Hepsiburada

Connect your Hepsiburada store and three things arrive in ConnectWiz:

• "Ask the Seller" questions, as inbox conversations. Whatever a shopper asks you through Hepsiburada's Satıcıya Sor, from a product page or from their My orders page, lands in the inbox. Each question is its own conversation, with the product or the order it is about beside it, and any files the customer attached.
• Orders and returns. They appear on the customer's contact card, and Wiz can use them to answer "where is my order?".
• The customer, on every channel. A Hepsiburada buyer is matched to the same person when they write to you on WhatsApp, by phone, or anywhere else.

What Hepsiburada does not let any tool do

Hepsiburada's seller API has no product reviews: star ratings and review text cannot be read or answered by any integration, ours included. There is also no store rating to show, and a seller cannot start a message to a customer. Hepsiburada only lets you answer a question someone asked. "Ask the Seller" is the written conversation with shoppers that Hepsiburada opens to integrations, and that is what this channel carries.

Before you start

Available once ConnectWiz's integrator registration is complete

Hepsiburada only lets a store be read through a registered integrator, and ConnectWiz has to be registered as one first. Until that registration is complete, the Hepsiburada card in the channel catalogue carries a Coming soon badge and cannot be opened, so no store can be connected yet. The card is not broken: the channel is waiting on Hepsiburada's side. It opens by itself as soon as the registration is in place; there is nothing to do on your side.

• Plan. Hepsiburada is a premium channel, like Trendyol and the App Store and Google Play reviews. It is available on plans that include premium channels and uses one channel slot. See Plans and subscription.
• Access to the Hepsiburada Seller Panel, with permission to change your store's integration settings.

Connect

The connect form lists the three steps you take in the Hepsiburada Seller Panel first, in the order you take them:

1. In the Hepsiburada Seller Panel, go to Hesabım (My Account) → Bilgilerim (My Information) → Entegrasyon (Integration) → Entegratör Bilgileri (Integrator Information) and click Entegratör ekle (Add integrator).
2. Add ConnectWiz as your integrator. The connect form shows ConnectWiz's Hepsiburada developer username in a box with a Copy button. Paste exactly that name. Hepsiburada only lets us read your store once you have done this.
3. On the same page, click Servis Anahtarı (Service Key) and copy the key. Your Mağaza ID (Store ID, also called Merchant ID) is shown there too.

A new service key replaces the old one

Creating a new service key in the Seller Panel invalidates the previous key straight away. If you do it after connecting, the channel stops working until you give it the new key with Replace the service key (see Sync and the order webhook).

Then, in ConnectWiz:

1. Go to Settings → Channels → Add channel → Hepsiburada (Ask the Seller).
2. Paste the Store ID (Merchant ID). It is a 36-character code like 1a2b3c4d-….
3. Paste the Service Key. It is stored encrypted and never shown again.
4. Choose Import history: Don't import (new activity only), the last 7 days or the last 30 days. History is imported quietly. It sends no notifications and Wiz does not answer it. Hepsiburada keeps order lists for about one month, so 30 days is the most there is.
5. Save. ConnectWiz checks the details with Hepsiburada before saving. A wrong Store ID or Service Key is refused on the spot.

The first two hours

Hepsiburada can take up to 2 hours to activate a new integrator. Until then the channel shows Waiting for Hepsiburada authorization. You don't need to connect it again. The channel starts on its own once Hepsiburada switches the access on, and the badge changes to Authorized.

If Hepsiburada still refuses access after those two hours, the badge changes to Not authorized (see Troubleshooting).

A store can be connected to one workspace, once.

Answering questions in the inbox

New questions arrive within about two minutes, as conversations in the inbox. Each question is its own conversation: two questions from the same customer are two conversations, each with its own deadline. You can assign them, move them between departments and work them like any other conversation.

At the top of a Hepsiburada conversation you see:

• About a product or About an order, depending on where the customer asked;
• the question number, for example Question #48213;
• the deadline: … left to answer, counting down to Hepsiburada's own deadline. Hover over it for the exact time.

Beside the thread:

• Product asked about: the picture, name, HB SKU and your stock code.
• Order asked about, for a question asked from My orders: order date, total and shipping. If the order has not reached ConnectWiz yet, the card says Order details have not been synced yet and fills in after the next order sync.

