We care about your privacy
By using cookies and related technologies (e.g. pixels, SDK), as well as by processing your personal data (including unique identifiers, browser data), we can better adapt the displayed content to your needs.By giving your consent to the storage of information on your terminal equipment, and to the access and processing of data, including in the sphere of profiling as well as market and statistical analysis, you will easily find exactly what you are searching for and what you need on Allegro. The controller of your personal data will be Allegro or, in certain cases, our partners (10 partners), including "IAB Europe Trusted Partners" (2 partners). Information about the purposes of personal data processing by our partners can be found in their privacy policies.
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With this option, you can select the marketplace — Poland (allegro.pl), Czechia (allegro.cz), Slovakia (allegro.sk) or Hungary (allegro.hu). With that, you can read articles about rules applicable to a foreign marketplace in your default language. If you want to browse articles in a different language, click here.
Contact with buyers
Allina — your help in handling customer queries
We can answer many questions from buyers immediately based on the information in our system. Thanks to this, you will get fewer questions, as our bot — Allina — will answer them.
Do you know that it is possible to answer many repetitive questions from customers based on the information available in our system? That is how Allina works — a real bot with a human approach to the customer! Allina enthusiastically responds to queries on our contact page, but it can also help answer your customers' questions.
Why you should use Allina's help
- It can help you and many of your customers at the same time.
- It gives answers immediately based on the information from our system.
- It reacts according to the needs/situation — it will advise the customer to contact you directly or it will explain them how to solve the problem on their own.
- It keeps learning — it systematically acquires new information, so the range of help it can provide to customers is expanding.
With Allina's help, you can devote more time to other matters that require your attention and engagement.
How it works
The buyer asks a question through the Message Center or the Ask a question form.
Allina analyzes the question. If it knows the answer, it will reply to the customer immediately.
- The buyer decides whether an automatic response is sufficient for them or they still want to send the question directly to you:
- if the customer still wants to contact you, they click [yes, send it] — then, you get the question and can answer it.
- if the customer is satisfied with Allina's answer, they click [no thanks].
What topics Allina can answer to
Allina will help you answer customers' questions concerning:
- delivery status
- delivery — where the parcel is, when the recipient will get it
- delivery options
- payment retries
In the future, Allina will be able to help in more cases:
- it will respond to questions about invoices, changing invoice data, or payment status
- it will help buyers who want to file a complaint
- it will respond — based on information from the offer — to some questions concerning products you sell.
What information Allina uses
Allina uses only information accessible to our customer experience specialists. These are information regarding:
- order status or delivery status data you provide to us
- our processes, such as purchase cancellation or order return.
What happens if Allina does not know the answer to the question or it gives a wrong answer
If the buyer's question is more complicated or non-standard, Allina will not be displayed.
If the customer is not satisfied with Allina's answer, they can always send the question directly to you.
Do Allina's answers affect My Sales Quality
We do not account for Allina's answers when calculating metrics in the Customer service area. We only count answers to questions that were sent directly to you.
How to manage Allina's help
If you do not want Allina to answer your customers' questions, you can disable this feature in the Communication Settings tab. You can also turn it back on any time.
What to do if you have not received an email with the buyer’s details
If, for some reason, you have not received a message with the buyer's details, you will find it in the relevant tab on your Allegro account.
If you did not receive an email with the buyer’s details, no need to worry. Once the transaction has been completed, you can find all the information about it in the Orders tab. Simply find a relevant order and check its details to learn the buyer’s information.
What to do if the buyer’s details are incomplete or invalid
If you think that the buyer’s details provided for the purpose of completing the transaction are incomplete (for example, no phone number, country code, last name, apartment number, or others) or invalid (for example, the delivery address does not exist, there is no such a phone number, email cannot reach the recipient) ― tell us about it. In order to do so, click [contact us] under this article.
What you cannot include in the correspondence on Allegro
Email communication should take place in a friendly, polite, and professional atmosphere. The content of sent messages cannot, for example, violate the Allegro Terms & Conditions.
