PushAuction - Auto messages

Auto messages

About This Feature:

The Auto Message feature allows the system to automatically send messages to buyers in various key scenarios, such as when an order is placed, payment is confirmed, an item is shipped, the item is delivered, or feedback is left.
By using predefined message templates, sellers can respond quickly and proactively, improving the buyer experience while greatly reducing time spent on manual messaging.

Notes:

The Auto Message and Auto Feedback features only take effect when both the Sales and CRM modules are subscribed.

Ⅰ . Create Auto Message

Step 1: Go to the top-right corner [Settings] > [CS Setting] > [Auto Message], choose when the message should be sent, then click [Add].

Step 2:

1) Enter a rule name.

2) Select a message template (for customized templates, see Message Templates).

3) Set the delay time before sending. If you need multiple follow-up messages, click the + icon to add more templates and time (up to 5)

4) Set the conditions for applying this rule, including eBay accounts, countries, SKUs, platform SKUs, shipping type, and shipping methods. Leaving a field blank if you don't want to limit that condition.

5) Click [Save].

Note: For the “Received Feedback” scenario, you need to create separate auto-message rules for each feedback type — Positive, Neutral, and Negative.

Step 3: Switch the created rule to “Enabled” status.

Note: When the same order or feedback meets multiple rule conditions at the same time, the system will only execute the rule with the highest priority. The rule that appears higher in the list has a higher priority.

Example:

In the “Received Feedback” scenario, three rules are created (as shown in the image below):

Rule 1: For positive feedback, no specific conditions.
Rule 2: For neutral feedback, condition: buyer from the United States, other conditions not limited.
Rule 3: For neutral feedback, conditions: buyer from the United States + SKU BCX-1157-01, other conditions not limited.

When a U.S. buyer leaves neutral feedback for SKU BCX-1157-01, the system detects that both Rule 2 and Rule 3 match. B ut since Rule 2 has a higher priority, only Rule 2 will be triggered,
and Rule 3 will not execute.

Ⅱ. Viewing Auto-Message Sending Status

Go to [CRM] > [eBay Message logs] to view details.

Send queue: Messages waiting to be sent
Sent logs: Messages that have already been sent

Article Number: 1549
Author: Sat, Jul 11, 2020
Last Updated: Fri, Feb 6, 2026

Online URL: https://kb.pushauction.com/article.php?id=1549