Last verified: 2026-05-19
Communication with merchants
View messages and notifications from organizations you interact with.
Dashboard path
/customer/communication
Page title: Communication — View messages and notifications from organizations.
Steps
- Sign in and open Communication.
- Read message threads from merchants.
- Reply when two-way chat is enabled for that organization.
Fair use limits
If you send messages too quickly, you may be asked to wait a few minutes before sending again. Signed-in customers have higher limits than guests. Merchants are not subject to the same sending caps when they reply to you.
Chat history retention
Merchants keep chat history for a limited time based on their subscription plan (often 14–180 days). Older messages are removed for you and the merchant — they are not only hidden on your side. Chats about open orders or escalated support cases may be kept longer. You will see a notice in the chat when retention applies.
Export your chat
If you are signed in and the conversation is linked to your account, you can Download chat (CSV) from the notice above the message list (storefront chat and Communication dashboard). Guest-only chats cannot be exported. Exports are rate-limited to prevent abuse.
Merchant side
Replies are handled in Customer chat (admin).