We want the communication between sellers and buyers to be friendly, polite, and professional. For this reason, check if the messages you send or receive do not:
- violate the Allegro Terms & Conditions
- encourage the recipient to act in such a way that might put you in danger while using the service
- contain swear words and phrases that might offend the recipient.
Prohibited contents
In the message, you cannot:
- offer to sell or buy prohibited items listed in the Appendix no. 1 to the Allegro Terms & Conditions ― for example: drugs, child pornography, or alcohol
- propose concluding a transaction outside Allegro, by using phrases such as: “kupując bezpośrednio, będziesz mieć taniej” (by buying directly from us, you will save money), “nie klikaj, tylko zadzwoń” (don’t click, call us), “zamówię mailowo” (I will order by email)
- provide links to websites that:
- advertise business run outside Allegro
- intermediate in sales outside Allegro
- use phrases related to the so-called Nigerian scam
- include content that violates the service security, including the safety of sellers and buyers ― such as suggesting to disclose sign-in details or the bank account number.
How to report a message with forbidden content
If you get a message the content of which breaches our rules, report it to us. Click [contact us] below this article, describe the matter, and attach screenshots with either the sender’s email address or their Allegro username visible. We will verify each report and take necessary steps.
Price negotiation
As a buyer, you may try to negotiate the price. We want the transactions on Allegro to be safe. That is why make sure the purchase and payment will take place through Allegro once you reach an agreement with the seller. Thanks to that, you can benefit from the Allegro Protect if you need to.
I have received the buyer's two different addresses. Where should I send the purchase to?
The relevant address is provided in the delivery option form, which you will receive by email. Data for shipping can also be found in the appropriate tab.
Every buyer on Allegro can provide additional delivery addresses in their Account details.
In the delivery and payment form, the buyer selects the address where you should send their order.
Once the buyer has completed the form, you receive an email with delivery details they selected. You can also find them in the Orders tab. Find a relevant order and check its details to view the delivery details.
How we display email addresses in the correspondence within Allegro
In this article, you can learn how we display email addresses in the correspondence within Allegro
The domain of the masked email address depends on the registration marketplace. If you register your account on allegro.pl, you will send your emails with masked email addresses in the allegromail.pl domain. If you register your account on, for example, allegro.cz, you will send your emails to the buyers with masked email addresses in the allegromail.com domain.
How to identify messages from the same sender
You can easily identify the messages sent by the same sender, as the first part of the email address always corresponds to the sender ― therefore, all messages from the same sender share the first part of the email address.
In case of messages related to orders, the email address contains also a relevant transaction identifier, which is unique for every transaction. This address is used exclusively for operations related to a specific transaction, and may be used to serve a given order. At the same time, this address may be used by carriers to connect with Allegro systems in order to verify a given order.
Example
A buyer purchases one of the items you have listed. Their email address will have the following form: fixedsenderidentifier+transactionidentifier@allegromail.pl, for example 8awgqyk6a5+cub31c122@allegromail.pl.
8awgqyk6a5 is a fixed element of this buyer’s email address — all emails from this buyer will be sent from an email address containing this element.
cub31c122 is an identifier of a specific order, so it is different for each transaction.
Can I send a message to my customer from an email address I have not provided in the Allegro account details?
No. We do not deliver messages sent to the buyers from email addresses that have not been added to the Allegro account details. If you have such an email address, add it to the list of your email addresses in the My email addresses tab.
What happens if the buyer sends a message to an email address which I do not use and was removed from the list of my email addresses on my account?
Such a message will not be delivered to an email address removed from the list of your email addresses. However, you will receive it to your primary email address linked to your account.
Will my buyer receive an email from a courier? What domains do you support?
Yes, but only if the courier’s email address is registered in an appropriate domain. Below, you can find the list of domains, from which the messages are delivered to the buyers. You do not need to add the domains you can find on the list to the My email addresses tab. The following list contains domains of the best known courier companies and brokers, besides domains of tools that support sales.
