Trendyol

Connect your Trendyol store and three things arrive in ConnectWiz:

• Product questions. What shoppers ask on your product pages lands under Comments, grouped under the product, and you answer from there.
• 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 Trendyol buyer is matched to the same person when they write to you on WhatsApp, by phone, or anywhere else.

Both the Turkey Marketplace and the International Marketplace are supported.

What Trendyol does not let any tool do

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

Before you start

• Plan. Trendyol is a premium channel, like App Store and Google Play reviews. It is available on plans that include premium channels and uses one channel slot. See Plans and subscription.
• Your API details. In the Trendyol Seller Panel open your store name (top right) → Account Information → Integration Information. You need three values: Seller ID, API Key and API Secret.
  Only the master user sees them

  The Integration Information page is visible only when you sign in to the Trendyol Seller Panel as the master (admin) user. A sub-user sees an empty page.

Connect

1. Go to Settings → Channels → Add channel → Trendyol.
2. Paste the Seller ID, API Key and API Secret.
3. Choose the marketplace:
   • Turkey Marketplace for a store selling on trendyol.com in Turkey. This includes micro-export orders, which Trendyol delivers through the Turkey API.
   • International Marketplace for a seller account registered outside Turkey. Then tick the storefronts you sell on: Germany, Saudi Arabia, United Arab Emirates, Kuwait, Greece, Slovakia, Romania, Czechia, Bulgaria.
4. Choose how much history to import: none, 7, 30 or 90 days. History is imported quietly. It sends no notifications and Wiz does not answer it.
5. Save. ConnectWiz checks the details with Trendyol before saving. A wrong key is refused on the spot.

If you sell on both marketplaces you have two seller accounts. Connect each one as its own channel.

Answering product questions

New questions arrive within about five minutes, under Comments, grouped under the product they were asked about (picture, name and a link to the product page).

Trendyol has its own rules for answers, and the reply box follows them:

Rule	What you see
A question must be answered within 3 business days. After that Trendyol closes it for good.	A countdown on the question. It turns amber on the last day and red in the final hours. It is an estimate, because public holidays are not counted.
An answer is 10 to 2,000 characters.	A counter under the box. Send stays off outside the range.
Trendyol checks every answer before publishing it.	The question shows Awaiting Trendyol approval, then Published or Rejected by Trendyol with Trendyol's reason.
A rejected answer reopens the question.	You can answer again.
Repeated answers with banned words close the question permanently.	The question shows as closed and the reply box is gone.
A published answer cannot be edited or deleted.	The reply box is replaced by the reason.

Hiding, liking or messaging the asker privately is not possible on Trendyol, so those buttons do not appear. Reporting a question can only be done in the Trendyol Seller Panel.

Letting Wiz answer

By default Wiz writes a draft for each new question, using what Trendyol says about the product (attributes, variants, stock, price). An agent reads the draft and sends it.

You can switch Wiz to answer on its own in the channel's comment AI settings. Before you do, weigh the rule above: an answer Trendyol rejects for banned words counts against the question, and enough of them close it permanently. Wiz is instructed never to put phone numbers, email addresses or links in a Trendyol answer, because Trendyol treats contact details as private information.

Orders and returns on the contact card

Once connected, ConnectWiz keeps a copy of your Trendyol orders and returns. Orders are refreshed every five minutes and returns every fifteen. Order changes also arrive instantly when Trendyol can reach us (see Sync and the order webhook).

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

• their Trendyol orders, with status, the carrier, the tracking link and the estimated delivery date;
• their Trendyol returns, with the reason for each item and its 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: Trendyol sends the buyer's Turkish ID number and tax number with every order. ConnectWiz discards them and never stores them.

Importing Trendyol's product list into your own catalogue is off by default. Wiz still reads product details live when it answers a question.

One customer, every channel

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

• By phone number, automatically. Trendyol 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 Trendyol orders and questions.
  • It works in both directions: ordered first and wrote later, or the other way round.
  • It works with WhatsApp numbers and with numbers typed in the Turkish national form (0532 …).
• By order number. A customer says "my order is 10654411111" in a chat. Open their profile → Orders → Link a Trendyol 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:

Why it was suggested	What to do
The order's phone number belongs to more than one contact	Link to the right one
The Trendyol buyer is already joined to a different contact	Merge the two contacts, or Link to move the buyer
Only the name matches	Link if you are sure, or Ignore

A person can have more than one Trendyol account, and linking a second one does not remove the first. A contact created from a Trendyol question starts as a lead and becomes a customer once a Trendyol account with orders is joined to them.

Email is not used for matching. Trendyol shows sellers a masked relay address (…@trendyolmail.com), never the shopper's real email.

Sync and the order webhook

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

• the last time questions and orders were fetched, and the last error if there was one;
• the progress of the history import;
• the state of the order webhook, the instant update Trendyol sends when an order changes.

The webhook is a speed-up, not a requirement. Orders are fetched on a schedule either way.

• Paused. If Trendyol cannot reach us 13 times in a row, it pauses the webhook and emails you. Use Reactivate webhook.
• Not set up. If the webhook could not be registered, the card says so. Nothing is lost.
• Sync now. Fetches everything immediately.

Replace the API key and secret

After the key pair is regenerated in the Seller Panel, use Replace the API key and secret on the same tab: paste New API key and New API secret. Both are tried with Trendyol for the same Seller ID before they are saved. The channel keeps its questions, orders and settings; there is no need to delete and connect it again.

Troubleshooting

Symptom	Cause
"Trendyol did not accept these credentials" when connecting	Wrong key or secret, or details copied from the test (stage) environment, which has different keys. Copy them again as the master user.
No questions arrive	Questions older than the history you chose are not imported. New ones arrive within about five minutes. Check the last fetch time on the channel.
An answer stays "Awaiting Trendyol approval"	Trendyol is still reviewing it. The status updates on the next fetch.
The Trendyol card shows "Not available on this plan"	Trendyol needs a plan with premium channels.
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 Trendyol order.