Why has the Message process changed - I cannot respond to a generic question!

[hobbiesrfun4all]

I received a message from a potential customer regarding a new product that is available.   She has sent the message from a different product that I had listed.  When I read the message, the only option of reply is to make an offer to the person.  This is pointless as they do not want this product but something different.  If I make them a dummy offer to explain about the new product, there are only 250 characters to explain the new product to this new customer (who I have probably lost now while I research how to respond to her).

I thought the old messaging system was satisfactory, but still not suitable to explain technical issues to new customers.  I can see why eBay may wish to restrict contact details between buyers and sellers, but potential buyers are going to but something unless they understand the product and any advancements or improvements that have been made.

Back to the original question, how do I respond to a customer who is looking for a generic answer, not an offer?

Dan

[twyngwyn]

Are they also a seller? If yes, message them through one of their own items....or could you add the answer to the blurb of the one that they're interested in?

[twyngwyn]

Go to send message....start typing.....then hit the arrow. Have you done that?

[hobbiesrfun4all]

Hi,

I have not checked if they are a seller.  The item they are interested in is not listed yet, that is why they are making the enquiry.  The item they have used to make contact with me is not of interest to them but the only response option I have available is "Send Offer".  If I go through this and create a false offer, I have only 250 characters to explain the item they are looking for, its availability and its characteristics. The item they are interested in is a recent development of other items that I sell.  I have no other option as I did in the old message system, to simply reply with a generic answer.

[hobbiesrfun4all · Accepted solution]

My apologies to all - I did not see the "Send Message" box which was right down the bottom of the screen.

Maybe my suggestion would be to bring this up to the bottom of the enquirers message.

Thank you for your assistance, I will now reply to my customer.

[twyngwyn]

It's all backwards now......send message......then type answer....then hit the arrow