Message a merchant about an existing order
Keep trade communication in the order and understand chat restrictions.
Order chat is attached to a specific trade and is available to its participants. It is not the Help Center’s support service and is not a place to share login or identity credentials.
Open and use chat
- Open your order from Orders. On desktop, find the chat panel alongside the payment details; on smaller screens it follows the order content.
- On the native app, open the order’s chat action or use the Orders → Chats view.
- Write a concise message describing the order question. Keep text within the 1,000-character message limit.
- Send the message and check that it appears in the conversation. If sending fails, check the displayed error before retrying.
Why a message may be rejected
Phone numbers, email addresses and off-platform handles are filtered. Remove contact details and keep the discussion on the order. Sending too quickly is also limited; pause before trying again. Do not split or disguise contact details to bypass the checks.
Closed or disconnected conversations
Completed and cancelled orders can retain a readable transcript but do not accept normal new messages. If a conversation is disconnected, reopen the order and check your connection. For unresolved problems, contact support with the order reference. Chat agreement does not replace the order’s payment destination, status or receipt confirmation.