Who on your team can see shop messages

The shop owner, Managers and Support team members can read and reply to buyer messages. Team members with the Listings role can't see messages.

Which roles can use messages and reviews

"Reviews" means seeing the Reviews page and replying to or reporting reviews. See reply to a buyer's review.

If a role doesn't include messages, Messages doesn't appear in that person's Seller hub menu, and opening the page directly shows a "not found" page.

To invite someone or change a role, the owner uses the team tools. See invite someone to your shop team and change a shop team member's role.

One shared conversation

The shop has one conversation per buyer, and everyone with access works in it:

• Anyone on the team can reply. Every message that isn't from the buyer is shown as sent by "You" (the shop).
• A teammate's message shows Sent by and their first name under it, so the team can see who answered.
• New messages appear live for the owner and for members with message access.
• Unread, Needs a reply and Sent reflect the whole shop. If a teammate answers a buyer, it stops appearing in Needs a reply.

What stays personal

Star and Archive are personal. If you star or archive a conversation, your teammates don't see it that way. Each person has their own Starred and Archived folders. See star, archive and mark shop messages.

What buyers see

Buyers don't see team members. A reply from any teammate shows as coming from your shop. Replies are also recorded in the shop's activity log, which only the owner can open, with the buyer's first name.

Email alerts go to the owner

Emails about new buyer messages go to the owner's account email. Managers and Support members aren't emailed, so tell them to check Seller hub → Messages regularly, or look at the unread number beside Messages. See get email alerts for new buyer messages.

Related permissions

Support members can also see orders and resend download links, and work on custom orders. They can't issue refunds, edit listings, or see payouts. For the full role list, see shop team roles and what each can do.