Customer support software for eBay sellers

Customer service gets complicated as your business grows

A solo seller can manage buyer messages alone. Volume is manageable, all the context lives in one head, and nothing needs to be written down.

The moment you add an employee, a part-time helper, or a virtual assistant, the workflow changes. Two people open the same message. Someone answers a question the owner already answered. A conversation waiting on a buyer quietly falls off the list. Policies get explained differently depending on who replies. The owner becomes the bottleneck, because they are the only one who knows how things are handled.

Nothing here is dramatic — it is ordinary operational drag. But it is the reason growing sellers start looking for a shared customer service workflow instead of a bigger personal inbox.

Speed comes from context, not typing faster

Ask an assistant why a reply took twenty minutes and the answer is rarely writing. It is looking up the order, checking tracking, finding the listing description, and confirming what the policy is. Removing those lookups is the practical way to shorten response time.

Consistency comes from written policy

Two people will answer the same return question differently unless the answer is written down. A short internal knowledge base — shipping, returns, condition, combined shipping, offers — is the cheapest support improvement most sellers can make, and it is what lets you delegate at all.

Give your team a better way to handle buyer messages

Workflow is what changes when customer service stops being one person's job.

• Assign conversations so every message has a clear owner.
• Leave internal notes that buyers never see.
• Move conversations through statuses: unassigned, waiting for buyer, waiting for seller, resolved.
• Work from team queues instead of a single personal inbox.
• See what is open, what is stalled, and what has already been answered.

AI that knows your business

Generic AI writes generic replies. Useful drafts need your context.

Inbox for Sellers drafts responses using the conversation history, the linked order and listing, shipping details, your saved replies, and the policies you have written down. The point is not novelty — it is that a new assistant can answer a shipping question the same way the owner would.

Drafts are always a starting point. A person on your team reviews and sends every reply, and AI output can be wrong or incomplete, so it should be read before it goes to a buyer.

• Draft responses using information your team already has.
• Teach Inbox for Sellers how your business handles shipping, returns, condition questions, combined shipping, and common buyer requests.
• Keep a human in the loop: nothing is sent to a buyer without approval.

Support metrics worth watching

Track a small number of things you will actually act on. Metrics nobody reviews are just another dashboard.

• First response time — how long a buyer waits for any human reply.
• Open conversations by owner — who is overloaded.
• Reopened conversations — a proxy for answers that did not actually resolve anything.
• Volume by category — where a written policy or saved reply would pay off.

How it works

Setup is a short, ordinary process — no implementation project.

• Create your workspace and invite the people who answer buyers.
• Connect your eBay seller account so buyer messages and order context flow into the inbox.
• Add your policies and saved replies so answers stay consistent across the team.
• Assign conversations, use AI drafts as a starting point, review, and send.

Frequently asked questions