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Customer Communication (communication)

Management of customer inquiries and reviews, response templates, chats, and returns processing

Customer Communication

Management of customer inquiries and reviews, response templates, chats, and returns processing

Questions

To access the methods, use a token for the Reviews and Questions category

Unseen reviews and questions{{ /api/v1/new-feedbacks-questions }}

Описание метода

The method displays information about the seller's unseen reviews and questions

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey

Responses

Response samples

Content type
application/json
{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Unanswered questions{{ /api/v1/questions/count-unanswered }}

Описание метода

The method allows you to get the number of unanswered questions for today and for all time

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey

Responses

Response samples

Content type
application/json
{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Number of questions{{ /api/v1/questions/count }}

Описание метода

The method allows to get the number of questions for requested period

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
dateFrom
integer
Example: dateFrom=1688465092

The start date of the period in Unix timestamp format

dateTo
integer
Example: dateTo=1688465092

The end date of the period in Unix timestamp format

isAnswered
boolean
Example: isAnswered=false

Processed questions (true) or unprocessed questions (false).
If a query parameter is not specified, processed reviews will be returned.

Responses

Response samples

Content type
application/json
{
  • "data": 77,
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Question list{{ /api/v1/questions }}

Описание метода

The method allows you to get a list of questions by the specified parameters with pagination and sorting.
It is possible to get a maximum of 10,000 questions per query

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
isAnswered
required
boolean

Answered questions (true) or unanswered questions(false)

nmId
integer

WB article

take
required
integer

Number of requested questions (the maximum possible value for the parameter is 10,000, and the total amount of take and skip parameters must not exceed 10,000)

skip
required
integer

Number of questions to skip (maximum possible value for the parameter is 10,000, and the total amount of take and skip parameters must not exceed 10,000)

order
string

Sorting questions by date (dateAsc/dateDesc)

dateFrom
integer
Example: dateFrom=1688465092

The start date of the period in Unix timestamp format

dateTo
integer
Example: dateTo=1688465092

The end date of the period in Unix timestamp format

Responses

Response samples

Content type
application/json
{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Working with questions{{ /api/v1/questions }}

Описание метода

Depending on the request body, you can:

  • View question.
  • Reject question.
  • Answer question or edit the answer.

It is possible to edit a response to a question within 2 months (60 days), after the response has been submitted and only once.

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
Request Body schema: application/json
One of
id
required
string

Question ID

wasViewed
required
boolean

Viewed (true), not viewed (false)

Responses

Request samples

Content type
application/json
Example

View question

{
  • "id": "n5um6IUBQOOSTxXoo0gV",
  • "wasViewed": true
}

Response samples

Content type
application/json
{
  • "data": null,
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Get the question by ID{{ /api/v1/question }}

Описание метода

The method allows you to get a question by its ID

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
id
required
string
Example: id=ljAVapEBL38RyMdRln61

Question ID

Responses

Response samples

Content type
application/json
{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Receive questions in XLSX format{{ /api/v1/questions/report }}

Описание метода

Receive questions in XLSX format in base64 encoding.

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
isAnswered
required
boolean
Example: isAnswered=false

Processed questions (true) or unprocessed questions (false)

Responses

Response samples

Content type
application/json
{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Reviews

To access the methods, use a token for the Reviews and Questions category

Unanswered reviews{{ /api/v1/feedbacks/count-unanswered }}

Описание метода

The method allows you to get the number of unanswered reviews for today, for all time and get an estimate of all reviews

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey

Responses

Response samples

Content type
application/json
{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Number of reviews{{ /api/v1/feedbacks/count }}

Описание метода

The method allows to get the number of reviews

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
dateFrom
integer
Example: dateFrom=1688465092

The start date of the period in Unix timestamp format

dateTo
integer
Example: dateTo=1688465092

The end date of the period in Unix timestamp format

isAnswered
boolean
Example: isAnswered=false

Processed reviews (true) or unprocessed reviews (false). If a query parameter is not specified, processed reviews s will be returned.

