Lesson 4 of 6 · 3 min

Answering enquiries well

Enquiries come to your email. Reply quickly, clearly and safely.

Where enquiries arrive

Buyers use the form on your page. Each message is emailed to your enquiry address.

Enquiries also appear under Enquiries on the My businesses page. Your enquiry address is never shown publicly.

Reply quickly

Buyers often contact more than one business. Reply as soon as you can.

You reply to the buyer directly by email.

• Check your enquiry email every working day.
• Read the full message before you reply.
• Answer the question that was asked first.

What to include in a reply

A good reply is short and clear. It shows the buyer that you understand what they need.

• Thank the buyer for their message.
• Answer their question clearly.
• Give prices or lead times only if you can keep them.
• Say how the buyer can reach you.

Stay safe

Enquiries may only be used to reply to the buyer.

Never ask buyers for passwords. Be careful with anyone who asks you to pay a fee upfront, or to use an unusual payment method.