Customer service for sellers, like chatting on social media

Good sellers answer quickly. Now every message from your buyers lands in one place, so you can reply fast and keep customers coming back.

Where to find it

On a computer, open the Live Hub and choose the Customer service tab. In the app, open the Hub and tap Customers. Both show the same chats, so you can start on your laptop and carry on from your phone.

Chat first

It works like the messaging you already use on social media. Pick a customer and you get the whole conversation. Send photos in the chat, and tap a photo to see it full screen. Messages you send as your shop from anywhere else, like the automatic message after a refund, show up in the same chat.

Tap their name for the details

Tap the customer's name to see who they are: when they joined, their address and their orders. Nothing opens on its own. Their orders sit in a list, and you open the one you need.

Find any order in seconds

Search the orders by lot number, order number or item number. Each order card keeps it simple: paid, shipped with a tracking link, and anything refunded with what is left. Need to give money back? You can refund more than once, up to what the customer paid.

Four filters

• All. Every chat.
• Unread. Customers waiting for your reply.
• Cases. Buyers who have reported a problem with an order. How cases work
• Done. Chats you have finished with. If the customer writes again, the chat comes back.

A badge on the tab shows how many customers are waiting.

New to selling? Read how to sell live and our seller fees.

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