Responses

Response samples

Content type
application/json
{
  • "data": 724583,
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Reviews list{{ /api/v1/feedbacks }}

Описание метода

The method allows you to get a list of reviews by the specified parameters with pagination and sorting

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
isAnswered
required
boolean
Example: isAnswered=false

Answered reviews (true) or unanswered reviews (false)

nmId
integer
Example: nmId=5870243

WB article

take
required
integer
Example: take=1

Number of reviews (max. 5 000)

skip
required
integer
Example: skip=0

Number of reviews for skip (max. 199990)

order
string
Enum: "dateAsc" "dateDesc"

Sorting of reviews by date (dateAsc/dateDesc)

dateFrom
integer
Example: dateFrom=1688465092

The start date of the period in Unix timestamp format

dateTo
integer
Example: dateTo=1688465092

The end date of the period in Unix timestamp format

Responses

Response samples

Content type
application/json
{}

Get lists of reasons for complaints about the review and product issues{{ /api/v1/supplier-valuations }}

Описание метода

Returns lists of reasons for complaints and product issues

Authorizations:
HeaderApiKey
header Parameters
X-Locale
string
Example: ru

Choose the language for the response fields values (ru - Russian, en - English, zh - Chinese)

Responses

Response samples

Content type
application/json
{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

File a complaint about the review, report a product issue{{ /api/v1/feedbacks/actions }}

Описание метода

Allows submitting a complaint about the review and/or reporting a product issue from the review.
There is no validation by review ID: if an incorrect value is provided in the request, you will not receive an error.

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
Request Body schema: application/json
id
required
string

Review ID

supplierFeedbackValuation
integer

Reason for review complaint
Can be obtained from the feedbackValuations field, a method for obtaining lists of product issues and reasons for complaint about the review.

supplierProductValuation
integer

Description of the product problem
Can be obtained from the productValuations field, a method for obtaining lists of product issues and reasons for complaint about the review

Responses

Request samples

Content type
application/json
{
  • "id": "J2FMRjUj6hwvwCElqssz",
  • "supplierFeedbackValuation": 1,
  • "supplierProductValuation": 1
}

Reply to review{{ /api/v1/feedbacks/answer }}

Описание метода

Allows you to respond to the review.
There is no validation by review ID: if an incorrect value is provided in the request, you will not receive an error.


Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds

Authorizations:
HeaderApiKey
Request Body schema: application/json
id
required
string

Review ID

text
required
string [ 2 .. 5000 ]

Reply text

Responses

Request samples

Content type
application/json
{
  • "id": "J2FMRjUj6hwvwCElqssz",
  • "text": "Спасибо за Ваш отзыв!"
}

Edit response to review{{ /api/v1/feedbacks/answer }}

Описание метода

Allows you to edit an already sent response to the review.
You can edit the response only once within 60 days.
There is no validation by review ID: if an incorrect value is provided in the request, you will not receive an error.

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
Request Body schema: application/json
id
required
string

Review ID

text
required
string [ 2 .. 5000 ]

Reply text

Responses

Request samples

Content type
application/json
{
  • "id": "J2FMRjUj6hwvwCElqssz",
  • "text": "Спасибо за Ваш отзыв, он очень важен для нас!"
}

Return product by review ID{{ /api/v1/feedbacks/order/return }}

Описание метода

The method allows requesting a return for a product for which a review has been left.
Return is available for reviews with "isAbleReturnProductOrders": true

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
Request Body schema: application/json
required
feedbackId
string

Review ID

Responses

Request samples

Content type
application/json
{
  • "feedbackId": "absdfgerrrfff1234"
}

Response samples

Content type
application/json
{
  • "data": { },
  • "error": true,
  • "errorText": "string",
  • "additionalErrors": [
    ]
}

Get the review by id{{ /api/v1/feedback }}

Описание метода

The method allows you to get a review by its ID

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
id
required
string
Example: id=G7Y9Y1kBAtKOitoBT_lV

