Change to Buyer-Seller Messaging options
We've updated our Buyer-Seller Messaging options to better protect buyer communication preferences.
Buyer-Seller Messaging allows you to contact buyers to complete orders or respond to customer service questions, however the tool shouldn't be used for marketing and promotional purposes.
To ensure messaging is only used for critical messages, we've removed the option to add "[Important]" to the message subject line and override buyer opt-out preferences.
You'll still be able to contact buyers with important messages about their orders. If the contact reason is critical to complete the order, your message will be delivered, regardless of the buyer's opt-out status.
For the best experience, we recommend that you use our message templates which automatically include order IDs, translate messages to the buyer's preferred language, and flag messages as [Important] if needed.
For more information, go to Contact a buyer using Buyer-Seller Messages.
For more information on what type of buyer messages are permitted, go to our Communication guidelines.
Change to Buyer-Seller Messaging options
We've updated our Buyer-Seller Messaging options to better protect buyer communication preferences.
Buyer-Seller Messaging allows you to contact buyers to complete orders or respond to customer service questions, however the tool shouldn't be used for marketing and promotional purposes.
To ensure messaging is only used for critical messages, we've removed the option to add "[Important]" to the message subject line and override buyer opt-out preferences.
You'll still be able to contact buyers with important messages about their orders. If the contact reason is critical to complete the order, your message will be delivered, regardless of the buyer's opt-out status.
For the best experience, we recommend that you use our message templates which automatically include order IDs, translate messages to the buyer's preferred language, and flag messages as [Important] if needed.
For more information, go to Contact a buyer using Buyer-Seller Messages.
For more information on what type of buyer messages are permitted, go to our Communication guidelines.
10 replies
Seller_7pTs15IYXmTOB
I don't know what difference you have made to be honest.
The real difference should be in directing the customer from contact amazon pages to seller messages, making sure buyer contacts the seller before proceeding to make claims or clawing refunds. They must communicate with the seller and offer them 72 hours excluding weekend and bank holidays to resolve matters before they are able to connect with customer service and ask for refunds.
Seller_HB2MC8FR8Gmz5
Perhaps you should stop blocking communications and understand that lots of problems are resolved through communications. You just introduced another process to support fraudulent buyers and punish hard working sellers who again not given any customer support.
Seller_ZjZ4slOF0jHpk
This is a bad move Amazon. Making it harder and harder for sellers to communicate with buyers is simply wrong.
Seller_vAWsGm3kItULv
Concerning "You'll still be able to contact buyers with important messages about their orders."
For all Amazon orders we send since 2019 an "automated and short follow-up message" - one message only. Seller Fulfilled includes the tracking number (see template below). Is this considered "important messages about their orders."
How to make sure, these messages will go thru and reach buyers?
EM
--------- f-up messaged template for _SF orders -----------
Ref: KooKoo follow-up to $name / Amazon.co.uk Seller $order / KooKoo $kdnr [Important]
Hello $name,thank you for your order via Amazon.
We have received your order, packed and handed over to the carrier, the package will be delivered within a few days.
The shipment was shipped with $shipper, the tracking number is $tn. Click on this link to track the package: $trackinglink.Please write, if the package has not been delivered within the next 5 days. Your invoice will be generated by Amazon and uploaded to your account (see "My Account", "My Orders").KooKoo was developed with love and care. We take care of the quality of the products and a good service. Use new 1.5V batteries: a voltage less than 1.2V might cause errors.
Write or call, if you have a question.
Best Regards from Bavaria
-----------
Seller_Xtb6vIhzOSaXT
post.I sell funeral ribbon. At a difficul time they need to be printed right and buyers are notorious for bad spelling and lines that make no sense. Ebay probably 90% response. Drop to 30 40% amazon
Seller_7pTs15IYXmTOB
About 90% disputes, unfair metrics on sellers and performance issues regarding a sale is purely down to buyers not communicating with sellers. Sellers are oblivious to issues until we find a hit on metric, an a-z claim and a refund issued from our accounts. Time and again we have asked for a system where buyers must be directed to the seller ONLY. If the resolution offered by seller is not good enough, then by all means intervene and do what Amazon is good at: Issuing refunds and punishing the seller.
If amazon intervenes before the seller had a chance to connect with the buyer, then issue refund from amazon's pockets. I think that is a fair deal.
The trouble is there are corrupt customer support. Inorder to get positive feedback, they betray amazon features and take matters in their own hands.
It isn't that amazon cannot make changes, but it won't. They are still very customer centric. We don't mind the customer centric feature, it brings us customer loyalty but all I am asking is amazon to pay up if they didn't offer seller opportunity to resolve matters. Amazon insurance should surely pay for losses. Also Amazon slogan applies: "Losses happen in the course of business." I am sure amazon can foot some losses after all it is in course of them doing business.
