Managing Your Membership
Messages
How to message a business you are a member of, reply by email, and find your conversations.
Messages
Messages is where you talk to the businesses you are a member of. Ask about a delivery, change something about your membership, or just get a question answered - it goes straight to their team.
Finding your messages
Messages is in the main navigation of your account, next to Orders. A dot appears on it when someone has replied.
If you are a member of more than one business, each one gets its own conversation and the list shows who it is with.
Starting a conversation
Open Messages, pick the business, and write. If you have only ever dealt with one business, there is nothing to pick.
You can also get there from a membership: anywhere you see the business's name, there is a way to message them.
Everything stays in one conversation per business, so you can scroll back and see what was said last time instead of searching your email.
Replying by email
When a business messages you, you also get an email about a minute later - unless you already read it in your account, in which case no email is sent. If they send several messages in a row, they arrive together in one email.
You can reply straight to that email. Your answer goes back into the conversation and the business sees it right away. You never have to log in to answer.
You can also attach a photo or a PDF to that reply. A picture of something that arrived damaged or a delivery left in the wrong spot says more than a paragraph, and it will show up in the conversation.
If you would rather answer in your account, every email has a button that takes you to the conversation.
What to expect
- A person reads your message. The business may use MemberZone to help write a reply, but someone on their team reads it and approves it before it is sent. Nothing is answered automatically.
- Reply times are up to the business. Messages are not monitored by MemberZone, so for anything urgent about an order, check the contact details on the business's own page too.
- Your conversation is private to that business. A business you message can only see the conversation you have with them, and only the membership and order details they already hold about you.
Common things to ask about
Most questions have a faster answer in your own account:
| What you want | Where it already is |
|---|---|
| Change your address | Addresses, in your account |
| Skip, pause, or cancel | Your membership page - see Managing your membership |
| Track a delivery | Orders - see Delivery information |
| Update your card | Wallet, in your account |
If the thing you want is not available to you there, that is exactly what to message them about - some businesses handle cancellations and skips themselves rather than letting members do it.
Problems with MemberZone itself
Messages reaches the business, not MemberZone. If something is wrong with the site or your account rather than with your membership, use the help assistant or the Help Center instead.
Still stuck?
Ask Zoe about this article and get a direct answer.
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