How marketplace sellers handle phone calls: customer questions and direct orders
Sado AI team · · 4 min read
In short
On marketplaces such as Uzum Market or Wildberries, the platform often runs buyer messages and delivery itself. A seller’s phone calls come from elsewhere: their own Instagram or Telegram page, a website, wholesale buyers and people who searched for the brand. Answer them from one number with one written answer list: price, delivery, direct orders, where returns go. Before calling a marketplace buyer outside the platform, read your seller agreement. Confirm direct orders with a call.
Who calls a marketplace seller
- A customer who saw the product card, found your brand on Instagram and asks: “Can I buy from you directly?”
- People who ordered through your own page, Telegram channel or website.
- Wholesale buyers and shops: “What’s the price if I take 50?”
- A marketplace buyer with a product question: how to use it, what size it is, whether there’s a warranty.
- Suppliers, couriers and other business calls.
Each group needs a different answer. Sellers are usually in the warehouse or packing all day and miss the phone. A customer with no answer goes back to a competitor’s card.
The answer list: what to say on the phone
So that whoever picks up says the same thing, write the answers down in advance:
| Question | Where the answer comes from |
|---|---|
| “Is the price the same as on the marketplace?” | Your price rule: same or different, and why (for example, you deliver yourself). |
| “I need it tomorrow, can it be faster?” | Your own courier’s terms: when and how much across Tashkent. |
| “I bought it on the marketplace, can I return it?” | Returns go through that platform: explain its process in your words. |
| “Is it original, are there documents?” | Only documents you actually hold. Never promise what you don’t have. |
| “What’s the wholesale price?” | Price tiers, or the rule for transferring to a manager. |
May you call a marketplace buyer?
An order placed on a marketplace follows the platform’s rules. Pulling buyers off the platform, to your own page or a direct sale, may be forbidden on some platforms. So even if you have the buyer’s number, read your seller agreement before calling.
A customer who called you or ordered on your own page is different: talk to them freely. Uzbekistan has a law on personal data, so use the number only for the order. If in doubt, ask a lawyer.
Sample: seen on the marketplace, ordered directly
Sado: Assalomu alaykum, Nafis Sumka shop, Malika speaking.
Caller: Hello. I saw your black bag on Uzum. Can I buy it from you directly?
Sado: Yes. Same price, 289,000 so‘m. In Tashkent our courier brings it tomorrow, delivery is 25,000 so‘m.
Caller: I’ll take two, one in brown. Could it be tomorrow evening?
Sado: Brown is in stock too. We’ll bring them tomorrow between 18:00 and 21:00. What’s the address?
Caller: Mirabad, Afrosiyob street, building 7.
Sado: Got it: two bags, black and brown, 603,000 so‘m with delivery. The courier will call before setting off. Thank you!
The operator gave the price, colour and delivery terms from the facts the shop provided. How to confirm direct orders: cash on delivery order confirmation.
Handing the calls to an AI operator
Sado answers incoming calls day and night in about a second and holds more than ten conversations at once, so customers get an answer even while the seller is in the warehouse. The operator speaks from your answer list: price, colour, delivery, the returns process. For a question it can’t answer it never guesses: it says a manager will call back and creates a task.
For wholesale or large orders, your rule transfers the call to a staff member’s phone. A direct order’s outcome and recording appear in the portal, and each call card can go to your shop’s Telegram group. More: AI operator for online stores. Try it live or call 78 778 01 23.
Questions
Does a marketplace seller need a separate number?
Not necessarily. Sado connects to your current city or mobile number over SIP, and customers keep calling the same number. How it works: connecting your number.
Can the operator give a marketplace order’s status?
Only from data the shop provides. Without it, the operator never guesses: it suggests checking the status in the marketplace app, or takes the order number and creates a task for a manager.
Who answers callers who speak Russian?
The same operator: it answers in the caller’s language, Uzbek or Russian.