How to Communicate with Customers

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🧭 Step 1: Access Your Vendor Dashboard

1. Visit MadeInNigeria.app.

2. Click “Login” at the top-right corner.

3. Enter your vendor email and password.

4. Once logged in, go to your Vendor Dashboard.

Your dashboard is the central hub where you can view orders, messages, reviews, and customer details.

📨 Ways to Communicate with Customers on Made In Nigeria

There are three main ways vendors can interact with customers:

1. Order Messages (Direct Communication on Orders)

2. Store Chat or Message System (General Inquiries)

3. Customer Reviews and Feedback (Public Communication)

Let’s look at each in detail 👇

🧾 1. Communicating Through Order Messages

When a customer places an order, all messages related to that purchase are stored within the Order Details Page.
This keeps your conversations organized and linked to specific transactions.

🪄 Step 2: Open Order Messages

1. From your dashboard, click “Orders.”

2. Select the specific Order ID you want to view.

3. Scroll down to the “Order Notes” or “Customer Communication” section.

You’ll see two options for sending messages:

• Private Note (Admin/Vendor Only)

• Customer Note (Visible to Buyer)

💌 Step 3: Add a Customer Note

To send a message to the buyer:

1. Type your message in the Customer Note box.

2. Click “Add Note.”

3. The customer will receive an email notification with your message.

✅ Example Message:

“Hello [Customer Name], your order has been packed and will be shipped within 24 hours. We’ll send you a tracking number once it’s dispatched. Thank you for shopping with us!”

✅ Tip: Keep order-related messages short, polite, and clear. Always include delivery timelines and tracking details if available.

🧠 Step 4: Use Private Notes for Internal Comments

Private notes are visible only to you and the admin team — not to customers.
You can use them to record internal updates like:

“Awaiting new stock — expected arrival 3rd November.”

These help you or your team stay organized without confusing the buyer.

💬 2. Communicating via Store Chat or Inquiry System

Some vendors (depending on your store setup) can enable live chat or contact forms directly on their storefront.

🛍️ Step 5: Enable Customer Messaging

1. Go to your Vendor Dashboard → Settings → Store Settings.

2. Look for an option like “Enable Customer Enquiries” or “Enable Store Chat.”

3. Turn it ON and save changes.

This allows customers to message you directly from your product or store page.

📥 Step 6: View and Reply to Messages

When a customer sends an inquiry:

• You’ll receive a notification or email alert.

• Go to Dashboard → Messages (or Enquiries) to view them.

• Click the message to open the conversation.

Type your reply in the text box and click “Send.”

✅ Example Message:

“Hello! Yes, this bag is available in black and brown. We can deliver to Abuja within 2–3 business days.”

✅ Tip: Always reply within 24 hours — quick responses increase your chances of making a sale.

⭐ 3. Responding to Customer Reviews and Feedback

After completing an order, customers can leave public reviews on your products or store.
This feedback affects your store rating and overall reputation.

🧾 Step 7: View Customer Reviews

1. Go to your Vendor Dashboard → Reviews.

2. You’ll see all product and store reviews with ratings (stars) and comments.

✅ Tip: Check this section regularly — responding to reviews shows customers that you care.

💬 Step 8: Reply to Reviews Professionally

To reply:

1. Click “Reply” under a review.

2. Write a short, polite message thanking the customer or addressing their concern.

3. Click “Post Reply.”

✅ Example Responses:
Positive Review:

“Thank you so much for your feedback! We’re happy you loved your purchase. Hope to serve you again soon!”

Negative Review:

“We’re sorry to hear you had an issue with your order. Please send us a message via your order page so we can resolve it quickly.”

✅ Tip: Never argue with a customer publicly. Stay calm, courteous, and offer to resolve the issue privately.

💼 Professional Communication Best Practices

To build lasting trust with customers on Made In Nigeria, follow these golden rules:

✅ Tip: Professional, consistent communication increases repeat buyers and reduces disputes.

🧭 Step 9: Handle Difficult Situations Gracefully

Sometimes customers may be upset about delays or damaged items.
Here’s how to handle it professionally:

1. Acknowledge — “We understand your frustration.”

2. Apologize — “We’re sorry this happened.”

3. Act — “We’ve arranged a replacement that will ship tomorrow.”

✅ Tip: Resolving issues quickly can turn unhappy buyers into loyal customers.

📋 Step 10: Keep a Record of All Communication

Always keep communication within the Made In Nigeria system.
This ensures:

• Transparency for both parties.

• Protection in case of disputes.

• Easy access for support staff to review the conversation if needed.

Avoid using external apps (like WhatsApp or Telegram) for official order communication.

💡 Quick Summary

💬 Need Help?

If you face communication issues or need help resolving a customer dispute, contact:
📩 vendors@madeinnigeria.app
or use the Help Center within your dashboard for real-time support.

Our team is here to help ensure smooth communication between you and your customers.