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Post-transaction Discussions
How to solve problems with purchases in the Messages tab in the Sales Center or in the Message Center
From October 28, 2026, you can see new reports of purchase problems in the Messages tab in the Sales Center or in the Message Center. You will handle Discussions opened before this date the same as before.
From October 28, new problem reports from buyers will reach you as purchase problems:
- in the Messages tab in the Sales Center — if you sell from a business account
- in the Message Center — if you sell from a regular (private) account.
There, you will be able to use convenient options to resolve them.
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 — in the Complaints and Discussions with buyers tab in the Sales Center (if you sell on a private account — in the Discussions with buyers tab in My Allegro)
- purchase problems in the Messages tab in the Sales Center or the Message Center.
Until all your Discussions are closed, resolve problems reported in both ways.
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.
Solving problems in the Messages tab in the Sales Center or in the Message Center will be easier, because:
- on the list of threads, we will highlight those in which you need to reply within 24 hours
- you can sort the reports by status: in progress and completed
- you can see additional information about the buyer and the report's subject.
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. |
What you can do to resolve a Discussion positively
If a buyer has started a Discussion against you, try to resolve it as soon as possible. Quick answers to buyers' questions or sending them a shipping confirmation will help you successfully resolve a Discussion.
From October 28, 2026, you can see new reports of purchase problems:
- in the Messages tab in the Sales Center — if you sell from a business account
- in the Message Center — if you have a regular (private) account.
You will handle Discussions opened before October 28 as before. They will remain open until the case is solved.
Learn more about how to solve purchase problems in the Messages tab in the Sales Center or in the Message Center.
Buyers can still open new Discussions, but only in orders:
- on Allegro Lokalnie
- from sellers who use the Allegro Warehouse.
Check how you can resolve a Discussion quickly and positively
- If a buyer opens a Discussion, reply as fast as you can. According to the Terms & Conditions, you have 24 hours to respond in a Discussion — counting from the moment it was opened. However, sellers often do it within 2 hours on average.
- If the buyer has not left a message in the Discussion, and you do not have sufficient information to solve the problem — ask for it. Reach out to the buyer and ask about details.
- Matters touched upon in Discussions may stir you up. A fast and informed reaction will exemplify your professionalism.
- Respond to all buyer’s messages, as well as our requests.
- If you cannot ship the item, for example due to random incidents (for example, the item has been damaged or stolen) — issue a refund and make sure you document it.
- When the reason for the Discussion is a missing unregistered package, you are obliged to deliver the goods to the buyer. It means that you bear the risk of shipping the purchase by economic letter. If the buyer opens the Discussion because they have not received an item and you do not have any dispatch confirmation, send the ordered items again or issue a refund.
If the buyer has selected I have not received the product or no refund after returning the product as the reason to start the Discussion — we will send them an automatic response that we will consider a standard one if within 24 hours of starting the Discussion:
- 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 you have too many unresolved Discussions, we can block your accounts until you resolve all reported problems. That is why you should try to solve them on your own.
We close a Discussion automatically when
- The buyer opens a Discussion for the following reasons:
- I have not received the product
- problem with withdrawal/cancellation of purchase
- no payment refund
and you refund the customer the full order amount via Allegro.
the buyer opens the Discussion for the following reason: I have not received the product, and:
- the parcel has been delivered according to our data
- the buyer does not say anything in the Discussion for 24 hours after the parcel was delivered.
We grant the buyer compensation from Allegro Buyer Protection, but do not charge you that amount.
What to do if the buyer does not complete the transaction
If the buyer fails to pay in time or gives up the purchase, you can apply for a transaction rebate (sales commission refund). You can also contact the buyer.
Make sure that your customer intends to pay for the order. Unless you have made other arrangements, the buyer should do that:
- within 7 days ― for purchases made using the buy now option, and for auctions where the payment was made with a method other than a standard transfer
- within 14 days ― for purchases made using the buy now option, and for auctions where the payment was made in advance, with a standard transfer.
If a buyer
- does not pay for the order
- does not respond to your messages, or
- has resigned from the purchase
you can apply for a transaction rebate (sales commission refund) within 45 days of concluding the transaction. You can submit the application in the Orders tab. Open the tab and select the offer for which you want to apply for the rebate, then click Actions and select Commission refund. Choose the products from the order that the buyer has returned and enter the number of returned units (for example, if they returned 2 of 3 purchased units). Finally, click [submit]. If your application meets all the conditions to grant a transaction rebate (sales commission refund), we will accept it automatically, immediately after you apply.
Learn more about transaction rebates (sales commission refunds).
If you want to contact us, select one of the following subjects:
- If your transaction rebate (sales commission refund) application has been rejected, use the appeal form.
- The buyer does not want to complete the purchase.
- You want to have a rating from a buyer removed.
In justified cases, you can prevent a particular buyer from buying from your offers. Remember that an unjustified refusal to sell the offered goods may be illegal (under Article 135 of the Polish Code of Petty Offences).
Discussion time frames
There are specific time frames in Allegro Discussions to help resolve a misunderstanding between seller and buyer as soon as possible.
From October 28, 2026, you can see new reports of purchase problems:
- in the Messages tab in the Sales Center — if you sell from a business account
- in the Message Center — if you have a regular (private) account.
