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Post-transaction Discussions
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. Answering buyers' questions quickly and sending them a shipping confirmation will help you successfully resolve a Discussion.
- 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. Our best sellers do it within 2 hours on average.
- If the discussion is missing a message from the buyer 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, but try to stay calm and respond to all messages politely and substantively. Fast and informed reaction will exemplify your professionalism.
- Respond to all buyer’s messages, as well as our requests. Getting no response from you may be alarming.
- 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. You can do it by returning the funds through Allegro Finance.
- If the reason for dispute is a missing unregistered package, you are obliged to deliver the goods to the buyer. In other words, 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 a buyer selected “nie otrzymałem towaru po wpłacie" (I have not received an item after I paid for it) as the reason to start a Discussion, all you need to do within 24 hours of starting the Discussion is:
- provide the tracking number
- transfer the package to the carrier
- have the package delivered to the buyer, or
- issue a refund through Allegro Finance.
Then, we will send an automatic response to the buyer. We will treat this response as a standard one.
- If you have too many unresolved Discussions, we can block your accounts until you resolve all reported problems, so do not wait and try to solve them on your own.
When we can close a Discussion automatically?
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 you refund the customer the full order amount via Allegro Finance.
- The buyer opens the Discussion for the reason: I have not received the product. 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 Protect, but do not charge the seller 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.
- 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 Protect, 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 opening a Discussion 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
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 Discussions are and how they work ― information for sellers
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.
