The best way to get in touch with a brand on Faire is through our chat messaging platform. Chat is available on all Faire platforms, including on our desktop website and our mobile app.
We encourage you to contact the brand directly for specific questions about their products or about the status of an order. All the brands on Faire produce and ship orders to you directly, so they’re the best point of contact to get those questions answered.
How do I send messages from the Faire website?
To chat with brands on Faire you've already interacted with using your desktop, laptop, or mobile browser:
- Select the speech bubble in the bottom-left corner of your portal.
- Enter the brand name you want to connect with in the Search bar.
- Enter your message in the Type a message... field.
- If needed, you can attach a PDF or image file by selecting the paperclip icon. (Supported file types: PDF, JPEG, PNG, GIF, WEBP)
- Select Send or press Shift + Enter on your keyboard to send your message.
To message a brand you haven't ordered from before:
- Select the Message icon in the upper-right corner of the brand’s shop page.
- Enter your message in the text field.
- Select Send message.
Once you send your message, a new thread with the brand will appear in your Messages tab where you can check for their reply or send attachments as needed.
You can also select Mark as unread in any message thread to move it back to your Unread tab.
How do I send messages from the Faire mobile app?
To start a new message with a brand in the mobile app:
- Tap Search products or brands.
- Type the brand’s shop name.
- Tap on the brand’s name to load their shop page.
- Select the speech bubble icon near the top of the screen.
- Type your message and tap enter.
To view your existing conversations using your mobile device:
- Tap the Profile icon in the lower-right corner of the screen.
- Tap Messages.
The mobile app doesn’t support file attachments. To send a file to a brand, please use the desktop version or a mobile browser.
Can I send attachments to brands in the mobile app?
No, the mobile app currently doesn't support file attachments. To send a file to a brand, please use the desktop version or a mobile browser.
Can I message a brand before placing my first order?
The use of our chat messaging platform will become fully available to you after you place your first order, and your account is verified.
Can I unsend a message?
You can retract a message up to 10 minutes after sending.
To unsend a message:
- Hover over the message and select the icon with the 3 dots.
- Select Delete message.
Messages can't be restored once deleted.
What should I do if a brand is unresponsive?
We recommend allowing brands 24 hours for a response. If there is no response provided within this timeframe, please let us know and we’ll connect you with a support specialist to assist with reaching out.
Will my team members see my messages?
Yes, all team members will be able to read messages between your team and the brands on Faire. By default, messages from your team will show as unread when you open messenger. If you would prefer to have them marked as read, you can update this by following the instructions below:
- 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.
- Select the checkbox labeled “Automatically mark messages sent by my team as read.”
What does it mean if a conversation is in the Needs Reply section?
The new Needs reply section automatically sorts and surfaces the most urgent messages first, so you can 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:
- Open a messenger conversation
- Select the three dots in the top-right corner of the conversation
- Select either Mark 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 else can I do in Faire Messenger?
When using a desktop computer, you can now use the icons on the right-hand side of a messenger conversation to view the brand’s profile, your orders with them, and your cart, all while staying in the conversation.