Allegro Discussions and the Message Center: what has changed for sellers since 28 October 2026

What changed in Discussions on 28 October 2026

New reports from buyers now reach the seller as purchase problems: on a business account they go to the ‘Messages’ tab in the Sales Center, and on a regular account to the Message Center. Allegro had already been testing this route on some purchases from sellers with regular accounts and on 28 October extended it to most sellers, although Discussions opened before that date are handled the same way as before. For a few weeks, then, customer cases sit in two places at once, and each of them follows slightly different rules.

Allegro has carried the key time limits over from Discussions unchanged, so the differences lie mainly in how the buyer reports a problem and when they get help from the platform. They are easiest to see when you put the two routes side by side:

• Where the conversation happens: a Discussion sits in the ‘Complaints and Discussions with buyers’ tab in the Sales Center, whereas a purchase problem appears in the ‘Messages’ tab in the Sales Center or in the Message Center.
• Number of reports: a Discussion covers the whole order and there can only be one, whereas a purchase problem relates to a single product, so a customer who buys several products, or several units of one, can open several threads.
• Reopening: the buyer can reopen a Discussion themselves only once, but a purchase problem thread as many times as they need, in both cases for up to 2 years from the purchase.
• Allegro Buyer Protection: in a Discussion the customer asks for help by marking the Discussion as unresolved, whereas a purchase problem has no such option and Allegro decides on any request for help based on its own data.
• Closing: a Discussion closes no later than 30 days after it was opened, regardless of how the conversation has gone, whereas a purchase problem closes once the case is resolved or later, depending on the activity in the thread and the type of problem.

For the seller, the fourth difference matters most. Allegro has dropped the option of marking a case as unresolved because it regarded this as the customer’s subjective judgement, and whether a problem has been solved is now settled by the facts of the order: a delivered parcel, a full refund or the buyer’s answer to a question the platform asks them once the deadline has passed. In practice this means that talking alone is not enough, because if after 7 or 14 days Allegro sees neither a delivery nor a refund, it is the customer’s answer that decides what happens to the case next.

Where sellers will find buyer reports

A business selling on Allegro will find new reports in the ‘Messages’ tab in the Sales Center rather than in the Message Center the media have been writing about, because the Message Center is the view for regular accounts. Old Discussions stay where they were, in the ‘Complaints and Discussions with buyers’ tab in the Sales Center or, for private sales, in the ‘Discussions with buyers’ tab in My Allegro, and until the last of them has closed you need to keep checking both places.

In the ‘Messages’ tab a report is easy to tell apart from an ordinary question, because it carries a label giving the reason, such as ‘Purchase problem: item missing from the parcel’, and a filter lets you show problem reports only. Each thread opens with an automatic message showing the order number, the product name, the number of units and the reason for the report, so there is no need to ask the customer which purchase they mean, and threads with a 24-hour response deadline are highlighted in the list. You can also sort reports by the ‘in progress’ and ‘completed’ statuses, and Allegro sends you an e-mail with the details of every new problem, which means you know something is waiting for a reply even without opening the Sales Center. Within the conversation itself, both sides can add photos and files, just as in any other message.

How much time the seller has: 24 hours to reply, 7 and 14 days to resolve

A buyer can report a problem no earlier than one hour after paying for the order and no later than 2 years after the purchase, and from the moment they do, you are required to reply to the first message within 24 hours. Allegro does not count Saturdays, Sundays or public holidays here, so you can deal with a message sent at the weekend until 23:59 on Monday, and with one sent on a public holiday until 23:59 on the next working day.

You have 7 days to resolve the case when it concerns the shipment (a delayed or lost parcel, or an item missing from it) and 14 days for any other reason. If, after that time, Allegro sees no information that would allow it to close the report, it asks the customer whether the problem has been solved and, if they say no, invites them to request help under Allegro Buyer Protection.

When a thread closes on its own

A thread closes automatically when the parcel you sent reaches the recipient, when you refund the customer the full amount for the order through Allegro, or when the conversation goes quiet. In that last case, once the 7 days for resolving a shipping problem are up, the platform counts down a further 7 days, while for other problems it counts down a further 14 days after their resolution period, and if nobody writes during that time it closes the report, although every new message resets the countdown. Allegro itself tells the buyer in the thread that the parcel has been delivered or the full amount refunded, so in these two situations you don’t need to write a separate message.

