Messages and getting help

Getting help from Jelly

Chat with us from the top of Help, or tap Jelly Support at the top of Messages. You have one conversation with us at a time. While one is going, Continue your chat takes you back into it, and anything you start from elsewhere in the app (Chat with us, a rental's own help) lands there too, so nothing you say is split across two chats. Your past conversations are listed underneath, each with its replies, to read. When none is going, Start a new chat begins one, and if you have never written to us it opens a new chat straight away. If it is about a rental, tap it or say which one, and the chat is filed against that booking.

A new chat opens straight into the chat, with buttons for what people come for most: I have an issue with a rental, Where's my rental?, A question about a charge or refund, How does Jelly work?, A question about my account (and, if you lend, I have an issue with a piece I'm lending and When do I get paid?). Tap one, or just type. A question is answered right there. If something has gone wrong, we bring someone from the team in at once, and the AI tells you so and keeps helping while you wait: it asks which rental and what's wrong, and gives you what it can from your own order. If its answer sorts it, tap That sorted it and nobody needs to come; if not, tap I still need the team and it waits with you. You can keep asking other things meanwhile, and it answers what it can; what only the team can do, it tells you they'll pick up when they join. The top of the chat shows where the team is: getting someone, who has seen your chat (by the name they use with you), and who joined. You don't have to stay on the page: you get a notification when someone from the team joins or replies, and the reply is right there in the chat.

Checking it's sorted. Right after the AI answers something, it asks: Is that what you were looking for? Tap Yes and the chat is marked as sorted. Tap Not yet and it asks what's still open, and carries on from there. If you don't answer, it checks in once more after a while (If you still need help with anything, I'm here), and if you still don't answer, the chat ends. When someone on the team has your chat, nothing is asked or closed automatically: they check in with you themselves when they think it's done, and they ask Are all your questions answered? You can also tap Mark as solved at any time.

When a chat has ended (sorted, or closed by us), it says Your conversation has ended. You can still read it, but you can't write in it, and it doesn't open again: tap Contact support to start a new chat. If another chat with us is going, the button is Continue your chat and takes you there. Longer answers come as a short list, with the parts that decide it in bold.

Every order has its own support thread, and it is private to you: the other party is not in it and cannot read any of it. Open it from the order and you are talking to Jelly about that booking, with the order already attached. If a chat with us is already going about something else, you carry on in that one and the booking goes along with what you write.

There is also a general thread for anything not about a specific order.

Who answers. A person on the Jelly Support team reads your chat and replies in it. When someone picks it up you see their name on the desk ("Brooke has been assigned"), and when they are writing, that they are typing. Jelly Support's AI may answer first: its messages are always labelled Jelly Support · AI, and it offers buttons to tap instead of typing (your rentals themselves, what's wrong, the questions people ask most). It can look at your own rentals and explain how Jelly works, and it never changes, cancels, refunds or charges anything. It brings in a person when something needs one: a refund, a cancellation done for you, a charge or a payout to look into, damage, a piece that hasn't come back, your safety. If you would rather talk to someone on the team, say so and the team is brought in straight away; the AI helps meanwhile if you want it to. Someone on the team can also join your chat at any time, and from that moment the AI stops replying. If one of its answers is wrong, tap the small flag under it and say what was off: it goes to the team that teaches Jelly Support, and the chat carries on as it was. Write to it in your own language and it answers in yours, from the same policies and help centre.

Or write to info@onjelly.com. Include your handle and, if it is about an order, which one.

What to say: the plainest version of what happened, and the photographs or videos. A capture at handover settles more arguments than a paragraph does.

The things that are ours, not yours

Marking a piece delivered, lost, stolen or found, and closing an order, are Jelly's. If one of those needs doing, write in: Jelly says so rather than giving one side a button over the other. See When a delivery goes wrong.

Messaging another member

You can message any member: ask about fit, ask whether a piece would survive a wedding, share a piece into a chat. One thread per pair, and it is kept while either account is open.

You see a first name and a handle. The only place an address appears is the label on a shipped order, for the person who ships it. Full names, emails and phone numbers are never shown, in a message or anywhere else. See Privacy and safety.

Do not take it off Jelly. Arrange and pay for everything on Jelly: Jelly cannot mediate or collect on something arranged elsewhere, and neither of you has any record if it goes wrong.

Blocking is immediate and works in both directions: neither of you can message or follow the other, or rent, buy or make an offer from the other's closet. The other person is not told. You can block someone before or after a rental or a sale with them, but not while one is still going: once it is returned, closed and nothing is left open on it, you can. If something is wrong in the meantime, message Jelly Support from the order.

Reporting something

Report a member, a listing, a message or a reply from Mona, with a reason and a note. Reports are confidential (the person reported is not told who raised it), and a report is read by a person rather than triggering anything automatic. Reporting something you know to be untrue is itself against the Community guidelines.