Messaging System

Enable direct communication between buyers and sellers on your marketplace. Build trust and facilitate transactions.

Overview

The messaging system allows buyers and sellers to communicate directly about listings, orders, and services. Messages are organized by conversation and linked to specific listings.

Pre-purchase inquiries: Buyers can ask questions before buying
Order coordination: Discuss shipping, customization, or scheduling
Support: Handle issues and build customer relationships
File attachments: Share images and PDFs directly in the conversation (optional, off by default)
Email notifications: Both parties receive email alerts for new messages

How Messaging Works

Buyer

Views listing

→

Sends Message

About listing

→

Seller Notified

Via email

→

Seller Replies

Conversation continues

Starting a Conversation

Buyers can start a conversation from any listing page:

Buyer clicks "Contact Seller" or "Message" on a listing

They type their message and send it

A conversation is created, linked to that listing

The seller receives an email notification

Message Interface

Search...

John D.

Pottery Bowl

Sarah M.

Camera Lens

Pottery Bowl

Conversation with John D.

Is this bowl microwave safe?

Yes, completely microwave and dishwasher safe!

Interface Features

Conversation list: All conversations organized by recency
Unread badges: See how many unread messages per conversation
Listing context: Each conversation shows the related listing
Search: Find conversations by name or listing
Real-time updates: Messages appear instantly
File attachments: Attach images and PDFs with the paperclip button (when enabled for your marketplace)

Custom Offers in Chat

Sellers can negotiate a price in the conversation and send a custom offer - a payable price the buyer accepts and pays in one click, right inside the thread. It's ideal for bespoke services, quotes, and special pricing that don't fit a fixed listing price.

Could you do 5,000 words by Friday?

Custom offer

Translation - 5,000 words EN→FR

$120.00

Listing price: $45.00

The seller sends the offer; the buyer taps Accept & Pay to check out.

A paid offer becomes a normal order with the usual payout, receipts, and emails.

Learn more about Custom Offers

File Attachments in Messages

When enabled, buyers and sellers can attach images and PDF files to their messages - before-and-after photos, contracts, quotes, invoices, CVs, or finished deliverables - without leaving the conversation or resorting to external file-sharing links.

Here are photos of the item's condition before pickup.

rental-agreement.pdf1.2 MB

Perfect, thanks! Here's the signed agreement.

quote.pdf240 KB

Images render as thumbnails in the thread; PDFs show as file chips both parties can open.

Enabling File Attachments

File attachments are off by default. To turn them on for your marketplace:

Go to Store Settings → Listing Form

Scroll to Buyer & Messaging Settings (messaging must be enabled)

Turn on "Allow file attachments in messages" - both parties instantly get a paperclip button in every conversation

Supported Files & Limits

Images & PDFs

JPG, PNG, WebP, GIF, and PDF files

5 Files per Message

Attach up to 5 files, with or without text

10 MB per File

Plenty for photos, scans, and documents

Private and secure by design

Attachments are stored privately and served through expiring secure links - only the two people in the conversation (and you, the marketplace owner, via the Moderation panel) can open them. Only safe file types are accepted: executables, scripts, and other active content are rejected automatically.

A few examples of what this unlocks: rental marketplaces can exchange condition photos as proof, service marketplaces can deliver finished work in the thread, and B2B platforms can share quotes, contracts, and specs without switching tools.

Email Notifications

Both buyers and sellers receive email notifications for new messages:

Seller Notifications

When a buyer sends a message, the seller receives an email with:

Sender name
Message preview
Link to reply

Buyer Notifications

When a seller replies, the buyer receives an email with:

Seller/store name
Message preview
Link to view conversation

For Marketplace Owners

As the marketplace owner, you can monitor all conversations via the Moderation panel:

View all buyer-seller conversations
Search and filter messages
Open and inspect any file attachments shared in a conversation
Identify policy violations
Mediate disputes when needed
Auto-flag messages containing words you choose (e.g. payment apps) to catch off-platform attempts

Recommended Message Policies

Response Time Expectations

Set clear expectations for seller response times (e.g., within 24 hours). This helps maintain buyer satisfaction.

Keep Transactions On-Platform

Discourage sharing personal contact info or arranging off-platform payments. This protects both parties and ensures you earn commission. You can also turn on a prohibited-word filter to flag messages mentioning payment apps and remind the sender to keep the sale on the marketplace.

Prohibited Content

Prohibit harassment, spam, hate speech, and sharing of inappropriate content. Include this in your terms of service.

Common Use Cases

Product Inquiries

"Does this come in other colors?" "What are the dimensions?" "Is this compatible with...?"

Custom Orders

"Can you make this in a larger size?" "I'd like to order 50 units, is there a discount?"

Service Bookings

"Are you available next Saturday?" "Do you travel to my area?" "How long does the service take?"

Order Support

"When will my order ship?" "I received the wrong item." "Can I change my shipping address?"

Tips for Sellers

Respond promptly to build trust and increase sales
Be professional and friendly in all communications
Add common Q&A to your listing description to reduce inquiries
Check messages regularly or enable email notifications

Quick answer