- @alior.pl
- @apaczka.pl
- @BROKERKURIER.pl
- @dbschenker.com
- @dhl.de
- @dhl.com
- @dpd.com.pl
- @eBOX24.pl
- @FastPost.pl
- @fedex.com
- @furgonetka.pl
- @geis.pl
- @geisparcel.pl
- @gls-group.eu
- @GrupaKurierska.pl
- @inpost.pl
- @kurierdpd.com.pl
- @KurierNetplus.pl
- @mail.furgonetka.pl
- @mbank.pl
- @Netkurier-24.pl
- @now.monedo.pl
- @paczkawruchu.pl
- @paczkomaty.pl
- @PilnaPaczka.Pl
- @sendfast.pl
- @sendit.pl
- @SendItNow.pl
- @tani-kurierzy.pl
- @TanszyKurier.pl
- @ups.com
- @pl.rhenus.com
- @raben-group.com
- @poczta-polska.pl
- @e-nadawca.poczta-polska.pl
- @epaka.pl
- @akurier.pl
- @polkurier.pl
- @dpd.be
- @paket.dpd.de
- @information.dpd.fr
- @ipko.pl
- @bgzbnpparibas.pl
- @zlapkuriera.pl
- @lepszykurier.pl
- @sendego.pl
- @gls-poland.com
- @gls-poland.com.pl
- @pegazkurier.pl
- @qlink.com.pl
- info@shipcenter.pl
- @ecard.pl
- @suus.com
- @tuwysylam.pl
- @jasfbg.com.pl
- @schenker.com.pl
- @info.pekaes.pl
- @tnt.com
- @przesylarka.pl
- @grupainteger.pl
- @kurjerzy.pl
- @przelewy24.pl
- @patronservice.com.pl
- @globkurier.pl
- @dhl24.com.pl
- @szybkikurier.eu
- @pewnykurier.pl
- @spaczkowani.pl
- @spakuj-wyslij.pl
- @dts.pl
- powiadomienie@zadbano.pl
- @2use.de
- @beingdeliveryexperts.com
- @chronopost.co.ci
- @chronopost.com.ci
- @chronopostinternational.de
- @deliveryexperts.com
- @digiposte.de
- @dpd.ae
- @dpd.am
- @dpd.asia
- @dpd.at
- @dpd.ba
- @dpd.be
- @dpd.bg
- @dpd.biz
- @dpd.by
- @dpd.ch
- @dpd.cl
- @dpd.cloud
- @dpd.co
- @dpd.co.ke
- @dpd.co.rs
- @dpd.co.uk
- @dpd.com
- @dpd.com.bd
- @dpd.com.es
- @dpd.com.mk
- @dpd.com.mt
- @dpd.com.pa
- @dpd.com.pk
- @dpd.com.pl
- @dpd.com.pt
- @dpd.cz
- @dpd.de
- @dpd.dk
- @dpd.ec
- @dpd.ee
- @dpd.es
- @dpd.eu
- @dpd.fi
- @dpd.fr
- @dpd.gr
- @dpd.group
- @dpd.hk
- @dpd.hr
- @dpd.hu
- @dpd.ie
- @dpd.in
- @dpd.info
- @dpd.is
- @dpd.it
- @dpd.kg
- @dpd.kz
- @dpd.li
- @dpd.lt
- @dpd.lu
- @dpd.lv
- @dpd.md
- @dpd.me
- @dpd.mk
- @dpd.mt
- @dpd.my
- @dpd.net
- @dpd.net.br
- @dpd.ng
- @dpd.nl
- @dpd.no
- @dpd.pe
- @dpd.pt
- @dpd.pw
- @dpd.ro
- @dpd.rs
- @dpd.ru
- @dpd.se
- @dpd.si
- @dpd.sk
- @dpd.sm
- @dpd.tel
- @dpd.tm
- @dpd.ua
- @dpd.uk
- @dpd.us
- @dpd.vn
- @dpd.xxx
- @dpddeutscherpaketdienst.com
- @dpddrivingchange.com
- @dpdfun.de
- @dpdgeopost.de
- @dpd-geopost.de
- @dpdgroup.com
- @dpdgroup.de
- @dpd-group.de
- @dpdgroup.fr
- @dpd-group.fr
- @dpdgroup.hk
- @dpdgroupdrivingchange.com
- @dpdgroupe.com
- @dpdgroup-explore.com
- @dpdgroup-intranet.com
- @dpdgroup-lise.com
- @dpdgroup-simon.com
- @dpdgroup-smind.com
- @dpdgroup-workwear.com
