
How reporting purchase problems will work
Purchase problems will work in a similar way as Discussions. However, the buyer will be able to indicate more precisely what their report concerns, including:
- the specific product or products
- the number of units.
The key rules for handling purchase problems will be the same as for Discussions.You will have 24 hours to reply to the buyer’s first message (excluding Saturdays, Sundays, and public holidays). If necessary, an Allegro consultant will join the conversation.
A transition period for Discussions opened before October 28
You can handle Discussions opened before October 28 as usual. That means that until you resolve the Discussions opened before October 28, you will handle customers’ reports in two ways:
- as Discussions — in the Complaints and Discussions with buyers tab in the Sales Center (if you sell on a regular account, you can find them in the Discussions with buyers tab in My Allegro)
- as purchase problems — in the Message Center.
Until all your Discussions are closed, handle issues reported by customers in both places.
Currently, we are not going to change handling complaints — they remain in the Complaints and Discussions with buyers tab in the Sales Center.
Learn more about reporting purchase issues in the Message Center.
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