Go to Inbox.
Select the correct customer conversation.
Read the complete thread and verify the related order or product.
Write a clear, practical response.
Avoid passwords, payment-card information, and unnecessary personal details.
Send the reply and confirm that it appears in the thread.
Customer Messages
Reply through the seller inbox
Use the omnichannel inbox
Live-chat messages appear in the seller inbox. Connected business messaging channels can also appear here when configured by the store.
Good to know
Keep replies focused on the buyer’s question, product, or order. Related guides: Orders and Manual Orders; Store and Account Settings.