Messaging buyers
Prompt, professional communication is one of the most visible signals of a good seller on ScentSell. Buyers check your response time before making an offer — and it directly affects your rating.
How to access your messages
Go to the Messages icon in the header (top right of the navigation). All conversations — from all your active listings — appear here. Unread messages are highlighted with a badge count.
You can also access messages from individual listing pages or from a specific order in your Dashboard.
Responding to enquiries
Buyers often message before purchasing to ask about:
- Fill level and condition accuracy
- Batch codes or authenticity questions
- Combining shipping on multiple purchases
Best practice: Respond within 24 hours. ScentSell tracks your average response time, and buyers can see it on your profile. A response time over 72 hours negatively affects buyer confidence.
Set up browser notifications or push notifications for Messages so you never miss an enquiry. Go to Settings → Notifications to enable message alerts.
After a sale
Once a buyer has purchased, the message thread stays open. Common post-sale uses:
- Confirming when you're dispatching
- Sharing a photo of the packed parcel
- Providing the tracking number directly (you can also do this via your Dashboard → Orders)
What not to use messages for
- Do not ask buyers to pay outside of ScentSell (this voids buyer protection and violates our terms)
- Do not share personal email addresses or phone numbers to circumvent the platform
- For formal disputes, direct buyers to the Dispute process
How response time affects your rating
Buyer ratings (1–5 stars, left after delivery) often reflect the overall experience — including how quickly and helpfully you communicated. Fast, helpful responses consistently lead to higher ratings and more repeat buyers.