Review ID

Responses

Response samples

Content type
application/json
{}

Receive reviews in XLSX format{{ /api/v1/feedbacks/report }}

Описание метода

The method allows you to get an XLSX file with reviews encoded in base64.
It is possible to get 5000 reviews per request

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
isAnswered
boolean
Enum: true false

Unanswered(false) or in archive(true)

skip
integer
Example: skip=1

Number of reviews for skip (max. 20 000)

dateFrom
integer
Example: dateFrom=1696226971

The start date of the period in Unix timestamp format

dateTo
integer
Example: dateTo=1698916171

The end date of the period in Unix timestamp format

order
string
Example: order=dateDesc

Sorting of reviews by date (dateAsc/dateDesc)

Responses

Response samples

Content type
application/json
{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

List of archived reviews{{ /api/v1/feedbacks/archive }}

Описание метода

The method allows you to get a list of archived reviews.
The review becomes archived if:

  • A response to the review is received.
  • No response to the review is received within 30 days.
  • The review contains no text or photos.
Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
nmId
integer
Example: nmId=14917842

WB article

take
required
integer
Example: take=1

Number of reviews (max. 5 000)

skip
required
integer
Example: skip=0

Number of reviews for skip

order
string
Enum: "dateAsc" "dateDesc"

Sorting of reviews by date (dateAsc/dateDesc)

Responses

Response samples

Content type
application/json
{}

Response Templates

To access the methods, use a token for the Reviews and Questions category
This section contains methods that allow to create, receive, edit and delete question and review response templates.
Responses are not differentiated by status code.
For an invalid request, an answer with status code 200 and a description of the error will be returned.

Get response templates{{ /api/v1/templates }}

Описание метода

The method allows to get templates of responses to reviews/questions

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
query Parameters
templateType
required
integer
Example: templateType=1

1 - templates for reviews
2 - templates for questions

Responses

Response samples

Content type
application/json
Example

Success

{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Create a template{{ /api/v1/templates }}

Описание метода

The method allows to create a response template for review/question.
A total of 20 templates can be created, 10 for review and 10 for questions.
Any characters are acceptable

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
Request Body schema: application/json
name
required
string

Template name (1 to 100 characters)

templateType
required
integer

Templates type
1 - templates for review
2 - templates for questions

text
required
string

Template text (from 2 to 1000 characters)

Responses

Request samples

Content type
application/json
{
  • "name": "name",
  • "templateType": 1,
  • "text": "text"
}

Response samples

Content type
application/json
Example

Success

{
  • "data": {
    },
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Edit template{{ /api/v1/templates }}

Описание метода

The method allows to edit the template.
Any characters are acceptable.

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
Request Body schema: application/json
name
required
string

Template name (1 to 100 characters)

templateID
required
integer

Template ID

text
required
string

Template text (from 2 to 1000 characters)

Responses

Request samples

Content type
application/json
{
  • "name": "newname",
  • "templateID": "1234fhbf34ew2",
  • "text": "newtext"
}

Response samples

Content type
application/json
Example

Success

{
  • "data": true,
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Delete the template{{ /api/v1/templates }}

Описание метода

The method allows to delete the template

Maximum of 1 request per second for all methods in the Reviews and Questions category per one seller's account.
If the limit of 3 requests per second is exceeded, sending requests will be blocked for 60 seconds
Authorizations:
HeaderApiKey
Request Body schema: application/json
templateID
required
string

Template ID (max. 1)

Responses

Request samples

Content type
application/json
{
  • "templateID": "1234fhbf34ew2"
}

Response samples

Content type
application/json
Example

Success

{
  • "data": true,
  • "error": false,
  • "errorText": "",
  • "additionalErrors": null
}

Buyers Chat

To access the methods, use a token for the Buyers chat category
Buyers chat allows sellers and buyers to communicate directly.
Buyers can ask questions about products or file complaints. We recommended to respond to the messages in the chat within 10 days.
The buyer always starts the chat. In one chat you can communicate only with one buyer.
Processing requests for product refunds is only available in the web version of buyers chat.

