n11

Connect your n11 store and three things arrive in ConnectWiz:

• Product questions. What shoppers ask on your n11 product pages lands under Comments, grouped under the product, and you answer from there.
• Orders, returns, cancellations and exchanges. They appear on the customer's contact card, and Wiz can use them to answer "where is my order?".
• The customer, on every channel. An n11 buyer is matched to the same person when they write to you on WhatsApp, by phone, or anywhere else.

What n11 does not let any tool do

n11's seller API has no product reviews (star ratings and review text), no store rating and no customer messages. No integration can read or answer them, ours included. Product questions are the only written conversation with shoppers that n11 opens to integrations, and that is what this channel carries.

Before you start

• Plan. n11 is a premium channel, like Trendyol. It is available on plans that include premium channels and uses one channel slot. See Plans and subscription.
• Your API details. n11 needs two values, and no integrator approval:
  1. Sign in to the n11 Seller Panel (so.n11.com) and open My Account (Hesabım) → API Accounts (API Hesapları).
  2. Press Create New Account (Yeni Hesap Oluştur). The API Key (API Anahtarı) appears in the list.
  3. Press Create New API Password (Yeni API Şifresi Oluştur). n11 e-mails the API Password (API Şifresi) to the account owner; it is not shown on screen. Creating a new password makes the old one stop working.

Connect

1. Go to Settings → Channels → Add channel → n11 — Product Questions.
2. Paste the API Key and the API Password.
3. Choose how much history to import: none, the last 7 days or the last 15 days. History is imported quietly. It sends no notifications and Wiz does not answer it. 15 days is the most n11's order list gives in one go.
4. Save. ConnectWiz checks the details with n11 before saving and reads your store's name from your catalogue. A wrong key is refused on the spot, and a store that is already connected in this workspace is refused too.

Answering product questions

n11 lets a store list its product questions only once a minute, so a new question takes a minute or two to appear under Comments. It is grouped under the product it was asked about, with the product's name and picture.

Each question shows:

• its subject, the topic the shopper picked (for example "Kargo hakkında");
• a Private question badge when the shopper asked privately. The answer is then seen by that shopper only, not on the product page;
• the shopper's photos, if they added any.

n11 has its own rule for answers, and the reply box follows it:

Rule	What you see
One answer per question. n11 closes the question as soon as it is answered, and an answer cannot be edited, withdrawn or followed by a second one.	A One answer only warning above the box. After you send, the reply box is replaced by the reason.
An answer is 1 to 2,048 characters.	A counter under the box.
A question answered in the n11 Seller Panel is closed too.	The answer written there appears on the question, and the reply box is gone.

Hiding, liking or messaging the asker privately is not possible on n11, so those buttons do not appear.

Letting Wiz answer

By default Wiz writes a draft for each new question, using what your n11 catalogue says about the product (description, attributes, price, stock and the days needed to prepare the shipment). An agent reads the draft and sends it.

You can switch Wiz to answer on its own in the channel's comment AI settings. The settings ask you to confirm first: an n11 answer can never be edited or withdrawn, so an automatic answer that is wrong stays wrong. Wiz is instructed never to put phone numbers, email addresses or links in an n11 answer.

Orders, returns, cancellations and exchanges on the contact card

Once connected, ConnectWiz keeps a copy of your n11 orders and claims. Orders are refreshed every five minutes, returns, cancellations and exchanges every fifteen. n11 sends no instant updates, so these schedules are how changes arrive. Orders placed before November 2024 are never available: n11 does not give them out.

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

• their n11 orders, with status, the carrier and the tracking link. Orders from n11's own warehouse (n11depom) are included;
• their n11 returns and cancellations, with the type (return, cancellation or exchange), the reason, the shopper's own explanation and the status.

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: n11 sends the buyer's Turkish ID number and tax details with every order. ConnectWiz discards them and never stores them. n11's commission and fee figures are not kept either.

One customer, every channel

An n11 buyer and the person who messages you on WhatsApp are often the same person. ConnectWiz joins them in these ways:

• By phone number, automatically. n11 orders carry the buyer's phone number. When a contact on any channel has the same number, the two are joined and the contact's card shows their n11 orders. It works in both directions. When an order goes to a delivery point, the billing phone is used, not the delivery point's.
• By order number. A customer says "my order is 203872347637" in a chat. Open their profile → Orders → Link an n11 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.
• Questions by e-mail. n11 names the person who asked a question only by name and e-mail address, never by their n11 customer number. ConnectWiz uses that e-mail address only to match the question to the right contact: the contact who already has that address, or a new lead for the asker. The address is never copied into the contact's e-mail field and is never used for marketing.
• Never by name alone. Names collide, so a name match only raises a suggestion on the contact's Possible matches card.

The order e-mail is n11's relay address and is not used for matching.

Sync

Open the channel (Settings → Channels → n11, Connection tab) to see:

• the store and seller ID;
• the last time questions, orders and returns were fetched, and the last error if there was one;
• the progress of the history import.

Sync orders now fetches orders and returns immediately. Questions are not part of it: n11's once-a-minute limit is already in use by the question check.

Replace the API key and password

After a new API key or API password is created in the n11 Seller Panel, use Replace the API key and password on the same tab: paste New API key and New API password. Both are tried with n11 before they are saved, and a key that belongs to a different store is refused. The channel keeps its questions, orders and settings.

Troubleshooting

Symptom	Cause
"n11 did not accept this API key and password" when connecting	The key or password is wrong, or a newer API password was created since. Use the password from the latest n11 e-mail.
The connection card shows the credentials were refused	Somebody created a new API password in the n11 Seller Panel. Use Replace the API key and password with the new values.
A new question takes a minute or two to appear	n11 allows one question list per minute per store.
No questions from before the connection arrive	Only the history you chose (none, 7 or 15 days) is imported.
A customer's orders don't show on their card	Their contact has no phone number, or a different one. Use Link an n11 order.
The n11 card shows "Not available on this plan"	n11 needs a plan with premium channels.