Serve buyers
Questions before the purchase, messages after it, reviews and account health.
Good service weighs on the seller's reputation, and reputation weighs on sales. marketapi brings service from every marketplace into one format.
| Channel | When it happens | Who sees it | Resource |
|---|---|---|---|
| Question | before the purchase | everyone, on the listing | Questions |
| Conversation | after the purchase | only the buyer and the seller | Conversations |
| Review | after delivery | everyone | Reviews |
| Health | all the time | the seller and the marketplace | Account health |
The webhook does not carry the text
Questions, messages and reviews are free text and may hold personal data. So the webhook carries only ids. When you get the event, fetch the item through the API and read the text there.
Questions
A buyer asks on the iPhone listing whether it comes with a charger. question.received arrives. You read it, answer, and marketapi publishes the answer in a job. The question goes from unanswered to answered.
You can also delete a question or block who asked, if the marketplace allows it.
Conversations
Every conversation is born with the order. There is no "new conversation": to talk to the buyer, use the order's conversation. Each new message arrives as message.received.
Before sending, look at the conversation's sendability. Marketplaces limit what the seller can send: text length, number of attachments, whether they can start the conversation. If the message does not pass, the answer is 409 message_not_sendable with the reason, and no job. Attachments go up as confidential files.
A claim opened by the buyer is not a conversation: it is a dispute.
Reviews
A review can be about the product, the sale or the seller (subject). The rating comes in ratingBps, from 0 to 10000, so you can compare marketplaces with different scales. The original rating stays alongside. review.received arrives, and you can reply when the marketplace accepts it.
Account health
Each marketplace measures the seller: delays, cancellations, claims. The Connection sums this up in level: good, warning, at_risk, restricted or unknown. With it come the metrics, the thresholds and penalties with a deadline. The reading refreshes every 6 hours. When the level changes, connection.health_changed arrives.
Endpoints in this phase
| To | Endpoint |
|---|---|
| Answer questions | List · Get · Answer · Actions |
| Talk | List · Messages · Send |
| Reply to reviews | List · Get · Reply |
| See health | Account health |
Webhooks in this phase: question.received, message.received, review.received and connection.health_changed.