The buyer chat without lost sales
SelyaA question before payment is already a sale: whoever answers first sells. Below is where such messages get lost and how to stay “online”.
On marketplaces of digital goods the buyer often writes before paying: “will it work for my region?”, “how long to wait?”. Whoever answers first sells. Below is where such messages get lost and how to avoid it.
A question before payment is a sale
One evening two buyers wrote to us: one about a Google Play card, the other about a Steam gift. The messages reached our system within two seconds, but there was no notification about them then, and we saw them when the buyers had already left. Two sales were lost not because of price but because of silence.
A buyer who asks has already chosen the goods and doubts a detail. An answer in the first minutes almost always turns into an order, an answer an hour later almost never.
Where buyers write
| Marketplace | Where the conversation is |
|---|---|
| FunPay | A personal chat with the seller: both the questions before payment and delivery for the order are in it |
| GGSel | The conversation inside the order |
| Plati | The conversation inside the order, and claims only in the Digiseller account |
Three marketplaces are three tabs you have to keep open. If you sell everywhere, sooner or later a message on one of them will lie unanswered for half a day.
The “online” status on FunPay
FunPay shows the buyer whether the seller is online. Many choose the one who is online. The status holds while your account is active on the site — with an open tab or a working bot. If the bot's sign-in key stops working, the bot drops out of online together with you. Why the key “drops” is in the article on golden_key.
A trap for those who write their own bot: opening a chat on FunPay marks it as read. If the bot opens chats itself, you will not see afterwards that there was a new message there.
After delivery
- Write what to do with the goods: where to enter the code, how to accept the gift. Half of the questions after a purchase are “where do I enter this?”.
- Ask the buyer to confirm the order if everything worked. Politely and once.
- Give a clear way to call the seller if something went wrong. A buyer who does not know how to reach you opens a dispute at once.
Check that your messages arrive
It sounds odd, but it happened to us: for two days a bot sent messages to FunPay buyers about orders into the wrong chat, the marketplace answered with an error, and buyers got nothing. The log had only a warning. If you deliver with a bot, open the order chat now and then through the buyer's eyes and check that the delivery is there.
What not to write
No contacts of your own, no links and no offers to pay outside the marketplace — even if the buyer asks for it. Accounts are blocked for that, along with the balance. More in the article “How not to get banned”.