Last updated: September 2026
These Terms and Conditions of Sale ("Terms") govern the purchase and use of the Seller Message customer support service ("Service"), provided to businesses that sell on online marketplaces ("Customer", "you"). By subscribing to the Service, you agree to these Terms.
The Service is provided by Arvanta di Andrea Pasquino, with registered address at Viale Europa 70, 10040 Leinì (TO), Italy, VAT number IT12224440011 ("we", "us", "our", the "Company").
"Seller Message" is a trading name (commercial brand) used by Arvanta di Andrea Pasquino to provide the Service described in these Terms; it is not a separate legal entity. All contracts, invoices, and legal obligations arising from your subscription are entered into with Arvanta di Andrea Pasquino.
Seller Message provides human-operated customer support for messages received through the marketplaces and online stores you connect to your account (including but not limited to Shopify, Amazon, Leroy Merlin, ManoMano, Decathlon, Allegro, and Kaufland).
Our operators respond to customer messages regarding product information, order status, shipping times, and tracking of orders already dispatched. Every message is answered by a trained human operator, not an automated system, within 24 hours of receipt — including weekends and public holidays.
Requests relating to invoicing, billing disputes, or complaints will always receive a response from our team, but such requests are forwarded directly to you so that you can resolve them according to your own policies. We do not make billing decisions, issue refunds, or resolve complaints on your behalf unless separately agreed in writing.
The Service is offered under the following subscription plans, each including unlimited marketplace connections and a monthly allowance of included messages:
If the number of customer messages handled in a given month exceeds the allowance included in your plan, additional messages will be billed at the following per-message rate: €1.20 (Starter), €1.00 (Team), €0.80 (Business), or €0.60 (Enterprise).
Overage charges are calculated at the end of each billing cycle based on our internal message count and are invoiced separately from your recurring subscription payment. We will make reasonable efforts to notify you if your usage is approaching your plan's allowance.
All messages handled on your behalf are logged and time-stamped on a dedicated internal tracking platform, so that a complete and verifiable record of every message sent and received is maintained. This record is used both to confirm compliance with the 24-hour response commitment and to determine any messages exceeding your plan's monthly allowance under Section 4.
You may request a summary of this record for your account at any time by contacting us at info@sellermessage.com.
New customers may be offered a free trial period of 3 days from the start of their subscription. No charge is made during the trial period.
Unless cancelled before the end of the trial period, the subscription will automatically convert to a paid subscription at the price and billing frequency (monthly or annual) selected at signup, and payment will be collected accordingly.
Subscriptions are billed either monthly or annually in advance, depending on the option selected at checkout, via PayPal or by bank transfer.
For payments made by bank transfer, access to the Service will be activated manually once payment has been received and confirmed; this may take up to 2 business days.
All prices are shown in Euros (€) and, unless stated otherwise, are exclusive of applicable taxes, which will be added where required by law.
Subscriptions renew automatically at the end of each billing period unless cancelled in accordance with Section 8.
You may cancel your subscription at any time. For subscriptions paid via PayPal, cancellation can be managed directly from your PayPal account or by contacting us at info@sellermessage.com.
Cancellation will take effect at the end of the current billing period; you will retain access to the Service until that date, and no further payments will be collected afterward.
Fees already paid for the current billing period are generally non-refundable, except where required by applicable consumer protection law.
If you believe you have been charged in error, please contact us at info@sellermessage.com and we will review the matter promptly.
In order for us to provide the Service, you agree to grant our operators access to the messaging system of each marketplace or store you connect, either by creating a dedicated collaborator/team-member account on that platform or by using any equivalent access-sharing feature offered by the platform.
You are solely responsible for granting this access, for configuring it with appropriate and limited permissions (restricted to customer messaging where the platform allows it), and for revoking it at any time you choose. You acknowledge that this access may expose our operators to information relating to your customers, including personal data and order details, which we will process solely for the purpose of providing the Service and in accordance with our Privacy Policy.
We do not request, and you must not share with us, your marketplace account passwords.
We reserve the right to suspend the Service, in whole or in part, at any time and without prior notice, if any invoice for your subscription or for messages exceeding your plan's allowance remains unpaid after its due date.
Service will be reinstated once the outstanding amount has been paid in full. Suspension under this Section does not relieve you of the obligation to pay amounts already due, and does not entitle you to any refund or credit for the period during which the Service was suspended.
We aim to answer every message within 24 hours but do not guarantee uninterrupted or error-free operation of the Service. To the maximum extent permitted by law, our liability for any claim arising from the Service is limited to the fees paid by you in the three (3) months preceding the claim.
We are not liable for indirect, incidental, or consequential damages, including loss of profits or marketplace account penalties, arising from delayed or inaccurate responses, except where caused by our gross negligence or wilful misconduct.
We process personal data (including customer messages and order information) only as necessary to provide the Service, in accordance with our Privacy Policy and applicable data protection law, including the EU General Data Protection Regulation (GDPR).
We may update these Terms from time to time. Material changes will be notified to active subscribers by email in advance of taking effect. Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.
These Terms are governed by the laws of Italy, without regard to conflict of law principles, unless mandatory consumer protection laws of your country of residence provide otherwise.
For any questions about these Terms, please contact us at info@sellermessage.com.
