Respond to buyer messages
Turn enquiries into sales through fast, clear and helpful communication.
Seller AcademyUpdated 13 July 2026
A fast response is useful, but a clear and honest response is more important. Buyers should receive the information they need without pressure or confusion.
A useful response should
- Confirm whether the product is available.
- Answer the buyerโs actual question.
- Confirm the price and relevant delivery cost.
- Explain the next safe step for ordering.
- Use respectful and professional language.
When you need more information
- Ask for the required size, colour or quantity.
- Ask for the delivery area before quoting delivery.
- Confirm compatibility before recommending technical products.
Avoid
- Ignoring messages after reading them.
- Sending repeated promotional messages.
- Asking for passwords or verification codes.
- Pressuring buyers to use unsafe payment methods.
- Sharing unrelated personal information.