What Discussions are and how they work ― information for sellers

We have created Discussions so that buyers and sellers can easily contact each other and solve any problem quickly and conveniently. In a Discussion, you can quickly resolve any misunderstandings with the buyer — for example, when they have not received the parcel or the purchased product is damaged.

You can find all Discussions opened by your customers in the Complaints and Discussions with buyers tab. You can access them via an API too.

How Discussions work

• The buyer may open a Discussion an hour after the purchase. To open it, they have to specify the reason for the Discussion and the product it concerns. When it happens, we automatically send you a message that starts the Discussion — both you and the buyer will see it.
• Respond to that message as soon as possible. According to the Terms & Conditions, you have 24 hours to respond in a Discussion, counting from the moment it was opened ― excluding Saturdays, Sundays, and bank holidays. We will automatically respond on your behalf in a Discussion 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 you cannot solve the problem after you receive the first automatic message ― ask about details. Reach out to the buyer and ask for more information.
• If you do not respond in the Discussion, we may join it at the buyer's request.
• If ― despite our involvement ― you do not respond in the Discussion, there may be consequences ― for example, we may block your account.
• If you fail to solve the problem with the buyer and the Discussion has not been resolved, our consultant will help you reach an agreement. Their role is to support both the buyer and the seller in finding a solution compliant with the law.
• If ― after closing a Discussion ― the buyer has another issue with the purchase, they can re-open a closed Discussion — they can do it once, up to 2 years after the purchase the Discussion concerns.
• In a Discussion, you can also use the Report a violation option displayed next to the replies. Use it if the reply contains:
  • threats — for example, you have been threatened
  • pornographic content.

What to do when a buyer opens a Discussion

If a buyer opens the Discussion, check:

• why they have done so
• which basis they are using — whether it is withdrawal from the agreement or a complaint.

In a Discussion:

• regularly inform the buyer what is going on in their case
• let the buyer know how much time you need to handle their case — if it is going to take longer
• ask for additional documents or photos if you need them.

If you do not reply in the required time (24 hours), our employee might join the Discussion.

What if the buyer has reported a missing product

If the buyer opens a Discussion for the following reason: I have not received the product, check:

• if the order includes a tracking number
• delivery status
• refund status.

What you can do

• If you still have not dispatched the parcel — send the order to the buyer as soon as possible.
• If the order is on the way — inform the buyer about its status. If needed, contact the carrier to find out what is happening with the parcel.
• If you cannot send the order — explain why and suggest a solution.
• Refund the buyer through Allegro as soon as possible.

If you refund the buyer or add the parcel tracking number to the Discussion, we will send the buyer an automatic response in the Discussion, which we will treat as a standard one.

If the parcel reaches the buyer — we will send them a message. If they have no complaints about the order they received, we will close the Discussion after 24 hours.

If you do not reach an agreement with the buyer within 7 days, they can mark a Discussion (opened for the following reason: I have not received the product) as unresolved — this rule does not apply to Discussions on Allegro Lokalnie.

What if a buyer has reported a problem with a parcel

If the buyer opens a Discussion for the following reason: product and parcel damaged (in transport), check:

• what kind of problem the buyer has reported — whether the parcel has been lost or damaged
• if the carrier has already received a complaint about the parcel — if not, make sure who is eligible to file a complaint regarding the parcel with the carrier.

What you can do

• Establish the parcel status.
• File a complaint with the carrier or let the buyer know that they are eligible to file it and have to do it themselves.

What if the buyer has reported a missing document

If the buyer opens a Discussion for the following reason: no proof of purchase, manual, or warranty, check:

• which document the buyer has not received
• if the buyer has requested an invoice to the order
• if an invoice has been sent with the order.

What you can do

• If the buyer has requested an invoice when placing the order, attach it in the Discussion as soon as possible.
• If the buyer requests another document (for example, a user manual), attach it in the Discussion as soon as possible.
• If you cannot fulfill the buyer's request (for example, they have not requested an invoice when placing the order), explain it in the Discussion as soon as possible.

How to respond in a Discussion

• Be straightforward and clear in your conversation with the buyer. Do not use complicated, sophisticated words or diminutives if you do not need to.
• Use short sentences.
• Do not quote legal regulations or terms & conditions.
• Keep it professional — do not react to any attacks from the customer.

What Discussions can affect

The number of Discussions and the way you resolve them can affect:

• your results in the Customer service area in the My Sales Quality dashboard
• the way buyers perceive you ― you show professionalism by responding quickly and substantively.

Why we have opened a Discussion on behalf of your customer

Discussions are one of the ways buyers and sellers communicate with each other. When the buyer reports an issue with their order, we open the Discussion on their behalf. Our employees also have access to the Discussion. This way, you can save time, and your replies will reach all parties involved.

Reply to the Discussions on time — it works in your favor.

If the Discussion is closed, but the buyer continues to report a problem with the purchase

• they can reopen a closed Discussion once
• in justified cases, we can reopen it at their request.

When the buyer can mark a Discussion as unresolved

The buyer can mark a Discussion as unresolved after:

• 7 days — if the transaction parties have not reached an agreement after this time, the buyer can mark a Discussion as unresolved if it has been opened for the following reason: I have not received the product. This rule does not apply to Discussion on Allegro Lokalnie.
• 14 days — after this time, the buyer can mark a Discussion as unresolved if it has been opened due to one of the remaining reasons.

We will help parties of unresolved Discussions reach an agreement. If a Discussion is marked as unresolved, the case will be forwarded to us automatically.

If your customer submits an application within Allegro Buyer Protection, we will notify you about it by email. We will also let you know about it automatically in the Discussion. In each case, we decide whether to accept or reject the application individually. If the Discussion proves that you have resolved the buyer's problem, we will reject the application. Find out when we can accept it and pay out a compensation to the buyer from Allegro Buyer Protection.