Route Every Buyer Message to the Right Vendor, Automatically
A multi-vendor marketplace turns every buyer question into a routing problem before it's a support problem — which seller, which order, which item.
Reflys sorts it in chat and keeps buyers and vendors out of each other's inboxes.
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Where buyer messages
get lost
A single buyer message could belong to any of dozens of vendors, and sorting it out is manual
Split orders across multiple sellers mean a buyer gets shipping updates on their own timeline, not the marketplace's
Return and dispute questions stall while someone figures out which vendor is actually responsible
Vendor inventory, payout, and order data live in each seller's own system, disconnected from the marketplace's buyer-facing chat
New vendor onboarding questions repeat for every seller who joins the platform
“Where's my order” gets asked to the marketplace even when the delay is on the vendor's side
From Buyer Message to the Right Vendor
Buyer-to-Vendor Routing
Incoming messages are matched to the right vendor and order automatically.
Split-Order Status Flow
Buyers get one consolidated status update even when items ship from different sellers.
Dispute Intake Flow
Return and dispute requests are captured with order and vendor details up front, before escalation.
CRM Integration
Connects to your marketplace or vendor-management platform via API or webhook, configured directly into your automations — reads vendor and order data and writes status and dispute updates back in parallel, no double entry.
Where Marketplace Conversations Happen
WhatsApp-led for order and dispute conversations that need a paper trail; Instagram DM for buyers discovering vendors through shoppable posts.
Route Buyers From Shoppable Posts
Instagram DM picks up buyers discovering vendors through shoppable posts and routes each question to the right seller.
Best for:
- Vendor routing
- Shoppable posts
Keep Orders and Disputes on Record
WhatsApp handles split-order status and return or dispute conversations that need a paper trail.
Best for:
- Split-order status
- Dispute intake
How Marketplaces Can Route Buyer Messages to the Right Seller
On a single-brand store, a customer question goes to one team. On a marketplace, the same question could belong to any of dozens of sellers. Before anyone can help, someone has to work out which order, which item and which vendor. That sorting step is where most marketplace support time goes.
The fix is to collect the routing details first and answer second:
How to fix it
Ask for the order ID up front
With the order, you know the seller, the items and the shipping status without more questions.
Route by vendor, not by topic
A delivery question about Vendor A's item should reach Vendor A, not a general queue.
Combine split-order updates
A buyer with three items from three sellers wants one clear status, not three separate updates.
Capture dispute details before escalating
Order, item, vendor, issue and photos. Complete disputes get resolved faster and more fairly.
Keep a standard answer set for new vendors
Onboarding questions repeat with every seller who joins. Answer them once.
Reflys matches each buyer message to the right order and vendor, sends one combined status update for split orders, and captures return and dispute details before they reach your team. It connects to your marketplace or vendor-management platform, so buyers and vendors stay out of each other's inboxes.
Questions? We've got answers.
Everything you need to know about Reflys, automations, integrations, and getting started.
The routing flow matches the message to the order and seller behind it, so it reaches the right vendor instead of a generic support queue.
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