Chat operations:

  1. Get a chat list. Save the chat ID in your database — this will allow you to update the chat information when receiving events.
  2. Get chat events: messages and refunds. New chats will have the isNewChat parameter set to true.
  3. Send messages to the chat

Chat list{{ /api/v1/seller/chats }}

Описание метода

Returns a list of all seller's chats.

Maximum of 10 requests per 10 seconds per one seller's account
Authorizations:
HeaderApiKey

Responses

Response samples

Content type
application/json
{
  • "result": [
    ],
  • "errors": null
}

Chat events{{ /api/v1/seller/events }}

Описание метода

Returns an event list for all chats.

To retrieve all events:

  1. Make the first request without a next parameter.
  2. Repeat the request with the next parameter value from the previous response until totalEvents becomes 0. This will indicate that you have received all events.
Maximum of 10 requests per 10 seconds per one seller's account
Authorizations:
HeaderApiKey
query Parameters
next
integer

Paginator. Retrieve the next data packet starting from this moment.
Format: Unix timestamp with milliseconds

Responses

Response samples

Content type
application/json
{
  • "result": {
    },
  • "errors": null
}

Send message{{ /api/v1/seller/message }}

Описание метода

Sends message to the buyer.

Maximum of 10 requests per 10 seconds per one seller's account
Authorizations:
HeaderApiKey
Request Body schema: multipart/form-data
required
replySign
required
string <= 255 characters

Chat signature. Can be obtained from chat information or event data if the event contains the "isNewChat": true field.

message
string <= 1000 characters

Message text. Maximum of 1000 symbols.

file
Array of strings <binary> [ items <binary > ]

Files, in JPEG, PDF, or PNG format, maximum size — 5 MB each. Maximum of total file size — 30 MB.

Responses

Response samples

Content type
application/json
{
  • "result": {
    },
  • "errors": [ ]
}

Buyers Returns

To access the methods, use a token for the Buyers returns category

Buyers return applications{{ /api/v1/claims }}

Описание метода

Returns buyers applications for product returns for the current 14 days.

Maximum of 20 requests per minute per one seller's account
Authorizations:
HeaderApiKey
query Parameters
is_archive
required
boolean
Example: is_archive=true

Application status:

  • false — under review
  • true — in archive
id
string <UUID>
Example: id=fe3e9337-e9f9-423c-8930-946a8ebef80

Application ID

limit
integer <uint> [ 1 .. 200 ]
Example: limit=50

Number of applications in the response. 50 by default

offset
integer <uint> >= 0
Example: offset=0

From which element to start outputting data. 0 by default

nm_id
integer
Example: nm_id=196320101

WB article

Responses

Response samples

Content type
application/json
{
  • "claims": [
    ],
  • "total": 31
}

Answer buyers application{{ /api/v1/claim }}

Описание метода

Sends an answer to the buyers application for product return.

Maximum of 20 requests per minute per one seller's account
Authorizations:
HeaderApiKey
Request Body schema: application/json
required

Application answer

id
required
string <UUID>

Application ID

action
required
string

Application action.
Use one of the actions array values from the response of the getting buyers applications method

comment
string [ 10 .. 1000 ] characters

Comment.
Only when "action":"rejectcustom" or "action":"approvecc1". When "action":"rejectcustom" this parameter is required

Responses

Request samples

Content type
application/json
{
  • "id": "fe3e9337-e9f9-423c-8930-946a8ebef80",
  • "action": "rejectcustom",
  • "comment": "The photo is not related to the product in the application"
}

Response samples

Content type
application/json
{
  • "title": "Validation error",
  • "detail": "Input model is not valid; Details: The Action field is required.",
  • "requestId": "0HN3PI6JUGFSL:00000004"
}