Who Can Write in Chats and How

Both sellers and customers can write in the chat.

Customers can:

• write first after placing the order;
• reply to sellers on their messages;
• write before placing an order from the PDP;

You can:

• reply to customer messages;
• write first after the order is paid.

Ozon Assistant answers in the chat

The tool works in test mode and is not available to all sellers.

To save your time on processing standard questions from customers, Ozon Assistant replies in some chats. It only handles questions about delivery, returns, and order cancellation. Customers will see that it is the Assistant communicating with them, not the seller.

If the Assistant’s reply is incomplete or incorrect, write another message with clarifications in the chat.