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 fast and conveniently. For a buyer, this is the way to clarify any transactional mishaps with a seller ― for example, when the package has not reached them, or they have received a damaged product. You can find all Discussions opened by your customers in the Discussions with Buyers tab. You can also check them through the API.

How Discussions work

• The buyer may open a Discussion an hour after the purchase at the earliest. 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.
• 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.
• 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 within 24 hours, 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 solve the problem with the buyer, you can ask them to mark the Discussion as resolved at any moment.
• 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 ― they are an impartial party. 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 Discussion statuses mean

• Pending ― Discussions not marked as resolved or unresolved. This will also be the status of the Discussion, which — in justified cases — we can reopen at the buyer's request.
• Resolved ― Discussions that:

  • the buyers marked as resolved and ended or:
  • the buyers did not mark for 30 days. After that time, we automatically change the Discussion status from pending to resolved.

• Unresolved ― Discussions marked by the buyers as unresolved. If the Discussion was opened:

  • because the product was not delivered ― the buyer can mark the Discussion as unresolved after 7 days
  • for other reasons ― the buyer can mark the Discussion as unresolved after 14 days.

Discussion reason: I have not received the product

If the buyer selected I have not received the product as the reason to start a Discussion, within 24 hours of starting it:

• provide the tracking number
• transfer the package to the carrier
• have the package delivered to the buyer
• issue a refund through Allegro Finance.

We will then send the buyer an automatic response that 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.

Discussion reason: problem with the product

If the buyer opens a Discussion for the following reason: problem with the product — we will require them to select the solution they expect from you.

The buyer can select 1 of the 4 available solutions:

• repair
• exchange
• refund
• partial refund.

If they select a partial refund, they have to specify the amount or refund fraction they expect from you. In that case, you may expect the buyer to return the product.

If you cannot provide the solution the buyer wants — you may offer them your own solution within the Discussion. If the buyer agrees to your offer — you may resolve their case.

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 you reply faster than within 24 hours, your chances of getting a positive rating grow by 30%.

If the Discussion is closed, but the buyer continues to report a problem with the purchase — in justified cases, we can reopen it at their request.