How do I review an online store’s customer service inbox before buying?

Sort messages into groups as you read: shipping delays, damaged goods, sizing or quality complaints, refund requests, billing questions and praise. Notice which groups are largest and whether the same product or supplier keeps appearing. A repeating fault is something you will inherit along with the store.

Look at the replies as closely as the questions. How quickly did the owner respond? Were answers consistent, polite and complete, or copied from a template that missed the point? Check whether promises made to shoppers, such as replacements or credits, were kept, and whether any are still outstanding when you take over.

Ask what is not in the inbox. Do complaints also arrive through social posts, reviews or the payment platform? Ask about open disputes and any chargebacks. Because inboxes hold shoppers’ personal details, ask your lawyer how to handle access and what the seller must tell customers. Finish by asking who answers messages today and what they know that is not written down. Keep notes as you read, grouped by theme, so you can bring specific examples to the seller and compare what you saw with what you were told earlier in the conversation.

Key takeaways

• Sort messages by theme and look for repeat faults.
• Judge reply speed, and whether past promises to shoppers were actually kept by the owner.
• Ask about disputes elsewhere and take advice before handling customer data.