Emails not getting through to customers

I am putting this up in the forums because I see a number of people questioning whether or not messages are getting through to customers.

When a customer had opted out of email, I used to receive a message saying that the customer had opted out and I then sent it again with IMPORTANT in the first line which then arrived. However, when the message comes through a return request rather than just a message, no amount of IMPORTANT or anything else will get the message to the customer and yet Amazon’s wonderful message system still says that it has been sent.

So this morning I had a return request when clearly they just needed a replacement bulb and I had already sent two messages that had not been received. This was the second return request that had not been answered with the messaging system and I just thought the previous customer hadn’t bother to read the response. So I granted the return request but put in the return instructions the option to have a replacement bulb rather than returning the item and within 5 minutes I got a positive response.

So it would appear that yet again Amazon are lying to us in telling us that they have sent a message when they haven’t. If you have a return request that you would like to message the customer about then grant the return and put the information you want to send to the customer in the return instructions.