In One Fulfillment by Allegro, we deal with some of the communication with your buyers. That is why we will automatically distribute all messages from the Message Center (also the ones you get by email through Ask the seller and the Ask about purchase option ) between you and us — based on their topic.

• You will get messages regarding products.
• We will get messages regarding order fulfillment, shipment, and returns.

You will see our messages and responses. The Allegro Warehouse Customer Service will respond to such messages.

If the system wrongly identifies the topic of a message that concerns order fulfillment, shipment, or return, you can forward it to us. Do it as soon as possible — the time of responding to customers' messages (yours and ours) affects the following metrics: Timely responses and Average response time.

How to forward a message to the Allegro Warehouse

1. Click the three vertical dots next to the message and select [forward to the Allegro Warehouse].

2. Type in the note and click [forward].

What questions we respond to

We respond to questions related to:

• order preparation — for example, dispatch time or order status
• changes in the order — for example, the change of delivery option, delivery address, or phone number
• problems with delivery — in the case of incomplete, damaged, or lost orders
• order return — for example, refunding money for the purchase
• product availability — for example, the number of units for a given variant
• expiration dates of products.

What questions from buyers we forward to you

In One Fulfillment by Allegro we deal with handling orders — that is why we reply to questions concerning their fulfillment, dispatch, and return. If the buyer asks about something else — such a question will be forwarded to you. Such questions may concern:

• products you sell —for example, their technical specification
• proof of purchase — for example, invoice or receipt requests
• complaint or return due to withdrawing from the agreement
• making a purchase at a lower price.

Hotline for buyers

In One Fulfillment by Allegro, we provide customer service also by phone. Our hotline operates from Monday to Sunday, between 8:00 a.m. and 9:00 p.m.

Just like in the case of messages and Discussions, we answer questions about:

• order status
• delivery time
• problems with dispatch or delivery
• order cancelation or return
• changes to delivery address
• damaged and missing parcels.

How the buyers can use the hotline

Buyers can use the hotline before and after making a purchase. We display its number:

• on the offer page, in the About Seller tab. In the tab, the buyer can select the topic of the conversation:

  • Product — in that case, we will display your phone number
  • Dispatch, delivery, cancelation, return — in that case, we will display the hotline number.

• in the email sent to the buyer after making the purchase. The email contains both the hotline number and your contact details.

If the buyer calls the hotline and asks questions only you can answer (for example, about product details), we will try to redirect the call to you. We will reach out to you, summarize the subject of the conversation, and ask you to handle it. If we fail to reach you or if the buyer calls after working hours, we will suggest 2 solutions:

• we will give the buyer your phone number and ask them to contact you directly or
• we will open a thread in the Message Center in which we provide the buyer's questions and ask you to reply.

Frequently asked questions