Oftentimes, eBay and Amazon sellers must wait for customers to initiate messaging. However, if you’re selling products that require customization or need clarification on something that wasn’t specific at the point of purchase, being able to message buyers prior to shipping is important and can help reduce returns.

With this new release, you can now proactively contact customers by going to Tools > Orders, and then selecting the relevant order.

Not only can users create their own Custom Fields to help with tracking company-specific data (e.g. Reason for return, Consignment number, etc), but those same Custom Fields can now be exported, along with Regular Fields. Plus we’ve added a downloadable User Action report with audit trail details. All reports can be exported in CSV format.

Users can now take control of the message order from inside a ticket — newest to oldest, oldest to newest. This can be done automatically by going to My Settings > Settings, and then changing the default toggle for Message Order. Messages can also be sorted manually when viewing a ticket.

Linnworks customer invoices will now automatically appear under Order Details when viewing a message. Just click on the link, save, then drag and drop the downloaded PDF file into the message box to attach. Historically, users would have to log in to Linnworks, find the order and the PDF invoice, download it to their computer and then attach it to the message. This is a huge time saver.

Action buttons at the top of the ticket list page remain sticky when viewing a list of tickets. This is incredibly helpful if you’re performing bulk functions and don’t want to scroll back to the top to perform the action.

If you’re receiving marketplace system notifications or spam messages, you likely have a rule in Replyco that tags them for further action (e.g. Mark as Resolved). In the past, these messages were left as “unread” (even if counted as Resolved), and would still appear in your Unread Messages report. Now, with the new action “Mark as Read” in Rules, these notifications will no longer appear in your Unread Messages report. Voila!

Upload attachments via drag and drop from the desktop to the message box.

Signatures are now displayed at the bottom of the most recent reply instead of at the end of the original message being forwarded.

Tracking for user actions (e.g. Alex opened the ticket) is now grouped together to save space. To view the entire audit trail, click on the row to expand.

When performing bulk actions, the clickable space around the checkbox has been increased for easier selection.