Files the customer attached appear in the thread like files on any other channel.

Hepsiburada's rules for an answer

The reply box follows them:

Rule	What you see
A question must be answered within 1 business day. Hepsiburada sets the exact deadline itself, and ConnectWiz shows that deadline without recalculating it. After it, the question closes for good.	The countdown. When it runs out the question shows Answer window passed, and the conversation is archived once Hepsiburada closes the question.
An answer is at most 2,000 characters. It cannot be split into two.	A counter under the box (chars / 2000).
One answer per question. A sent answer cannot be edited or deleted.	After you answer, the question shows Answered and the reply box is replaced by the reason.
Files may go with an answer, but only .jpg, .png, .bmp, .pdf, .docx or .xlsx.	Other file types are refused before sending, with the list of allowed types.

When the reply box is locked, it says why: the question has been answered, reported to Hepsiburada, its answer window has passed, or Hepsiburada does not accept an answer to it in its current state. Internal notes still work in every case.

Hiding a question, liking it, or messaging the customer outside the question is not possible on Hepsiburada, so those actions do not appear.

Report to Hepsiburada

Some messages are not real questions: insults, spam, or text that has nothing to do with your store. For those, use Report to Hepsiburada in the conversation instead of answering.

• Who can report: only team members who can complete conversations. Others see the action disabled.
• A reason is required. It goes to Hepsiburada only; the customer never sees it.
• It cannot be undone. The question closes without an answer, and Hepsiburada tells the customer that it was not answered.
• Only a question that is still waiting for an answer can be reported.

The conversation gets an internal note with your reason, the question shows Reported to Hepsiburada, and the conversation is archived. Wiz never reports a question.

Wiz: drafts by default

On a new Hepsiburada channel, Wiz does not answer on its own. An answer on Hepsiburada goes out under your store's name, cannot be edited or deleted, and the customer gets only one answer per question, so the default is a draft that an agent reads and sends.

There are two ways to get a draft:

• On request. In the reply box, click Suggest a reply with AI (the sparkle icon). The suggestion appears above the box. Choose Use this to put it into the box, edit it, and send it.

• Automatically. A suggestion is written for every new question when both of these are true:

  • Real-time smart reply is on for the workspace, in Settings → AI assistant → AI tools (an admin setting, off by default; each suggestion is an AI call), and
  • the conversation is assigned to an agent.

  An unassigned question gets no automatic suggestion.

Letting Wiz answer on its own. In the channel's settings, under AI auto-reply, turn on the switch. ConnectWiz asks you to confirm first (Turn on automatic answers), because automatic answers go out without anyone reading them. When Wiz answers on its own:

• it is given the product's details from Hepsiburada's catalogue (name, brand, attributes, price, stock, dispatch time), the question's topic, and the order number for an order question;
• it never sends files;
• it never puts phone numbers, e-mail addresses or links in an answer. An answer that would carry one is not sent, and the question is handed to a person instead;
• it does not write anything once the question can no longer be answered.

Orders and returns on the contact card

Once connected, ConnectWiz keeps a copy of your Hepsiburada orders and returns. Orders are refreshed every five minutes and returns every fifteen.

On a contact's profile, the Orders tab shows:

• their Hepsiburada orders, with status (New, Packed, In transit, Delivered, Not delivered, cancelled, Return requested), the carrier and the tracking link;
• their Hepsiburada returns, with the type of each request (return, missing item, wrong product, exchange and so on) and its status, including Awaiting your action.

If the person also has a Trendyol account, the tab shows one tab per marketplace.

When that person writes to you, Wiz knows their recent orders and can answer "where is my order?" with the status and the tracking link. Wiz is never given the street address, only the city and country.

What is not kept: Hepsiburada sends the buyer's Turkish ID number (T.C. kimlik no), tax number and tax office with orders. ConnectWiz discards them, together with the card holder's name, before anything is stored.

Accepting or rejecting a return, cancelling, packing and invoicing are not done from ConnectWiz. Use the Hepsiburada Seller Panel for those.

