How do I contact retailers on Faire?

The best way to get in touch with one of your buyers and grow your relationships on Faire is through Faire Messenger.

Who can I contact on Faire Messenger?

Any retailer on Faire is able to contact you through Faire Messenger. Once a retailer has placed an order with your shop on Faire, they will appear in your Messages tab as an empty conversation to allow you to easily contact them about their order as needed.

You are not able to reach out to retailers who have not yet ordered from you, and you are unable to message other brands. Prospective retailers are able to reach out to you through Faire Messenger and will typically inquire about product information, lead time, and/or your shop.

How do I access Faire Messenger?

To access Faire Messenger from your desktop, laptop computer or the Faire app for brands, go to the Messages tab in your portal, search for the retailer you’d like to contact, and open up the chat.

You can also access your conversations from anywhere on your portal by clicking on the speech bubble in the bottom right corner of your screen. This will open up your Chat Community, where you can then proceed to access your conversations with retailers.

Once inside Messenger, your inbox automatically prioritizes conversations that require a response in the Needs Reply section, helping you stay on top of time-sensitive retailer messages.

How do I unsend a message?

You can delete a sent message within 10 minutes. To delete a message follow the steps below:

1. Hover over the message you’d like to unsend and select the three dots
2. Select delete message
3. The message will show as deleted

To delete a message sent more than 10 minutes ago, please let us know we'll connect you with a support specialist to help.

What does it mean if a conversation is in the Needs Reply section?

Conversations are automatically surfaced here when they require attention, making it easier to focus on urgent retailer messages first. This allows you to focus on what matters and never miss a time-sensitive conversation. You can also add or remove conversations from this section by following the steps below:

1. Open a messenger conversation
2. Select the three dots in the top-right corner of the conversation
3. Select either Marks as needs reply to add the conversation to your Needs Reply section or select Dismiss to remove the conversation from your Needs Reply section

What are Faire Messenger templates?

Templates are designed to help you save time responding to common questions or follow-ups while keeping communication personalized and on-brand.

We have default templates you can send through Faire Messenger for the following:

• Items in cart—reach out to a retailer who has items in their bag, but hasn’t checked out
• Request review—ask a retailer to leave a review for their purchase

To use a message template:

1. Open Faire Messenger and select the thread with the retailer.
2. Select Use template at the bottom of the page.
3. Choose a template from the list.
   • To edit the default message a template sends, choose Edit template instead of selecting the template from the list. Any changes you save will overwrite the existing message, not save as a new template.
4. Customize your message and select Send.

Can I mark a message as spam?

Yes, you can mark any message as spam in Faire Messenger. Here's how:

1. Select the message you want to report.
2. Choose Mark message as spam in the top right corner.
3. Confirm the action in the pop-up window.

Once marked, the conversation will be removed from your inbox right away, and the information is sent to our team for review—you won’t see that conversation again.

What else can I do in Faire Messenger?

There are many different actions you can take within Faire Messenger conversations with retailers.

Actions that can be taken within a Faire Messenger chat include:

1. Select the retailer’s store name to view their contact information, recent orders with your shop, and view if they have an open cart with you
2. View ship status and tracking details for recent orders directly from the conversation
3. See when an order has shipped in multiple packages
4. Quickly review a retailer’s store location and website for additional context
5. Select Create Invoice to set up an invoice with the retailer. For additional information on how to invoice retailers, please visit How to write your invoices through Faire
6. Select the paperclip icon to upload images or documents to send to the retailer
7. Star conversations for follow-up
8. Mark conversations as unread

When using Faire on a desktop computer, you will have access to more retailer information in the messenger sidebar. Here you can toggle between retailer profile information, recent order information (including ship status and tracking), and view which of your products are currently in their cart. This makes it easy to answer delivery questions or provide more targeted support based on what they’re shopping for.

How is my team notified of Faire messages?

Faire messenger notifications are sent to the ​most recent team member​ who participated in the conversation. If no one from the team has participated yet, the ​notifications are sent to the primary admin​.

All team members will see retailer messages marked as ​unread​, even if they haven't participated in the conversation. By default, messages sent from other team members will also be shown as ​unread​ but this can be changed in your messenger settings. Follow the steps below to update this and ensure that important communications are seen and addressed by relevant members:

1. Select the gear icon above your conversation list. This will open a pop-up modal with options to update your profile photo and your team's messenger configuration.
2. Select the checkbox for New messages from my team to automatically mark messages from your team as read.

To help explain how this setting works, please review the below sample scenario. In this example, a brand has two users, James and Anna. Anna has selected the option in Settings to mark New messages from my team as read:

1. Retailer sends a message
   • At this point, the conversation is unread to both James and Anna
2. James reads the message
   • At this point, the conversation is unread to only Anna
3. James sends a reply to the retailer
   • At this point, the conversation is still unread to only Anna because she hasn't read the retailer's initial message
4. Anna reads the messages from both the retailer and James
   • At this point, the conversation has been read by both Anna and James
5. James sends a reply to the retailer
   • At this point, the conversation is still marked as read for Anna because she has team member messages set to automatically mark as read

Is there a limit to how many messages I can send?

Faire Messenger is built for sending quick messages to individual retailers. To prevent performance issues, there is a limit on the number of outgoing messages you can send per hour. For more information on sending bulk communications to your retailers, please see What is an email campaign?

Can I use Faire Messenger on mobile?

Yes, you can access Faire Messenger through the Faire app for brands.

To stay responsive while on the go:

• Download the Faire app on your mobile device
• Turn on push notifications so you don’t miss inbound retailer messages

Retailers who receive a quick reply are more likely to place a first order, so enabling notifications can help you respond promptly and strengthen retailer relationships.