Bringing Trendyol and Hepsiburada Reviews & Q&A Into One Screen

For a team selling on marketplaces, the day often goes like this: in the morning, open the Trendyol seller panel and check pending questions; then the Hepsiburada panel; then the site’s own admin. In the afternoon, the same tour again. Even so, a question that arrived overnight can sit unanswered for 18 hours, and a negative review can go unnoticed for days.

The cost is invisible but real: a question answered late does not convert into a sale, an unanswered negative review shapes the decision of the next few hundred visitors, and the seller score — and with it, listing position — quietly erodes.

The Problem Is Not the Panels — It Is the Structure

Trendyol’s and Hepsiburada’s panels do their job; the problem is that customer interactions live on three or four separate islands. An operation built on touring panels has three structural weaknesses:

• Tracking depends on a person: When the person “who checks” goes on leave, the process goes on leave too.
• There is no prioritization: A critical complaint and a “when will my order arrive” question sit in the same list with the same visibility.
• There is no measurement: What is the average response time? Which product generates the most questions? Nobody knows.

The Model We Build: One Work Queue

The essence of the solution is collecting every interaction, regardless of channel, into a single work queue. The setup has three layers:

1. Collection: New reviews and questions are pulled at regular intervals through the Trendyol integration and Hepsiburada integration seller APIs; the site’s own forms flow into the same pool. Every record is normalized with channel, product, date and status fields.

2. The work queue: Each interaction becomes a work item moving through “waiting → assigned → answered → closed”. When a waiting-time threshold is exceeded, a notification fires; negative reviews jump to the front of the queue. The team looks at one screen, and who is holding what becomes visible.

3. Response and measurement: Approved reply templates cover the frequent questions; responses are delivered to the relevant panel via API or in one click. On the management side, response time per channel, question volume and the products generating the most questions are reported — and this is where the real win usually appears: fixing a product description once instead of answering the same question a hundred times.

Where to Start

You do not need to build a big platform; the right order is:

1. Inventory: Which channels, how many interactions per day? Count for one week.
2. One pool: Automate collection only, at first — even if replies are still sent from the panels, having everything visible in one list ends the lost-message problem by itself.
3. Status and thresholds: Add a status field to the queue and a “waiting longer than X hours” alert.
4. Templates and reports: Write templates for the 10 most frequent questions; start a monthly response-time report.

This structure is a concrete part of the marketplace and e-commerce operations service on our homepage. If you would like to discuss a similar setup for your own operation, get in touch — we start with an inventory of your current channels and volumes.