- @dpd-gruppe.com
- @dpd-gruppe.de
- @dpdigital.de
- @dpdit.de
- @dpd-neuzustellung.de
- @dpd-paketnavi.de
- @dpd-paketnavigator.de
- @dpd-sendungsverfolgung.de
- @dpdtourmanager.com
- @dpdtracking.com
- @dpdwebpaket.de
- @driving-change.com
- @dynamicparceldistribution.com
- @dynamicparceldistribution.de
- @dynamicparceldistribution.eu
- @dynamic-parcel-distribution.com
- @dynamic-parcel-distribution.de
- @dynamic-parcel-distribution.eu
- @eshopperbarometer.dpd.com
- @europeanroadexpress.com
- @europeanroadexpress.de
- @forward-my-parcel.com
- @geopost.fr
- @geopostgroup.com
- @geopost-group.com
- @geopost-group.de
- @geopost-groupe.com
- @geopost-team.com
- @importe-mon-colis.com
- @import-my-parcel.com
- @kurierdpd.com.pl
- @mydeliveryexpert.com
- @mydpd.com
- @mydpd.de
- @mydpdbusiness.com
- @mydpdbusiness.de
- @neuzustellung.de
- @paketnavi.de
- @paketnavigator.de
- @paket-navigator.de
- @parcel-manager.com
- @parcelnavigator.com
- @parcel-navigator.com
- @portals-dpdgroup.com
- @return-my-parcel.com
- return-myparcel.org
- @shipping-manager.com
- @urby.fr
- @wearedeliveryexperts.com
- @weloveparcels.com
- @yourdeliveryexperts.com
- @bliskapaczka.pl
- @e-speedpak.net
- @pogotowiepaczkowe.pl
- @pogotowiepaletowe.pl
- @e-podajdalej.com.pl
- @flypak.pl
- @speedpak.net
- @apikurier.pl
- @zamawianiekuriera.pl
- biuro@tanieprzesylkikurierskie.pl
- noreply@tpay.com
- ruch@ruch.com.pl
- powiadomienia@ankiety.allegro.pl
- komunikacja@ankiety.allegro.pl
- @tanikurier.com
- DHL.Polska@dhl.pl
- @orlenpaczka.pl
- @powiadomienia-dpd.pl
- kontakt@x-press.com.pl
- powiadomienia-system@pointpack.pl
- @allekurier.pl
- noreply@dpdbaltics.com
- transakcje@dotpay.pl
- kurier@nolimit.pl
- noreply@wedo.cz
- noreply@dhlparcel.nl
- serv@intime.sk
- noreply@bring.com
- dostava@posta.si
- @ppl.cz
- noreply@anpost.ie
- powiadomienia@ambro.pl
- mall@staffino.com
- noreply@gls-czech.com
- noreply@postnord.dk
- MeineSendung@post.at
- dhl@deburen.nl
- @zasilkovna.cz
- @onedelivery.pl
- @onedelivery.cz
- @onedelivery.sk
- noreply@mojdpd.si
Remember that sales supporting tools can automatically set return addresses in the messages they send. Make sure that you have also added such addresses in the My email addresses tab.
Do you translate messages I send to buyers from foreign marketplaces?
Yes, we automatically translate your emails to customers on foreign marketplaces. Our translations are displayed above the original email. We inform the customer that they are reading a translation and can read the original text anytime.
