Skip to main content

What can we help you with?

Search

MMAO (Make An Offer)

Category: 📲 Account Management  |  Section: MMAO (Make An Offer)  |  Contact reason: MMAO

Summary — read this first

What this article covers: MMAO (Make An Offer) requests from members. 11 use cases: How does MMAO work?; Buyer cannot send a price offer for an item (does not see the button); Buyer complains the seller does not answer; Buyer's offer was accepted but they can't buy the item; Buyer keep receiving price drop notifications for an item that is no longer in their favorites; How does it work?​; Seller cannot receive a price offer for an item; MMAO accepted but sale​ not pursued yet​; Can I accept multiple offers at the same time?; How to deactivate the MMAO option?; A buyer liked my item but I can't initiate an MMAO.

Topics inside: "Make me an offer" amount discrepancy complaints · Buyer questions on "make me an offer" feature · Seller questions on "make me an offer" feature · Automated Price Offers (B2C Sellers ONLY).

Pick your use case:

  1. How does MMAO work? (Buyer questions on "make me an offer" feature) — Send explain to the seller how the MMAO works, sending the “ How does the Make An Offer work? ” macro It’s not possible do an offer which…
  2. Buyer cannot send a price offer for an item (does not see the button) (Buyer questions on "make me an offer" feature) — Check if the user is GHOSTED
  3. Buyer complains the seller does not answer (Buyer questions on "make me an offer" feature) — Tell the user that VC sends regular communications to sellers by notifications and emails and ask him to be patient or try another item
  4. Buyer's offer was accepted but they can't buy the item (Buyer questions on "make me an offer" feature) — Check if the item has been sold
  5. Buyer keep receiving price drop notifications for an item that is no longer in their favorites (Buyer questions on "make me an offer" feature) — Inform the buyer that they are receiving price drop notifications for this item because they made an offer to the seller
  6. How does it work?​ (Seller questions on "make me an offer" feature) — Explain to the seller how does the MMAO work sending the macro: Seller - How does Make an Offer work for the seller?
  7. Seller cannot receive a price offer for an item (Seller questions on "make me an offer" feature) — It may be because seller does not allow price offers on their listings 🎯 Process
  8. MMAO accepted but sale​ not pursued yet​ (Seller questions on "make me an offer" feature) — Go to
  9. Can I accept multiple offers at the same time? (Seller questions on "make me an offer" feature) — Inform the seller they can offer multiple offers and then, the item will be sold to the first buyer who purchased the item
  10. How to deactivate the MMAO option? (Seller questions on "make me an offer" feature) — Inform the seller they can deactivate the ‘Make me an offer’ option on their listing autonomously in their account: On the App: Me → Listings →…
  11. A buyer liked my item but I can't initiate an MMAO (Seller questions on "make me an offer" feature) — Sellers may also initiate MMAOs to buyers that like their items
Escalation team(s) Technical
Ticket status Solved
Key system paths C360 > Buyer > Basic info > Status | C360 > Histo | C360 > Basic info > status
Macros It’s not possible do an offer which is less than 70% of the initial price; Make an Offer Amount Discrepancy; Make an offer accepted, the member didn't buy the item; Seller - How does Make an Offer work for the seller?

Search keywords: buyer mmao, m, mm, mmao button, mmao not answer, price drop but not in favorites, macro_id:21602652239377, mmao, mmao

"Make me an offer" amount discrepancy complaints

Context: Make me an offer amount discrepancy complaints from buyers and sellers.

First steps (all cases)

🎯 Process

  1. Set contact reason to MMAO
  2. Please explain to the member why they don’t see the same amounts. You can send the macro: Make an Offer Amount Discrepancy
  3. Solve the ticket MMAO info available in C360:
  4. The seller receive amount (in seller's currency) -> PVN
  5. The seller price (in seller's currency)
  6. The buyer offer price (in buyer's currency)

Buyer questions on "make me an offer" feature

Context: buyer inquires about the “make me an offer” feature( MMAO). This feature allows buyers to send price offers to sellers.

First steps (all cases)

🎯 Process

  1. Set contact reason to MMAO
  2. It depends on the request MMAO info available in C360:
  3. The seller receive amount (in seller's currency) -> PVN
  4. The seller price (in seller's currency)
  5. The buyer offer price (in buyer's currency)

1. How does MMAO work?

🎯 Process

  1. Please send explain to the seller how the MMAO works, sending the “ How does the Make An Offer work? ” macro It’s not possible do an offer which is less than 70% of the initial price
  2. Solve the ticket

2. Buyer cannot send a price offer for an item (does not see the button)

🎯 Process: Please check if the user is GHOSTED Go to C360 > Buyer > Basic info > Status Or > Active

Sub-cases

Yes

🎯 Process

  1. Explain to the client he cannot negotiate, buy, or list on our platform as his account has been ghosted for fraud reasons and his account is going to be deactivated
  2. Solve the ticket
↗ If the client requests a reactivation

→ Continue in another article: 🚨 Fraud › Account closure › User requests to reactivate their account.

