Example scenario · illustrative, not a real seller
An example buyer writes late at night that a sweater is "way smaller than you said". One draft argues; the other cites the listing and opens a return with a deadline.
What you’ll get
- Platform rules that shape what you can say.
- The four parts of a good reply.
- Six ready templates.
- How to move disputes into the platform process.
- A tense message rewritten.
The reply you write at 11 p.m.
A buyer messages late at night: "Where is my order? This is ridiculous." The tracking shows it's a day from delivery. A tired reply can turn a mildly annoyed buyer into a bad review or a case. A calm, specific one usually ends the conversation. Having a few tested message templates means you're never writing the important replies from scratch when you're tired.
This guide covers reselling customer service messages, using eBay's policy on offers to buy or sell outside eBay, eBay's help pages on items that haven't arrived and on return requests, and Mercari's returns article, checked November 8, 2026. Platform rules on messaging differ, so check each one you use.
Rules that shape what you can say
| Source | Rule |
|---|---|
| eBay outside-transactions policy | Buyers and sellers can't share or request direct contact information, such as email, phone, social media IDs or external links, before completing a sale on eBay |
| eBay outside-transactions policy | Use Best Offer, seller-initiated offers or Private Offers in Messages to negotiate price |
| eBay item-not-received help | Sellers have up to 3 business days to respond to a buyer's report before the buyer can ask eBay to step in |
| eBay return request help | If an item arrives damaged, doesn't match the listing, or is the wrong item, you'll generally need to accept the return |
| Mercari returns | Buyers can request a return within 72 hours of delivery for items significantly different from the listing, damaged in shipping, or inauthentic |
eBay says offers to trade outside eBay are a fraud risk and aren't covered by its protection programs. Keeping every conversation inside the platform's messages protects you as well as the buyer, and gives you a record if there's a dispute.
Four parts of a good reply
- Thank or acknowledge. "Thanks for getting in touch."
- State the facts. Tracking status, measurements, what the listing said.
- Say what happens next. What you'll do and by when.
- Close politely. Short and friendly.
Keep it short. Use the buyer's question as your guide, and answer only that.
Templates for common messages
Adapt the wording to your voice, and fill in specifics every time.
| Situation | Template |
|---|---|
| Where is my order? | "Thanks for checking in. Your order shipped on [date], and tracking shows [status]. The carrier's latest estimate is [date]. I'll keep an eye on it, and if it hasn't moved by [date], I'll start a search with the carrier." |
| Question before buying | "Thanks for asking. The pit-to-pit measurement is 21 inches and the length is 27 inches, measured flat. There's a small mark on the left cuff, shown in photo 6." |
| Asking for a lower price | "Thanks for your interest. I can send you an offer here at [price] that includes shipping." |
| Asking to pay outside the platform | "Thanks, but I can only complete sales through checkout here, which keeps us both protected." |
| Item arrived damaged | "I'm sorry it arrived damaged. Could you send a photo of the item and the box? I'll sort this out through a return or refund here." |
| Not as described | "I'm sorry it isn't what you expected. Please open a return request here, and I'll respond within one business day." |
Step 1: Reply within a set time
Choose a response target, such as within one business day, and stick to it. eBay's item-not-received process gives sellers up to 3 business days, but a faster reply often means the buyer never opens a case. A short daily message block, as in the time blocking guide, keeps you inside your target.
Step 2: Check the facts before replying
Open the order, the listing and the tracking before writing. Answer from the record, not from memory. If the buyer quotes something the listing didn't say, quote the listing politely.
Step 3: Don't argue, document
If a buyer is upset or accusatory, stay factual. Don't accuse them of anything in writing. Ask for photos where relevant, and use the platform's return or case process. The return arrives manual explains documenting without accusing.
Step 4: Move disputes into the platform process
If a message describes a problem that the platform has a process for, such as item not received, damaged or not as described, guide the buyer into that process. It sets deadlines for both sides and protects your account.
Worked example: a tense message, rewritten
In this chosen example, a buyer writes: "This sweater is way smaller than you said. I want my money back."
| Draft | Problem |
|---|---|
| "I measured it myself, so you must be wrong." | Argues and accuses |
| "Sorry you're unhappy. I listed it as 21 inches pit to pit, shown in photo 5. If it measures differently for you, please open a return request with a photo of your measurement, and I'll respond within one business day." | Acknowledges, cites the record, gives next step |
The second version doesn't concede the facts, doesn't argue them, and moves the buyer into a process with a deadline.
Privacy: Never ask for or send personal phone numbers, emails or social accounts in marketplace messages. On eBay, that's against policy before a sale completes.
Keep your templates in one place
Save templates in a document or your platform's saved replies feature. Review them when a platform changes a policy. The standard operating procedures guide covers keeping procedures current.
Common mistakes
- Replying angrily or late at night without a template.
- Arguing facts instead of citing the listing.
- Agreeing to complete a sale outside the platform.
- Sharing contact details before a sale.
- Letting a response deadline pass.
Facts, next step, done
A good customer message acknowledges the buyer, states the facts from the record, and says what happens next, all inside the platform. Keep templates ready, reply within your target, and move disputes into the platform's process.
Worked example · hypothetical, not a real seller
Keep the example in view
| Situation | Template opening |
|---|---|
| Where is my order? | "Thanks for checking in. Your order shipped on [date]..." |
| Price request | "I can send you an offer here at [price]..." |
| Pay outside platform | "I can only complete sales through checkout here..." |
| Damaged on arrival | "Could you send a photo of the item and the box?" |
Before the next transaction
With JavaScript and browser storage, only checked-step IDs can stay on this device. No buyer details or amounts are saved.
Practical questions
Can I give a buyer my email or phone number on eBay?
Not before the sale completes. eBay's policy says buyers and sellers can't share or request direct contact information, including email, phone and social media IDs, before completing a transaction.
How do I negotiate price on eBay without leaving the platform?
eBay’s policy points to Best Offer, seller-initiated offers and Private Offers in Messages.
How long do I have to answer an item-not-received report on eBay?
eBay tells buyers that sellers have up to 3 business days to respond before the buyer can ask eBay to step in.
How long do Mercari buyers have to request a return?
Mercari says within 72 hours of delivery, for items significantly different from the listing, damaged in shipping or inauthentic.
Do this next · one concrete move