Reply to a buyer's message

Open the conversation in Seller hub → Messages, type in the reply box at the bottom, and select Send. The buyer sees your reply as coming from your shop.

Send a reply

1. Open the account menu on esano.com and choose Seller hub.
2. Choose Messages.
3. Select the buyer's conversation. Start with Needs a reply if you want the ones still waiting.
4. Click the box that says Reply to and the buyer's name, then write your message.
5. Select Send, or press Enter.

To add a new line without sending, press Shift and Enter together.

Your message appears in the thread right away. While it sends, it is marked Sending…. If it can't be sent, it is marked Not sent with a Try again link. Check your connection and select Try again.

Message length and sending limits

• Messages can be up to 2,000 characters.
• When you have 200 characters or fewer left, a counter shows how many remain.
• The Send button stays off until you've typed something.
• If you send many messages in a short time, Esano pauses sending and says "You've sent a lot of messages. Try again in a few minutes."

What the buyer sees

The buyer sees your reply in their own Messages page, from your shop. They also get an email that says your shop replied, with a button that opens the conversation. Esano sends at most one email per conversation every 10 minutes, and buyers can turn message emails off, so a buyer may not get an email for every message.

If someone on your team replies, the buyer still sees your shop, not the teammate's name. Your team sees who sent each message. See who on your team can see shop messages.

Use the side panel while you reply

The panel next to the thread helps you answer with context:

• Orders from you lists the buyer's orders with your shop and their status. Select one to open it.
• Custom orders shows requests from this buyer. Select Send a quote on a new request, or Start a new custom quote to write one yourself. See send a quote for a custom order.
• If the buyer has an open refund request, a Respond to button with the refund amount takes you to the request. See respond to a buyer's refund request.

Long conversations load the newest messages first. Select Load earlier messages at the top to see older ones.

If you can't reply

If a conversation says it isn't available anymore, reload the page and reopen it from Messages. If you're signed out, sign in again to send. If Messages isn't in your menu, your team role may not include it. Contact Esano support if a problem continues.