Messages on AuctionNinja

Answering and sending messages on AuctionNinja.

Sellers can send and receive messages from bidders on AuctionNinja. This system is designed to provide documented correspondence between sellers and their customers.

 

Receiving Messages: 

Messages appear in the top right corner of the seller dashboard:

Selecting the messages tab will take sellers to the following page: 

 

 

***Please note that this screenshot is from a demo account. Sellers should not allow 187 tickets to go unanswered. If sellers have questions about customer service, please contact our success specialist for guidance.****

 

The user refers to the name of the client, while auction manager refers to the auction representative associated with the bidder's inquiry. For example, if the bidder submits a question regarding a listed item, the auction representative for that sale will appear in the auction manager column. 

If the inquiry is a question regarding an item, that item's information will appear in the "item" field--the auction field will contain the associated sale. 

 

Ticket status: 

• Open
  • There has been no activity associated with the ticket after it was created. 
• Awaiting client response
  • The seller has responded. 
• Awaiting seller response
  • The bidder has replied to the seller's message. 
• Resolved
  • No further action is necessary. 
• Closed
  • No further action is necessary.

 

**Please note: some sellers use the "closed" and "resolved" ticket statuses for different correspondence indications. They might use "closed" to denote when an inquiry is no longer relevant (asking about an item from a closed auction), or when a bidder does not respond to the seller's message.**

 

Sellers can also see tickets on their dashboard, organized by month: 

 

 

• R: Reply
  • Reply to the bidder's message. They will receive a notification that their ticket was updated. The entire message will appear after the seller selects "R." 
• F: Forward
  • Forward specific tickets to specific employees or email accounts for review or tracking. 
• D: Delete
  • Delete the ticket. 

 

Sending Messages:

Bidders and sellers can send messages through AuctionNinja. 

Bidders:

Bidders can ask questions about specific items. When this happens, the auction representative will receive a notification: 

 

 

Bidders can also submit messages via the seller contact page. This is accessible through the seller's landing page:

 

Sellers:

First select "clients." 

 

 

Select the drop down arrow under the word "action" next to the client the seller wishes to contact, and select "email customer." 

 

By selecting "create a ticket," the system automatically assigns a ticket number to the message string. This allows the seller to easily track past an ongoing correspondence. 

 

PLEASE NOTE: Sellers should only message bidders if it's relevant to an ongoing or recently closed sale. The messaging system is not designed for sellers to promote up coming to sales to their bidder base. 

 

 

 

Learn to email winning bidders HERE

Learn to sell to the underbidder HERE