Direct Messages

The Direct Messages page gathers the conversations with the customers of your eBay stores and lets you read and answer them without opening eBay.

Which conversations appear

A conversation groups the messages exchanged with a customer about a listing or an order:

• the messages customers write to you on eBay;
• the replies you send from this page or from the Chat tab of an order's details (Order details);
• the automatic messages Droopify sends to customers, set in the Automatic Messages tab of the eBay store (eBay Stores).

Only conversations of visible stores appear, chosen in the Switch eBay Stores panel (Switching visible stores). You cannot start a new conversation from this page: to write to the customer of an order use the order's Chat tab.

Chats

The left panel lists the conversations, most recent first. For each one you see the customer's eBay username, how long ago the last message arrived, the start of the text and the number of unread messages.

• Pinned conversations stay at the top, with the pin icon.
• Scrolling down loads older conversations.
• The envelope button shows only conversations with unread messages; the number on the button is the total of unread messages, the same you see next to Direct Messages in the menu.
• With the unread filter on, Read all appears, which clears the unread messages of all conversations.
• The arrows button reloads the list and the messages.

When you open a conversation, its messages become read.

Conversation

In the middle you see the open conversation: at the top the customer and the eBay store (for example "mario123 to mystore") and the product title, below the messages in the order they were sent.

To reply:

1. Write the text in the Type here... field. Enter sends the message, Shift+Enter starts a new line.
2. If you want, add an image with the paperclip: only one, in PNG or JPEG format.
3. Click the send arrow.

Text is required, even when you attach an image. If eBay does not accept a message, the red Message error icon appears next to it: the customer did not receive it.

Pinning a conversation

Click the pin at the top right of the conversation to pin it to the top of the list; click it again to unpin it. There is a maximum number of pinned conversations: if you reach it an error appears and you first need to unpin another conversation.

Contact Details

The right panel shows the details of the open conversation:

Possible errors