New ‘Manage communications with buyers’ hub

From early May, you will be able to manage all your communications with buyers from one central location within My eBay – the ‘Manage communications with buyers’ page. 

• About the new hub
• Hub highlights
• Take action
• Frequently asked questions

The new ‘Manage communications with buyers’ page will give you greater control over and access to your communications with buyers. From this one convenient location you can:

• View emails that eBay sends to buyers after a transaction
• Access your buyer-facing Automated Answers and Store newsletters

How to access the ‘Manage communications with buyers’ page

The new page can be accessed via My eBay. You’ll be able to view this page from early May by following these steps:

1. Go to My eBay. You may be asked to sign in
2. Click the Accounts tab
3. Select Manage communications with buyers

The new hub features an easy-to-understand layout and functionality that allows sellers to quickly and easily access and manage all their communications with buyers.

• Easy access to emails
  • View eBay emails: what and when eBay sends to buyers
  • Casual sellers can easily preview all the emails
  • Business sellers and/or Selling Manager Pro users: ability to edit several of the eBay emails*

Note: From early May, we’re discontinuing the following Selling Manager customisable emails:

• Winning Buyer Notification email 
• Payment Received email

These two customisable emails are similar to emails that are automatically generated by eBay and sent to buyers. Their removal will help to reduce the number of emails a buyer receives after a transaction.

 

• Edit functionality (once user clicks on ‘Add a Message’)

Business sellers and/or Selling Manager Pro users can access the following functionality:

• Upload your own logo or Store logo (for Store sellers only)
• Easy-to-use customise message text box

• Q&A and Email marketing
  • Manage all your questions and answers. Note: casual sellers will not be able to opt-out of taking pre-transaction questions or showing Q&A on their listings
  • Access to Stores marketing newsletters

Please note: You can still choose to send an invoice to your buyer as always.

No, all of the emails in the chart above already exist and have been automatically sent to buyers for some time.

3. Can I opt out of my buyers receiving any of these emails?

You can choose whether or not your buyers receive the Payment Reminder email. Sellers may not opt out of their buyers receiving the other four emails.

4. Can I edit the emails eBay sends to buyers?

For the most part, post-transaction emails are not editable, with a few exceptions:

• All sellers can make some edits to the Buyer Success email
• Selling Manager Pro subscribers have the ability to make some edits on selected emails; however, the Payment Reminder and Feedback Reminder emails are not editable

5. What’s changing with Selling Manager and Selling Manager Pro customisable emails?

Since many of these emails are similar to the emails eBay sends to buyers, all customisable Selling Manager and Selling Manager Pro emails sent by sellers are being discontinued in May. This is designed to reduce the number of emails a buyer receives for each transaction.

Please note: Selling Manager Pro subscribers still have the ability to make edits to some of the post-transaction emails that eBay sends to buyers.

6. Can I still contact my buyers?

Yes, you can still contact buyers on eBay. You can reach them via:

• Messages in My eBay
• Member-to-member flow

7. I am a Store seller. How do I manage my marketing emails/newsletters?

You can continue to go to ‘Manage my Store,’ where you can promote your items and send marketing emails. You will also be able to access your newsletters through the new ‘Manage communication with buyers’ page.