Messaging a seller

Messaging a seller

You can message any store directly — for pre-sale questions, order issues, or return coordination.

Where to start a conversation

• Product page: the "Contact seller" button (messages the featured offer's store).
• Order page: "Contact seller" on the relevant seller group.

You must be signed in to message a seller; the button takes you to sign-in first if needed. Your conversations live at /account/messages.

How threads work

• One thread per topic: contacting the same seller about the same product or order reuses the existing thread instead of creating duplicates.
• On the seller's side, the thread goes to a shared store inbox that the store's team answers.
• You'll get an email when a seller replies (batched — at most one email per thread every 15 minutes; the buyer and seller sides are throttled independently), plus an in-app notification. Email notifications for messages can be turned off at /account/notifications.

Limits

• Messages up to 5,000 characters.
• Up to 5 attachments per message, 10 MB each — images (PNG, JPEG, WebP, GIF) and PDF only.
• Rate limit: 20 messages per minute.
• You can't message your own store.

Messaging before opening a claim

If an item never arrived or isn't as described, messaging the seller isn't just polite — it's required: a buyer-protection claim can only be opened after you've contacted the seller and given them time to respond (48 hours by default). See Returns and refunds.

Contacting Klatchit itself

For platform (not seller) issues, use /contact — pick a department (General question, Orders & shipping, Selling on Klatchit, Trust & safety). Signed-in users get a tracked support ticket in /account/messages; there's also /support for signed-in users.