Order and PO conversations

Every order and PO with messages has its own conversation under Messages → Orders & POs, newest first. Order threads are with the customer; PO threads are with the factory. The same conversations also sit on the order or PO itself, so you can write from either place.

#Using a conversation

• The thread header shows the order or PO's status and key facts. Open closes Messages and opens the full record.
• Opening a conversation marks only that one read.
• The composer tells you who will read it, for example "Your factory will read this in Chinese" when translation is on.
• Each message you send shows a tick: one ✓ is Sent, two ✓✓ is Seen, meaning the customer or factory has read it.
• "…is typing" shows when the other side, or a teammate, is writing.

#What the customer receives

Customers see order messages in their portal's Messages and get a bell notification there. They don't get an email.

Customer messages on an order unlock once the order is confirmed. Before that, the Customer messages box on the order is locked.

#What the factory receives

Factories see PO messages on the PO in their portal, with a notification. Factory users who opted in may also get an email.

Factory messages also alert your store contact email (Settings → General). If your account has automatic translation switched on, the alert quotes the English. See Automatic translation of factory messages.

#Factories without a portal login

A factory that doesn't use the portal can reply to the PO email. Their reply lands in the PO's Factory messages in amber, with an ✉ marker, so you can tell it came from a mailbox. Only the new part of their reply is filed; the quoted history and signature are left out.

#Archiving

Archive moves a conversation out of the inbox. It deletes nothing. View archived (n) shows archived conversations, and ← Back to inbox returns. If the other side replies, the conversation comes back to the inbox by itself.

#Common questions

Did the customer get an email about my message? No. Customers are told in their portal and by a bell.

Did the factory get an email? They get a portal notification. Factory users who opted in may get an email.

A conversation disappeared. It was probably archived. Check View archived, or the filter you have on.

I can't message the customer on a draft order. Customer messages unlock once the order is confirmed.