Why are my messages/responses not going through to customers!?
It’s becoming increasingly frustrating receiving messages, enquries, complaints and replying to every single one of those messages within minutes of them arriving, only to not get a response 
This then leads to the enquiry/complaint or whatever the message was intended for, left to simmer on Amazon’s server until it’s forgotten about. Simply because customers are not receiving our responses.
This has also affected us in terms of A-Z Claims. Customers generally message us directly, letting us know of any issues, and we’d be more than happy to replace or refund the item upon receipt of the original goods. HOWEVER, that’s in an alternate universe. We have received a variety of messages, which have been attended to IMMEDIATELEY, only for customers to put a claim in, essentially leaving us out in no-man’s land, all because our responses and solutions are not being delivered to them!
Now I know it’s apparently a big no-no to contact the customer directly using their details provided for shipping e.g. contact number, however we’ve been forced to do that on several occasions simply to save the business from A-Z Claims because our responses are not being delivered. Is there ANY way we can fix this? Or is this down to the customer and their contact preferences? Which is questionable seeing as they’re messaging us, but don’t want to be contacted back 
Thanks in advance!
17 replies
Seller_09KaA3XjqoUPw
Do you use the ‘IMPORTANT’ title and send from own email address, I find this usually bypasses the ones where they have ticked not to receive messages
Seller_ANpkhFl1uuWCA
Amazon’s messaging service is not fit for purpose and it’s been that way since I joined Amazon nearly 6 years ago and most likely way before that too.
Try inputting [IMPORTANT] in the subject line when contacting customers using an email client, this sometimes can result in the customer receiving the e-mail and it not landing in a spam folder. It must be done as [IMPORTANT] with the brackets.
The way I operate is that if a customer contacts me with an item not received email, I promptly respond, and if no reply is received within 24/48 hours, I just refund and move on. This usually avoids negative feedbacks and A-Z cases being opened.
Not the way I want to operate, as I’m quite happy to send out replacements, but by doing that with no response from the customer still leaves you wide open, especially if the postal service doesn’t have tracking.
Seller_NoMNQDGnEW5Bx
If the buyer has contacted you first, the opting out of messages option doesn’t apply so they do get the responses, I think the bigger problem is actually finding the response, particularly if you use the app.
Seller_4MlYJvoHfdkDh
‘Phones numbers are for couriers to contact the customer’, so ring them up and tell them you are the courier to sort out any missing deliveries 
Seller_EDUFTR4llCMEA
I don’t understand why Amazon doesn’t let customers see messages more clearly within the App. A notification within the app would be good. Have the inbox appear easier if there’s a message.
The current system is useless.
