On the Postdy marketplace, customer relations start with the messaging. A buyer asking a question before or after a purchase expects a fast, clear answer. Your responsiveness is often what separates a completed sale from an abandoned basket.

The rules of a good reply

• Fast: aim for under 24 hours, ideally a few hours.
• Clear: answer the actual question precisely, with no jargon.
• Polite: greet, thank, and close with a friendly line.
• Honest: if you do not know, say so and tell them when you will come back.

Saving time without sounding cold

Prepare a few template replies for frequent questions: dispatch times, availability of a variant, tracking a parcel, return conditions. Personalise them every time with the buyer’s first name and the order number, so the tone stays human.

Turning a question into a sale

A pre-purchase question is an opportunity. Example: « Is this available in blue? » calls not only for a « yes », but for « yes, in blue and in green — I can set one aside for you if you like ». A helpful, warm message reassures and triggers the purchase, whereas silence drives people away.

Key point: reply fast (under 24 hours), clearly and politely. Personalised template replies save time, and every pre-purchase question is a chance to close a sale.