You will handle Discussions opened before October 28 as before. They will remain open until the case is solved.
Learn more about how to solve purchase problems in the Messages tab in the Sales Center or in the Message Center.
Buyers can still open new Discussions, but only in orders:
- on Allegro Lokalnie
- from sellers who use the Allegro Warehouse.
- 1 hour after the purchase ― the buyer can open the Discussion
- 24 hours ― this is how much time the seller has to reply to the buyer’s discussion (excluding Saturdays, Sundays, and bank holidays). We count it from the moment the customer opens a Discussion (it includes Discussions in which the buyer leaves no message). After this time, the buyer can ask us for assistance.
- 7 days ― if you do not reach the agreement after this time, the buyer may label the Discussion (opened with the reason I have not received the product) as unresolved ― this rule does not apply on Allegro Lokalnie.
- 14 days ― after this time, the buyer may label the Discussion opened for any other reason as unresolved.
- 30 days ― after this time, we automatically label the Discussion as resolved (if the buyer has not done otherwise before).
- 2 years (or 730 days) from making the purchase — after that time, it will not be possible to open a Discussion.
We will remind the buyer about the ongoing Discussion and ask if the issue was resolved. The Discussion will expire if they do not let us know about it. We will close an expired Discussion as resolved 30 days after the buyer opens it.
We will also close the Discussion automatically if one of the following situations takes place:
- The buyer opens a Discussion for the following reasons:
- I have not received the product
- problem with withdrawal/cancellation of purchase
- no payment refund, and the seller refunds the customer the full order amount via Allegro Finance.
- The buyer opens the Discussion for the reason: I have not received the product, and after we verify the parcel status, it turns out that it has been delivered to the customer, and for 24 hours after delivery, the customer does not comment in the Discussion.
- We grant the buyer compensation from Allegro Buyer Protection, but do not charge the seller that amount.
We will help the parties to the unresolved Discussions to reach an agreement. If the buyer labels the Discussion as unresolved, it is passed to us automatically.
If the seller does not reply within 24 hours, we will join the Discussion.
Learn more
What the Blacklisted Buyers tab is and how to use it
If you have a justified reason, you can limit the buyer's ability to place an order. You can do it in the Blacklisted Buyers tab. You can remove those buyers from the blacklist anytime.
The Blacklisted Buyers is a tab where you can add buyers to limit their ability to buy in your offers. If you need, you can blacklist buyers only on your own. You can remove them from the blacklist any time.
Buyers you add to the tab will remain there for up to 180 days. After that time, we will automatically remove them from the tab. That means they will be able to purchase from you again.
When and which buyers you can add to the tab
When you can add buyers to the tab
You can add buyers to the tab if you have valid, legitimate, and recurring reasons. Do it only when it is necessary. Blacklist buyers who have violated the Allegro Terms & Conditions in the past – for example, by providing false contact information.
Unjustified service refusal
If you do not have a justified reason – refusing service may be against the Polish law (under article 135 of the Polish Code of Petty Offenses).
You cannot limit the ability to buy from your offers if the buyer:
- has exercised their legal rights – for example, the right to withdrawing from the agreement
- has not finalized the purchase or collected the parcel for unforeseen reasons
- has provided incorrect data or has not paid for an order by mistake, or has made some other errors
- has used the features available on Allegro – by reporting a purchase problem or leaving a negative rating.
In such cases, contact the buyer and try to solve the problem.
Whom you can add to your blacklist
- Buyers who bought from you in the last 180 days.
- Buyers whom you have blacklisted on your linked account. To use this option, you need to blacklist the buyer at an account from which they have bought something.
When you try to blacklist the buyer who does not meet the conditions listed above, you will see the following message:
How to add and remove buyers from the tab
How to blacklist buyers on the account from which they have bought something
- Open the Blacklisted Buyers tab.
- Click [add buyer].
- Enter the buyer's username and the reason for adding that particular buyer to the tab. If you want, you can also enter a short note explaining your decision. Then, click [add].
- Next:
- if the reason you selected was The buyer repeatedly threatened to take action against me — add between 3 to 5 image files confirming the customer's threats
- for other reasons — select from 3 to 5 orders from the last 180 days for which you want to blacklist a given customer.
Click [next].
- Check the information you can see in the Summary. If they are correct – click [add buyer]. Done!
How to blacklist buyers who bought from your another linked account
- First, blacklist the buyer on the account from which they bought something.
- Sign out and sign in to another account which is linked to the first account.
- Go to the Blacklisted Buyers tab.
- Click [add buyer].
- Enter the buyer’s username and click [add].
How to remove buyer from the blacklist
To remove the buyer from the tab – click [usuń] (remove) next to their login.
Frequently asked questions
Can I blacklist a buyer who did not buy anything from me?
No. If a buyer has not bought anything from you, you do not have a justified reason to refuse service.
If you have linked accounts, and there in the Blacklisted Buyers tab you have buyers who have bought something from you ― you can blacklist them on your other accounts. See how to do it.
What happens if the buyer I have blacklisted asks Allegro for help?
At the buyer's request, we can verify whether the explanation you provided is solid enough to blacklist them. Depending on your reason for excluding the buyer, we will ask you to submit a justification of your decision. For example, if you state that the buyer has returned an incorrect product to you many times, we will ask for photos of the buyer’s parcels to prove it.
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