Once you sign in into your Urban Seller account, you have to click on the Envelope icon in order to check your messages. The system will show you all the latest messages came from the different platforms you have integrated. On the screen you will see the ID of the customer, when the email arrived, the topic of the message and if there are any files attached in the email.
Status of the message
Each message has a status such as ''Open'', ''On Hold'', ''Reminder Scheduled'', ''Awaiting Response'' and ''Closed''.
When you hover your mouse on the envelope icon, you will see the Navigate window. Just like your other email platforms, you can view all the different folders that contain emails. For answering customer queries (example: eBay or Amazon customers), the most common folder that you will use is the Inbox folder.
Bear in mind that the messages are been classified depending on their topic. You can observe your eBay Cases, Feedbacks and Return requests and easily contact the customers back directly through the system.
All the Negative and Neutral Feedbacks are coming in the ''Feedback'' folder as a new email so you can stay informed about every customer’s concern giving you the option to contact the recipient and solve the issue.
See all the tickets assigned to yourself directly from the Messages Navigator panel as shown below. This function helps you paying attention on the details and keeping your customers updated with a specific information.
Add internal notes to a message if you need to summarize an information or clarify any details. You have the option for a reminder which you can set depending your availability.
Changing status of an email/Assign to a user
Change the status of emails directly by selecting them as shown below.
To check if a specific customer has sent you an email, all you have to do is to copy his ID or email address and search it in the Filter Box on the right side of the screen.
Answering an email Features
You can easily handle an email in Urban Seller using the quick features gathered all together. Use a Smart Template of yours in order to improve the response time. Use the dictate option we do provide you. Assign the message to a specific agent or mark it as unread. Add notes to update your team.
You can directly compose an email through Urban Seller without even switching to your alternative email application. All you have to do is just to click on the Compose button on the top of the screen while you are in Messages Section.
Check the customers’ orders directly from the email received from them. All you have to do is just to select the message in order to be opened and then select the Order Details option.
Check the customer information by clicking on the ''Customer'' button once you open his email. Than select the ''View Details'' option in order to check the customer’s history. You can see how many orders the customer has placed with your store and the exact details of each of them.
Email your eBay customers directly to their alternative email address without even switching the platforms.
Initiate a contact with eBay users if they have not even attempted to contact you. All you have to do is to select the Contact eBay Customer button when you are in the Message Section of Urban Seller and select the listing you are contacting the client about.