Answer and manage questions on your listings

Open Seller hub → Questions to answer questions about your listings. Post an answer for everyone to read, or move a pending question to Messages for a private reply. The owner, Managers and Support members can do this.

Find questions that need an answer

The Questions number in the sidebar counts pending questions. The page has three tabs:

• Needs an answer: pending questions waiting on your shop
• Answered: questions with a public answer
• Hidden: questions hidden by your shop or Esano

Each row shows the listing, the question, the asker's first name and when they asked. Select the listing title to open its public page. There are 20 questions per page, with page links when needed.

Post a public answer

Answer from Needs an answer:

1. Write in Your answer.
2. Keep your answer between 1 and 2,000 characters.
3. Select Post answer.

The question and answer then appear together on the listing. The asker receives an answer email if their buyer-side Replies from shops setting is on. A listing initially shows three answered questions, with a control to show the rest.

For privacy, don't put order details, email addresses, phone numbers or other personal information in a public answer. Use a private conversation for those.

Edit an answer

Open Answered, find the question and select Edit. Change the text and select Save answer, or Cancel to keep the saved answer.

Edited answers show Edited on the listing. Editing doesn't send the asker another answer email.

Answer privately in Messages

For a pending question that needs a private reply:

1. Select Answer in Messages.
2. Read the confirmation and select Open in Messages.
3. Reply in the conversation that opens.

The question becomes a private message from the buyer in your shop conversation. Nothing posts on the listing. Moving the question isn't an answer, so write and send your reply in Messages. See reply to a buyer's message.

Hide or restore a question

Select Hide on a pending or answered question. It moves to Hidden and no longer appears publicly with an answer.

To restore a question your shop hid, open Hidden and select Unhide. An answered question returns to Answered and the listing; a question without an answer returns to Needs an answer.

Questions labeled Hidden by Esano have no editing or restore actions. Contact support if you need help with one.

Get question emails

New-question emails go to the owner only, at most once per listing every 10 minutes. They come from hello@updates.esano.com. The owner can turn them on or off with Questions on your listings under Settings → Emails.

Managers and Support members should check Questions in Seller hub. Turning emails off doesn't remove any questions. See manage your shop email settings.