Marketplace messages
Answer buyer messages from Amazon, eBay and Kaufland in one inbox – with order, reply deadline, reply templates, translation and “Send message via Amazon”. Including how to set up the Amazon mailbox.
Under Sales → Marketplace messages you answer your buyers’ messages from Amazon, eBay and Kaufland in one place – like the marketplace messages in JTL-Wawi. The inbox is on the left, the conversation with the reply field on the right. allverto assigns each message to the matching order and, for Amazon, shows how much time is left to reply.
What each marketplace supports
| Marketplace | Read messages | Reply | Special features |
|---|---|---|---|
| Amazon | From your mailbox (Amazon relays buyer messages by email) | By email to the buyer’s anonymised address | Reply expected within 24 hours; in the order also Send message via Amazon |
| eBay | Via the eBay interface (buyers’ questions about your items) | Via the eBay interface | Assigned to the order via the eBay user name |
| Kaufland | Via the Kaufland interface (tickets) | Via the Kaufland interface | Closed also closes the ticket at Kaufland; allverto loads attachments when opened |
| OTTO Market | Not available | Not available | OTTO offers no interface for customer messages |
Switch on fetching
Fetching is initially off for every marketplace. To switch it on:
- Open Sales → Marketplace messages and click Set up fetching – or open the marketplace settings under Sales channels.
- Switch on Fetch messages for the marketplace.
- Choose the Interval (default: every 5 minutes).
- For Amazon, first select the Mailbox for Amazon messages (see below).
- Fetch now immediately fetches the messages of the last 14 days.
Below each marketplace you see when messages were last fetched and whether there were errors.
Amazon: set up the mailbox
Amazon does not hand out buyer messages via its interface. They arrive as emails from an anonymised address such as abc123@marketplace.amazon.de. allverto therefore reads the mailbox in which these emails arrive – read-only: nothing is moved, deleted or marked as read, and allverto only takes over emails from the Amazon relay.
- In Seller Central under Settings → Notification preferences, check for Buyer-seller messages to which email address Amazon sends the messages. The reply must come from exactly this address – Amazon rejects replies from any other address.
- Create this mailbox in allverto as an account under Email sending (SMTP, Microsoft 365 or Google) – or open the existing account.
- Switch on Read inbox (marketplace messages) on the account:
- SMTP account: also enter the IMAP server (user and password as for the SMTP server, port 993 = SSL/TLS).
- Microsoft 365 or Google: Save and sign in again and consent to reading (Microsoft “Mail.Read”, Google “Read emails”).
- In Set up fetching, select this mailbox for Amazon and switch on Fetch messages.
Inbox and filters
In the left sidebar under Marketplace messages you find the filters New, Open, Overdue, Answered, Closed and one per marketplace. The numbers count the unanswered conversations; the menu item itself shows how many are still open.
| Status | Meaning |
|---|---|
| New | New buyer message, not opened yet |
| Open | Opened, but not answered yet |
| Answered | Your reply has been sent (or No reply needed) |
| Closed | Done; a new message from the buyer reopens the conversation as New |
Overdue are Amazon messages whose 24-hour deadline has passed – the row is then highlighted in red and shows “overdue for …” on the right. While the deadline is running, allverto shows “… h left”.
Above the list you search by buyer, subject, order number or text and filter by Assigned (All people, Assigned to me, Assigned to nobody).
Replying
- Click a conversation on the left – it then counts as read.
- Optionally Insert reply template. allverto fills in the placeholders
{Kunde}and{Bestellnummer}. - Write your text and choose the Status after sending (Answered, Keep open or Closed).
- Send (or Ctrl+Enter).
If the reply does not reach the marketplace, the message is shown in red in the conversation with the reason – the status then stays unchanged.
No reply needed marks a conversation as answered without sending anything (e.g. for a “thank you”). Amazon only knows this marking in Seller Central: so the response time metric does not suffer, mark the message there as well.
In the header of the conversation you change the Status, assign it to a person (Assigned to) and open the order.
Translating
If the operator has set up AI translation, Translate translates a buyer message into your language. For the reply, choose the buyer’s language under Translate into: Preview shows the translation, Send translated sends it. Your own text stays visible in the conversation (Show my text).
Reply templates
Under Reply templates you create texts for frequent questions (delivery time, return, invoice …). Placeholders:
| Placeholder | Replaced by |
|---|---|
{Kunde} | Buyer’s name |
{Bestellnummer} | Marketplace order number or order number |
Messages in the order
In the order window of marketplace orders there is the tab Messages at the bottom right with all conversations about this order – read and reply as in the inbox.
For Amazon orders you can also Send message via Amazon there. Amazon only allows the seller certain message types per order, e.g. Confirm delivery details, Confirm customization or Report an unexpected problem. allverto asks Amazon which ones are currently allowed; the others are listed with the reason. Types that only work with an attachment are sent in Seller Central.
Notes
- New messages appear in the bell at the top right, together with a short sound (can be switched off at the bottom of the inbox: Sound for new messages). allverto does not send emails for this.
- No duplicate messages: each message is taken over only once, even if fetches overlap.
- If an order is not yet in allverto, the order number is shown in the conversation; once the order has been synchronised, the next fetch assigns it.