One customer, every channel

Hepsiburada does not tell sellers the name of the person who asked a question. A question from someone ConnectWiz does not know yet creates a new lead named Hepsiburada customer · # followed by the question number. ConnectWiz then joins that person to the right contact in these ways:

• By Hepsiburada's buyer ID. Every later question and order from the same Hepsiburada buyer goes to the same contact.
• By the order in the question. A question asked from My orders carries its order number. When that order is already in ConnectWiz, the buyer's phone number and full name come with it, and the question is joined to the right contact automatically.
• By phone number, automatically. Hepsiburada orders carry the delivery phone number. When a contact on any channel has the same number, the two are joined and the contact's card shows their Hepsiburada orders and questions. It works in both directions: ordered first and wrote later, or the other way round.
• By order number. A customer gives their order number in a chat. Open their profile → Orders → Link a Hepsiburada order and enter the number. Wiz can do the same in a conversation, but only after the customer confirms the last four digits of the order's phone number or the full name on the order. Wiz never reveals whether an order exists.
• Never by name alone. Names collide, so a name match only raises a suggestion.

When ConnectWiz is not sure, it does not guess. It shows a Possible matches card on the contact's profile, the same card as for Trendyol: Link to the right contact, Merge two contacts that are the same person, or Ignore.

One person can hold a Trendyol account and a Hepsiburada account, and more than one of each; linking one does not remove another. A contact created from a Hepsiburada question starts as a lead and becomes a customer once a Hepsiburada account with orders is joined to them.

E-mail is not used for matching. Hepsiburada has not made clear whether the e-mail address on an order is the buyer's own or a relay address, so ConnectWiz does not match on it.

Sync and the order webhook

Open the channel (Settings → Channels → Hepsiburada, Connection tab) to see the Hepsiburada connection card:

• Authorization: Waiting for Hepsiburada authorization, Authorized or Not authorized;
• Last question sync, Last order sync and Last returns sync;
• History import: Queued, In progress, Done or Failed;
• Last sync error, if there was one;
• Order webhook;
• Sync now, which fetches everything immediately.

Hepsiburada has no webhook for questions, so questions are always fetched on a schedule. Orders and returns are fetched on a schedule too.

The order webhook is an optional speed-up for order changes. Hepsiburada does not let integrations switch it on themselves; Hepsiburada opens it on request. Its states are:

• Order webhook not requested or Order webhook requested: orders arrive through the regular sync. Nothing is missing.
• Order webhook active: order changes also arrive instantly.
• Order webhook blocked: Hepsiburada blocks the webhook after slow responses. Orders still arrive through the regular sync; the webhook has to be reopened by Hepsiburada support.

Replace the service key

After a new service key is created in the Seller Panel, use Replace the service key on the same tab and paste it as New service key. It is tried with Hepsiburada for the same store before it is saved. The channel keeps its conversations, orders and settings.

Troubleshooting

Symptom	Cause
The Hepsiburada card says Coming soon and cannot be opened	ConnectWiz's integrator registration with Hepsiburada is not complete on this platform yet. The card opens by itself once it is.
"Hepsiburada did not accept these details" when connecting	Wrong Store ID or Service Key, or ConnectWiz has not been added under Entegratör Bilgileri (Integrator Information). Copy both values again.
"This Hepsiburada store is already connected"	The store is already connected, in this workspace or another. A store can be connected to one workspace, once.
The channel stays on Waiting for Hepsiburada authorization	Normal for up to 2 hours after you add the integrator. The channel starts on its own.
The channel shows Not authorized	Hepsiburada refused access. Check that ConnectWiz is still your integrator and that the Service Key has not been replaced with a new one, then give the channel the current key with Replace the service key.
No questions arrive	Questions older than the history you chose are not imported. New ones arrive within about two minutes. Check Last question sync and Authorization on the channel.
The reply box is locked	The question was answered, reported, or its answer window has passed. The box says which. Hepsiburada takes one answer per question.
"Hepsiburada accepts only these file types in an answer"	Attach .jpg, .png, .bmp, .pdf, .docx or .xlsx.
The Hepsiburada card shows "Not available on this plan"	Hepsiburada needs a plan with premium channels.
"No Hepsiburada order with this number was found"	Check the number. Hepsiburada keeps order lists for about one month, so older orders may not be synced.
A customer's orders don't show on their card	Their contact has no phone number, or a number different from the delivery number on the order. Use Link a Hepsiburada order.