When Allegro joins the conversation

A member of Allegro’s staff, known as an Allegro consultant, joins the conversation only once the buyer clicks the ‘Allegro Help’ button, and can then agree a solution with both sides and close the thread manually. Something similar happens when the customer reports the problem directly to Allegro: the platform then opens the thread on their behalf so that the two of you can talk in one place. Allegro’s help page does not, however, describe a separate help button for the seller, which is why, if the conversation stalls, all you can do is use the ‘Contact us’ option in the help centre or post a question in the Allegro Community, on the ‘Allegro Gadane’ forum, where moderators answer too.

Where Allegro Discussions still apply

Discussions have not disappeared entirely, because a buyer can still start a discussion after a purchase on Allegro Lokalnie or from a seller who uses Allegro Warehouse. Then there are the cases opened before 28 October, which have to be seen through to the end. Every Discussion closes no later than 30 days after it was opened, but because the customer can reopen a closed Discussion one more time, it is worth checking the ‘Complaints and Discussions with buyers’ tab after that deadline as well.

A purchase problem is not a complaint

A thread in the ‘Messages’ tab does not replace a complaint, because according to Allegro a purchase problem is a place to talk to the customer and resolve the matter, whereas a complaint is a specific claim that places legal obligations on the seller. So if, in their report, the customer demands something under the statutory warranty, such as a replacement for a faulty item or a refund once it has been sent back, Allegro recommends treating the report as a complaint: you carry on the conversation in the thread, but you handle the case in line with the law and within the statutory deadlines. These obligations stem from the law rather than from Allegro’s terms and conditions, which is why the new reporting route changes nothing about them, and if a customer opens a purchase problem and a separate complaint at the same time, the simplest thing is to ask them to choose one place for the conversation. A quick decision pays off twice over, because a separate sales quality metric awards the full 50 points for an average complaint handling time of less than 7 days.

Your customer service software has to see the new reports

This is the part of the change that is easiest to miss and that can cost the most if you reply to buyers in an external system, for example in Responso or another program integrated with Allegro. Your software will only fetch new purchase problems through the new /messaging endpoints for the Message Center in the Allegro API, while software built on the old Discussion endpoints will not see reports created from 28 October 2026 onwards. In that case, your team may not see them at all, even though the response clock is ticking, and the /sale/issues endpoint, which still handles Discussions from before that date, is ultimately meant to be used for complaints only.

Allegro therefore recommends contacting your software provider or your own IT department and making sure they have rolled out the new version of the Message Center integration. The easiest way to check this yourself is to compare the reports from the last few days in the ‘Messages’ tab in the Sales Center with what your software shows.

How purchase problems affect sales quality

Purchase problems, just like Discussions, count towards sales quality in two metrics, the first of which, ‘Unresolved buyer issues’, compares the number of compensation payouts made under Buyer Protection with the number of purchase problems, Discussions and complaints from the last 30 days. It only awards negative points, to a maximum of −200, and a result of up to 10% costs nothing, while every further 10 percentage points takes away 20 points. No negative points are given if, in that period, there were fewer than 3 purchase problems, Discussions and complaints, or Buyer Protection payouts. What counts is compensation charged to your Allegro billing, although the platform can make an exception either way: it can disregard a payout if you resolved the case in line with the law and Allegro’s rules, or count it if you did not.

The second metric, ‘Timely responses’, looks at the percentage of customer messages you answer within 24 hours, which is why it pays to reply to every message in a thread within that time, not just the first one. Messages in purchase problems and Discussions count, as do questions from the Message Center, including those sent via the ‘Ask a question’ option on the listing page and ‘Ask about purchase’ in the ‘Purchase history’ tab. For every 1% above 95% timely responses you gain 10 points, and for every 1% below it you lose 3, so the result ranges from −285 to 50 points: at 99% you gain 40 points, while at 90% you lose 15. On a scale that tops out at 400 points, with the Super level starting at 230, a difference like that can decide your account’s level. The other metrics and the way Allegro calculates them are described on its help page about the points awarded for each sales quality metric.

How to organise report handling in your business

The new rules reward the seller who closes cases with facts rather than conversation alone, because a delivered parcel or a full refund through Allegro ends the thread straight away. With a shipping problem, then, check the status with the carrier first and decide quickly whether to resend the missing goods or give the money back. And since each product has its own thread, when a customer buys several products, look through all the reports for that transaction before you reply, so that you tell the customer the same thing in each of them.