No

This may happen because the seller has opted in to Flash Price Drop campaign. In this case, MMAO is blocked for 48h

🎯 Process: Please check if there is a Flash Price Drop action in the “Info” column G o to C360 > Histo

Yes

🎯 Process

  1. Inform the client that the price has been reduced to flash price drop but MMAO is not available for 48h. After 48h, the price will be automatically reverted to the original one.
  2. Solve the ticket
No

If the client still cannot send an offer this may be due to a VIP / Consignment seller

🎯 Process: Check if the seller of the item is VIP or Consignment Go to C360 > Basic info > status

The seller is VIP / Consignment

🎯 Process

  1. Please inform the seller that in their T&C's they probably signed for an option "vestiaire can handle my MMAO". So Vestiaire Collective will take care of their MMAO with an algorithm in order to optimize the chances to sell the item (as the majority of items are sold through MMAO) Please also note that:
  2. a very small amount of sellers manage their own MMAO offer
  3. a very small pool of products might have MMAO switched off
  4. Solve the ticket
The seller is not VIP / Consignment

🎯 Process: Please check in the seller front office if they activated the MMAO option Go to C360 > Seller > Basic info > Click on “user front office” Within the user front office, go to My account > Listings > For sale (scroll) > My offers - Settings From there it is possible to see whether they allow offers on their items or not.

The seller MMAO option is activated

🎯 Process

  1. Please make sure that:
  2. The client is not ghosted
  3. There is no flash price drop
  4. The seller is not VIP / Consignment
  5. Escalate to the Technical team with a child ticket and a JIRA ticket. Please refer to this
The seller MMAO option is NOT activated

🎯 Process

  1. Tell the user that MMAO is not systematically activated by sellers and that the seller can decide if he wants MMAO available on his items or not. You can also recommend the buyer to contact him directly using our buyer seller chat.
  2. Solve the ticket

3. Buyer complains the seller does not answer

🎯 Process

  1. Please tell the user that VC sends regular communications to sellers by notifications and emails and ask him to be patient or try another item.
  2. Solve the ticket

4. Buyer's offer was accepted but they can't buy the item

🎯 Process: Please check if the item has been sold Go to C360 > Item info > Purchase and Buyer payment You can also double check in C360 > Buyer if the buyer who bought the item is indeed another buyer

Sub-cases

✅ Item sold

🎯 Process

  1. Please inform the buyer that unfortunately the item has been purchased by another buyer. Invite them to come back on the platform as they could find the same item from another seller.
  2. Solve the ticket
❌ Item NOT sold

🎯 Process

  1. Please inform the buyer that the 24h delay must be over and the offer is not available anymore. Invite them to make a new offer to the seller and if they accept it they will have to purchase it within 24h.
  2. Solve the ticket

5. Buyer keep receiving price drop notifications for an item that is no longer in their favorites

🎯 Process

  1. Please inform the buyer that they are receiving price drop notifications for this item because they made an offer to the seller. And even if they no longer have this item in favorites, they will keep receiving the price drop notifications. Apologize for any inconvenience this may cause.
  2. Solve the ticket

Seller questions on "make me an offer" feature

Context: Seller inquires about the make me an offer (MMAO) feature. This feature allows buyers to send price offers to sellers.

First steps (all cases)

🎯 Process

  1. Set contact reason to MMAO
  2. It depends on the type of question MMAO info available in C360:
  3. The seller receive amount (in seller's currency) -> PVN
  4. The seller price (in seller's currency)
  5. The buyer offer price (in buyer's currency)

6. How does it work?​

🎯 Process

  1. Explain to the seller how does the MMAO work sending the macro: Seller - How does Make an Offer work for the seller?
  2. Solve the ticket A buyer cannot make an offer that is less than 70% of the initial price The item remains available to sale at the initial price on the platform

7. Seller cannot receive a price offer for an item

It may be because seller does not allow price offers on their listings

🎯 Process

  1. Set contact reason to MMAO
  2. Check the user front office: go to C360 > Seller > Basic info > Click on “user front office”
  3. Within the user front office, go to My account > Listings > For sale (scroll) > My offers - Settings From there it is possible to see whether they allow offers on their items or not.
  4. Inform the client and correct if needed.

Sub-cases

↗ If the seller want to deactivate the MMAO option

→ See 10. How to deactivate the MMAO option? in this article.

8. MMAO accepted but sale​ not pursued yet​

🎯 Process: go to C360 > Item info > MMAO

Sub-cases

<24h after offer accepted

🎯 Process

  1. Inform the seller that the buyer accepted the offer but has not bought the item yet. You can send the macro: Make an offer accepted, the member didn't buy the item
  2. Solve the ticket
>24h after offer accepted​

🎯 Process

  1. Explain that the offer had been accepted by the buyer but he did not place an order, so the item is still available at full price (an email has been sent).
  2. Solve the ticket

9. Can I accept multiple offers at the same time?

🎯 Process

  1. Inform the seller they can offer multiple offers and then, the item will be sold to the first buyer who purchased the item
  2. Solve the ticket

10. How to deactivate the MMAO option?

🎯 Process

  1. Inform the seller they can deactivate the ‘Make me an offer’ option on their listing autonomously in their account: On the App: Me → Listings → Click the gear

⚙ (top right corner) On the Website: My items for Sale → My Offers - Settings The seller can choose to receive price offers only in specific items

  1. Solve the ticket

11. A buyer liked my item but I can't initiate an MMAO

Sellers may also initiate MMAOs to buyers that like their items. But sometimes it’s not accessible for them because the button is greyed out and they contact us.

🎯 Process

  1. Please inform the seller that unfortunately this is due to item’s restrictions. For instance, certain items can’t be exported. So a buyer from EU won’t be able to receive an MMAO from the seller based in UK. Apologize for any inconvenience this may cause.
  2. Solve the ticket

Automated Price Offers (B2C Sellers ONLY)

Context: a professional seller wants to activate/deactivate the ‘Automated Price Offers’ feature (or change their preferences)

First steps (all cases)

🎯 Process

  1. Set contact reason to MMAO
  2. Share with the seller the survey link in their language, for them to submit their request
  3. English
  4. French
  5. Italian
  6. Spanish
  7. German
  8. Solve the ticket
Powered by Zendesk