We use machine learning to answer your questions quickly. We answer many of the questions buyers ask sellers. We do this immediately based on information from our system. This will result in fewer questions being sent to you, as they have already been answered by our Allina bot.

How it works when you have a question for us

1. Open the contact form.
2. Enter your question in the text box. Allina will analyze your question and give you a Quick Hint.

3. Decide if an automatic reply is sufficient:

   • if so — click [yes, thank you].
   • if not — click [no, I still need help]. We will offer you other ways to contact us.

How the Allina chatbot works

You can choose to chat with the Allina chatbot as a contact method in the contact form.

When you talk to the Allina chatbot, you can ask for details, which will give you a more personalized answer. When you ask a difficult or unusual question, the chatbot can request support from a person from the service department. It will do this every day, from 8:00 a.m. to 10:00 p.m.

You can also save your conversation with Allina as a PDF file.

How it works when buyer asks you a question

1. Buyer asks a question via Message Center or Ask a Question.
2. Allina analyzes the question. If she knows the answer, she will give it to the customer immediately.

3. Buyer decides whether the automatic response is sufficient or whether they want to send their question directly to you:

   • if customer still wants to contact you, they click [yes, send] — you receive the question and provide the answer.
   • If Allina's answer is enough for the customer, she clicks [no, thanks].

What topics Allina answers

Allina helps you answer many topics. For example, it supports you when buyer asks about:

• delivery status
• delivery status — where is parcel, when will it reach the recipient
• delivery methods
• retry payments
• issuing invoices, changing invoice data or payment status
• complaints.

What information Allina uses

Allina only uses the same information as anyone in our customer service department.

What happens if Allina does not know the answer to a question or gives the wrong answer

If buyer asks a more complex or non-standard question, Allina will not be displayed. The question will go straight to you.
If Allina's answer is not enough for the customer, they can forward the question directly to you.

Do Allina's answers affect My Sales Quality

We do not take into account the quality of sales provided by Allina. We only count the answers to the questions that reached you.

Why it is worth using Allina's help

• It can help you and many of your customers at the same time.
• It provides answers based on information from our system and does so immediately.
• Responds appropriately to needs and situations — suggesting the customer contact you directly or advising them on how to solve the problem themselves.
• It is constantly learning — it systematically acquires new knowledge, which expands the scope of assistance it can provide to customers.

How to manage automatic replies

If you do not want Allina to respond to your customers, you can opt out of its assistance in the Communication settings tab. You can also turn it back on at any time.