Your team’s working rhythm matters just as much. Because weekend messages have to be dealt with by 23:59 on Monday, it is Monday that has the longest queue, so it is worth setting aside more time that day for whoever handles customer service. E-mail notifications about new problems are best sent to an inbox that more than one person reads, and work in the Sales Center should start with the filter showing reports only and with the threads that have a 24-hour deadline, because these are the ones that affect your sales quality fastest.

We saw how this kind of discipline translates into results for a brick-and-mortar pharmacy whose Allegro sales we launched in 2023. From the outset, the business adapted its processes to Allegro’s customer service and shipping requirements, and as a result, by September 2024 its account had held Super+, then the highest sales quality level, for more than a year, its buyer satisfaction rate had stood at 99.9% for the previous twelve months, and 2,153 of its 2,185 parcels had been dispatched on time. That story dates back to the days of Discussions and the old quality scale, but the principle remains the same: the sooner a case ends with a delivery or a refund, the less often the customer turns to Buyer Protection. We have described the whole partnership in our case study of the pharmacy on Allegro.

If nobody in your company keeps an eye on messages every day, we can take over day-to-day customer service, the resolution of cases with buyers, and returns and complaints as part of our Allegro account management with customer service, an add-on charged separately on top of running your account.

Which messages a seller may send on their own initiative

The new reporting route is part of a wider reorganisation of communication on Allegro, which the platform described in its announcement for integration developers dated 11 September 2025 (in Polish). In it, Allegro listed the messages a seller may not send on their own initiative after a purchase: updates on the order fulfilment status, payment reminders, requests to change or remove a rating, and messages that duplicate Allegro’s notifications, such as an order or payment confirmation, order details, shipment details or a request for a rating. The same ban covers sending invoices as PDF files or links if Allegro lets you add them through a separate feature.

These restrictions, however, apply only to messages the seller initiates, so when a customer asks about their order status or an invoice, you can reply as normal. Allegro has announced that it will block prohibited messages from being sent and may also reduce sales quality points or impose sanctions on the account, which is why it is worth reviewing the automatic messages sent by your order management software with this in mind.

Frequently asked questions

Where are Allegro discussions after 28 October?

New reports from buyers go to the ‘Messages’ tab in the Sales Center, or to the Message Center on a regular account, whereas Discussions opened before 28 October are still where they always were, in the ‘Complaints and Discussions with buyers’ tab. New Discussions are now only opened after purchases on Allegro Lokalnie and from sellers who use Allegro Warehouse.

How long does a seller have to reply in a discussion?

You have 24 hours to reply to the first message in a new report, not counting Saturdays, Sundays and public holidays, and 7 days to resolve the case if it concerns shipping, or 14 days for any other problem. Late replies also lower your score in the ‘Timely responses’ metric.

Can a buyer reopen a closed discussion?

A buyer can reopen a Discussion themselves only once, but they can reopen a closed purchase problem thread as many times as they need if the trouble with the same product comes back. In both cases they have 2 years from the purchase to do so.

Does the seller bear the cost of an unresolved case?

You may have to bear the cost yourself, because compensation paid to customers under Allegro Buyer Protection can be charged to your Allegro billing. Each such payout also lowers your score in the ‘Unresolved buyer issues’ metric, in which you can lose up to 200 sales quality points.

When does Allegro join the conversation with the buyer?

A member of Allegro’s staff joins the thread when the buyer clicks the ‘Allegro Help’ button. If they don’t, the platform only steps in of its own accord after 7 or 14 days, when it asks the customer whether the problem has been solved and, if the answer is no, invites them to request help under Buyer Protection.

Can a buyer mark a purchase problem as unresolved?

No, because Allegro has dropped this option, regarding it as a subjective judgement by customers. Whether a case needs help under Buyer Protection is now decided by the order data and by the customer’s answer to the question asked once the deadline has passed.

Summary

The 28 October change did not shorten any deadlines, but it shifted the emphasis from the buyer’s judgement to the facts of the order, which is why it is worth checking three things to start with: whether your team works in the ‘Messages’ tab in the Sales Center, whether your customer service software fetches the new reports, and whether someone has time on Mondays for the weekend queue. If you want to know whether the way customers are handled on your account is dragging down your sales quality, start with an audit of your Allegro account or book a free consultation with us.