XiriGo Vendor DocsCommunication Center
Customer messages, product Q&A, support tickets, and dispute management. Learn about all 4 communication channels in detail.
Communication Center
The Communication module consists of 4 different channels. Each one is used for a different purpose:
| Channel | Where | Who Can See | What It's Used For |
|---|---|---|---|
| Messages | Communication > Messages | You + Customer | Questions about orders, delivery info, general communication |
| Questions | Communication > Questions | Everyone (public) | Technical Q&A about products (visible on the product page) |
| Support | Communication > Support | You + XiriGo Team | Platform-related issues, technical support, payment problems |
| Disputes | Communication > Disputes | You + Customer + XiriGo Mediator | Formal complaint processes (return rejection, damaged product, etc.) |
Don't mix them up: Use Messages to communicate with customers. Use Support to get help from the XiriGo platform. When a customer files a formal complaint, you'll see it in the Disputes section.
1. Messages
Navigate to Communication > Messages.
Message List
On the left side, all your conversation threads are listed:
| Info | Description |
|---|---|
| Customer Name | Who you're messaging with |
| Last Message Preview | The first few words of the last message |
| Time | When the last message was sent |
| Unread | Blue dot = there are unread messages |
| Context | If the message is linked to an order or product, the relevant number appears |
Writing a Message
When you click on a conversation, a chat view opens on the right side:
- Your messages appear on the right (green bubble)
- Customer messages appear on the left (gray bubble)
- Each message shows the sender's name and time
- You can click on images and files to enlarge or download them
To send a message:
- Type your message in the text field at the bottom
- If you want to attach a file, click the paperclip icon (image, PDF, document — max 10 MB)
- Click the "Send" button or press Enter
Closing a Conversation
After resolving the issue, click the "Close Conversation" button. Closed conversations are archived but can be reopened.
Tip
Response time matters! Responding to customer messages within 4 hours positively impacts your seller score. Fast responses = high customer satisfaction = more sales.
2. Product Q&A
Navigate to Communication > Questions.
This section contains questions that customers ask about your products. Important difference: These questions and answers are public — all visitors can see them on the product page.
Question List
| Column | Description |
|---|---|
| Product | The product name and image the question was asked about |
| Question | The question the customer asked |
| Status | Answered / Unanswered |
| Date | Question date |
By default, unanswered questions appear at the top.
Answering a Question
The question detail page opens. You'll see the full text of the question, product information, and any previous answers.
Enter your answer in the text field at the bottom.
Your answer is immediately published on the product page. The customer who asked the question receives a notification.
Product Q&A is public! Your answers are visible to all visitors on the product page. Keep these rules in mind:
- Be professional and helpful
- Don't share personal information (phone, email, etc.)
- Don't include external links
- Don't badmouth your competitors
- Don't provide incorrect information (it damages your credibility)
Tip
A good Q&A section boosts sales! Potential customers read questions and answers before making a purchase. Detailed and helpful answers make it easier for customers to decide.
3. Support Tickets
Navigate to Communication > Support.
Support tickets are for communication between you and the XiriGo platform team. Customers cannot see these.
When Should I Open a Support Ticket?
| Situation | Category | Example |
|---|---|---|
| Can't log into the panel | Account | "My password won't reset" |
| Payment not received | Payment | "Payment has been in pending balance for 2 weeks" |
| Bug in the panel | Technical | "The offer creation page won't load" |
| Commission rate is wrong | Payment | "Commission shows 15% but my plan should be 12%" |
| Product missing from catalog | Other | "Samsung Galaxy S25 is not in the catalog, I'd like it added" |
| Policy question | Policy | "What is the return policy? I'd like detailed information" |
Creating a New Support Ticket
Account, Payment, Technical, Policy, or Other
| Field | Required | Description |
|---|---|---|
| Subject | Yes | Brief summary (max 100 characters) |
| Description | Yes | Detailed explanation. For technical issues, describe the steps to reproduce. |
| Priority | Yes | Low / Medium / High / Urgent |
| Attachments | No | Screenshots, documents, etc. |
| Related Order | No | Select if the issue is related to an order |
When should "Urgent" priority be used? Only for situations that directly prevent you from making sales: account lockout, payment failure, panel completely not working. Unnecessary "Urgent" usage delays the support team's ability to help other sellers.
Your ticket number (TK-XXX) is generated and the support team is notified.
Ticket Tracking
After a ticket is created:
- You'll receive notifications as the support team responds
- All correspondence is visible on the ticket detail page
- When the issue is resolved, you can close it by clicking the "Mark as Resolved" button
Note
Support tickets are private. Only you and the XiriGo support team can see them. Your customers cannot.
4. Disputes
Navigate to Communication > Disputes.
A dispute is when a customer initiates a formal complaint process. Unlike regular messaging, the platform acts as a mediator here.
When Is a Dispute Opened?
A customer opens a dispute in the following situations:
- You rejected a return request and the customer disagreed
- The product was not delivered (lost in shipping)
- The product was defective or the wrong product was sent
- Damaged product
Dispute List
| Column | Description |
|---|---|
| Dispute No | Unique number (DS-XXX) |
| Order | Related order number |
| Reason | Why it was opened (product not received, damaged, wrong product, etc.) |
| Status | Open, Awaiting Response, Under Review, Resolved |
| Amount | Dispute amount |
| Deadline | The deadline for you to respond |
Responding to a Dispute
On the detail page:
- The customer's complaint (full text)
- Evidence uploaded by the customer (photos, documents)
- Related order details
| Field | Required | Description |
|---|---|---|
| Your Response | Yes | Explain the situation from your side. Be specific and factual. |
| Evidence | No | Upload shipping documents, product photos, communication records |
| Resolution Proposal | No | Full refund, partial refund, send replacement, or reject |
Your response is sent to the platform and the customer. The platform mediator begins their review.
Pay attention to the deadline! You generally have 72 hours to respond to a dispute. If you don't respond, the dispute is automatically resolved in the customer's favor and the amount is deducted from your balance.
Dispute Outcomes
| Outcome | Meaning | Financial Impact |
|---|---|---|
| Full Refund | The customer gets all their money back | Amount is deducted from your balance |
| Partial Refund | The agreed amount is refunded | Partial amount is deducted |
| Send Replacement | You resend the product for free | Shipping cost is yours |
| No Action | The dispute is resolved in your favor | No financial impact |
Tip
Tips for winning disputes:
- Keep delivery confirmation documents (opt for photo confirmation on delivery)
- Take photos while packaging the product
- Keep records of your conversations with the customer
- Present concrete evidence — write factually, not emotionally
Frequently Asked Questions
Related Pages
Finance and Payments
Balance tracking, commission calculations, transaction history, payment schedule, and XiriPoints loyalty fund. Everything you need to know to keep track of your money.
Analytics and Reports
Sales charts, performance metrics, seller tier, best-selling products, stock alerts, customer geographic distribution, and report generation.