Trendyol Customer Q&A Management

Trendyol Q&A is the system where you, as the seller, answer questions that prospective buyers ask on the product page, and it's one of the most critical moments in the customer's decision process. According to Trendyol's own performance data, stores that respond to questions within the first 30 minutes make 8 times more sales than stores that answer late. In other words, the Q&A screen isn't just a support channel - it's a sales tool that directly affects your conversion rate.

This is especially true for products above 500 TL (air conditioners, furniture, electronics): buyers almost always ask a question before purchasing and wait for a reply; the faster and clearer your answer, the sooner they make their decision.

Under Trendyol's rules, you're expected to answer customer questions within 12 hours, and that window is calculated based on business hours - the overnight period from 20:00 to 08:00 doesn't count toward it. For example, a question that comes in at 9 PM starts counting from 08:00 the next morning, and you need to answer by 20:00 that day. This rule gives you a bit of breathing room, but the real numbers call for a much more aggressive approach: stores that answer within the first 30 minutes make 8 times more sales. So while 12 hours is the official limit, your actual target should be 30 minutes. The table below summarizes the expected outcome for each response-time range.

In the Trendyol Seller Panel, you can reach the Q&A screen from the "Customer Service" menu or directly from the "Questions" tab; unanswered, answered, and expired questions are listed in separate tabs there. Each question shows the product's barcode, the full question text, and the date it was asked; once you type your answer and submit it, the text goes through the moderation filter and is either published within a few minutes or rejected for containing a banned word or contact information. For stores with hundreds of products, opening and answering each question one by one takes time - which is why good Q&A management is also a process that directly affects your store rating and review quality.

Learn how to protect your store rating

Trendyol's automatic moderation system rejects your answer the moment it detects a phone number, WhatsApp, email address, social media handle, or a link to a competitor's site - this is the most commonly violated rule. For example, even a single phone number or Instagram handle in your answer gets an automatic rejection within seconds, without waiting for human review. The second most common reason for rejection is a vague, brush-off answer: phrases like "we'll get back to you shortly" or "please call customer service" that don't provide concrete information count as a rule violation, and the question gets marked as unanswered. For your answer to pass, you need to use language that's product-specific, clear, and respectful. Below are the most common reasons for rejection.

• Sharing contact information — Writing a phone number, WhatsApp, email, or social media handle - gets rejected instantly
• Directing to a competitor's site — Linking to another marketplace or your own website is not allowed
• Vague/brush-off answers — Phrases like 'we'll get back to you shortly' that lack concrete information count as a rule violation
• Profanity, insults, discriminatory language — Rejected by both the automatic filter and the moderation team
• Promises outside the product page — Offering a discount, promotion, or commitment that isn't stated on the page

Questions that go unanswered within the 12-business-hour window automatically drop into "expired" status, and some are permanently closed by the system - meaning the customer will never see a reply from you and likely turns to a competitor's store instead. Stores with a high rate of unanswered questions accumulate violation points; once the score crosses a certain threshold, you risk a drop in your store performance score, removal from certain campaigns, and lower rankings in search results.

The good news: you have a 3-business-day appeal window before any penalty is applied, so you can submit documentation to appeal an answer that was mistakenly rejected or a question you missed due to a technical error.

The Trendyol customer questions API (documented at developers.trendyol.com) lets you pull questions programmatically and submit answers; for stores with more than 50 products, this saves considerable time compared to answering one by one in the panel. Ecomiro's AI Assistant module uses this API to generate automatic draft answers for incoming questions, learning from the product description, technical specs, and past answers; you just review and approve, and any answer with a banned-word risk gets flagged before it's sent. That way, instead of manually chasing the 30-minute target, a draft answer is ready the moment a question comes in, and you can close out dozens of questions in just a few minutes a day.

Explore AI automation tools