In this tutorial, we’ll show you how to check messages received from the eMAG team that provides customer support, when we need information from you.
It’s important to pay attention to all requests in order to provide the best possible experience to customers.
Where to find messages from eMAG:
You’ll find the requests in the Message Center section – Initiated by Customer Support tab.
Select the Initiated by Customer Support tab. At the top, you can filter messages using several options:
Status – filters messages based on status. You have several statuses available for messages sent and received through the Message Center.
Message statuses are classified as follows:
- New – messages recently initiated by you or our colleagues
- Pending – messages that haven’t received a response yet
- Answered – messages that have received an initial response
- Resolved – messages for which the necessary solution has been identified to remedy the reported situation
- Irrelevant – messages that are unrelated to the platform or that resolved automatically, without your intervention or that of our colleagues
Category – filters messages based on the main topic they fall under (My Products, eMAG Ads, Financial, etc.).
Subcategory – filters messages based on a specific subject within the category.
Message ID – you can directly type the ticket number when you know it
Order ID – filters messages based on the order ID referenced in the message
Date – filters messages based on date. You have a calendar available where you can select messages for time intervals or for a specific predetermined date.
Maximum response date – filters messages based on the maximum date by which the ticket must receive a response.
After selecting the desired filter or filters, press the Search button. If you want to see all messages again, press the Reset button and you’ll have access to all messages received/sent on the platform.
How to respond to messages received on the eMAG Marketplace platform
To view and respond to a message on the eMAG Marketplace platform, press the Edit button.
You’ll have access to the conversation history for the selected subject and will be able to complete a new response. After completing your response, press the Respond button.
We recommend resolving any situation initiated by the Customer Support department as quickly as possible. It’s very important to remedy any problem as soon as possible, otherwise it could affect your account health.
We invite you to carefully watch the other tutorials in the eMAG Academy section as well.
Keep up the good work!
