Customer service software for ecommerce sellers

Generic ecommerce helpdesk vs seller-focused customer service

Both categories are legitimate. If you run a large multi-channel support organization, a broad platform is likely the better fit. Inbox for Sellers is not trying to replace enterprise helpdesks — it is built for sellers whose questions are almost always about a specific order.

Stop hunting for the information behind the message

Most slow replies are not writing problems. They are lookup problems.

When context sits beside the message, the person answering does not need to open a second system, ask the owner, or guess. That is usually where response time and answer quality actually come from.

• The buyer and their previous conversations with you.
• The order, its status, and what was actually purchased.
• The listing the message relates to.
• Shipping and tracking information tied to the order.
• Your policies, so the answer matches what you actually do.

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.

Teach your team how your business works

A short, maintained knowledge base is the difference between consistent answers and improvisation.

Give your team consistent answers without making them memorize every policy. The same knowledge grounds the AI drafts, so the assistant and the software are working from one source of truth.

• Shipping policy — carriers, cut-off times, handling time, and what you do when something is late.
• Return policy — windows, who pays return shipping, and how you handle not-as-described claims.
• Condition standards — how you describe used, refurbished, and for-parts items.
• Combined shipping and offer policies — what your team can agree to without asking.
• Packaging standards and common buyer questions you answer every week.

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