Seller Help Centre
Messages
Messages are where connection happens. A kind, clear reply can turn a simple order into a lasting customer.
Fast version
How to manage messages
- Check your inbox regularly
- Reply clearly and kindly
- Keep all order questions in one conversation
- Answer questions about products, shipping, or timing
- Contact Nana’s Quest support if something feels wrong
Keep it simple: clear, kind, and helpful.
Slow version
Let’s walk through messages properly
Your inbox
Your inbox is where all customer messages arrive.
These messages may include:
- Questions about your product
- Shipping or delivery questions
- Order updates
- Custom requests
Try to check your inbox regularly so customers feel looked after.
Replying to messages
When replying, keep your message:
- Clear
- Friendly
- Helpful
You do not need to be formal. Just be yourself.
Example reply:
“Hi there, thank you so much for your message. Yes, this item is available and ready to post within 2 days. Let me know if you need anything else.”
Keeping communication kind
Every message is part of your shop experience.
Even if a question feels simple or repeated, a calm and kind response builds trust.
If something feels frustrating:
- Take a breath before replying
- Keep your tone respectful
- Focus on solving the problem
Keep order conversations in one place
It is best to keep all messages about an order in the same conversation thread.
This helps:
- You stay organised
- The customer sees all information in one place
- Support can help if needed
Common message topics
You may receive messages about:
- “Is this still available?”
- “How long will shipping take?”
- “Can you customise this?”
- “Can I order more than one?”
These are all normal. Answer clearly and honestly.
When to contact Nana’s Quest support
Most conversations can be handled between you and the buyer. But if something feels off, we’re here to help.
Contact support if:
- A customer becomes abusive or disrespectful
- There is confusion about an order that cannot be resolved
- You feel unsure how to respond
- There is a potential dispute
You are not expected to handle difficult situations alone.
A gentle note
Messages are more than questions and answers.
They are small moments where someone connects with your work and with you.
Keep it kind, keep it clear, and that’s more than enough.