The Messages add-on enables direct order-related communication between the customers and the store owner. For example, suppose a customer needs to ask a question about their order, wants to give feedback about their order, or requires to report a problem. In that case, they can use the messaging system provided by the add-on to start a communication thread with the seller (store administrator). This communication thread will link to a particular order, so both the customer and the seller will have the order information at their fingertips.

To start messaging with the seller about a specific order, a customer will need to find the respective order in the Orders section of their account information (My Account > Orders) and click Contact seller:

contact-seller.png

On the page that opens, the customer will be able to:

  • create and submit a new message to the seller:

    msg_submit_msg_in_customer.png
  • open a dispute (if the customer is not satisfied with the ordered item or the service provided and wants to get in touch with the store administrator):

    msg_opendispute_in_customer.png

When the seller responds to the message, their response will appear right below the customer’s message forming a communication thread.

mes-cust.png

Once a new message from the seller is received, the customer will get an email notification. They will also be able to access communication in the storefront:

  • The My Account > Orders section will provide a link to new messages.

    msg_order_msgs_in_customer.png
  • New messages will be marked as New in the My Account > Messages section.

    msg_new_msgs_in_customer.png

The customer and the seller will be able to continue exchanging messages as long as they require. If a dispute has been opened, it will remain open until the customer or the administrator choose to close it. The message history will store all communication carefully. The customer will be able to access their messages any time via the My Account > Messages section.

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