Today's Amazon incompetence experience
So, now we have customers leaving bad reviews because they think you are not replying to their messages - when you are in-fact replying to every single message you get from a customer, but as they have chosen to not receive emails from Amazon they dont receive them!
I mean seriously…Is this marketplace a comedy act or something?
0 replies
Seller_94VWxluF6zYyI
You need to click on their name on the order and reply (subject: Additional Information).
That gets through to them… Although why on Earth Amazon have done this is anyone’s guess
Seller_oGFKRixtdkjxL
It’s more a farce which some people depend on for their livelihood, fun isn’t it. I mean you could have a viable business one day and then not the next, coz Amazon says so…
Seller_sFEUMUfeW5484
I had a buyer place an order 2 days ago (express france), only had part of their delivery address. Sent the buyer 8 messages, using all the various routes…No reply. So i had no choice but to cancel the order and inform seller performance.
Today, buyer places teh same order again, still missing most of their address. sent 2 messages so far, nothing. Opened a case with selelr support and they advised me I can phone the customer. I said that apparently it’s against Amazon rules, she says no it’s ok, you can phone them. It’s only against the rules to phone them for marketing reasons, so long as it’s related to an order, it’s fine…apparently (she says).
Seller_ws4PZEK3YTmos
It honestly seems that Amazon go out of their way to make it difficult for MPS (market place sellers ) to run their businesses in a professional manner - I’ve recently noticed that 80% of our customers have ‘apparently’ opted out of receiving emails . Why would customers genuinely do this if they wish to keep updated on their orders . This seems to me to be yet another hurdle that we have to jump over .
Seller_s3Cd6G48e2Jq9
We’ve been having the same issues with buyers not receiving replies. What gives?
Seller_u6h2JH0QwfEd0
As sellers we only have ourselves to blame, having recently purchased some items from Amazon myself recently i was subsequently bombarded with feedback requests and thank you’s and user guides etc no wonder our customers are unsubscribing from communications from sellers; and If this is any of you then you are part the problem.
Seller_nvoqdXSzDHB4o
I thought if you reply to a message the customer instigates it DOES get delivered. It is only if you instigate the messaging that the opt out comes in to play
Perhaps the problem is not that the messages are not received, more that it is next to impossible to actually FIND the message system in a customer account.
Seller_bhSWqoVh7Pn98
We all agree it is stupid, but it is Amazon, so they will not change their system, as they think they know best (useless as usual of course)
Being what Amazon class as ‘Customer Centric’, is the opposite, Amazon just do not seem to realise that contacting Buyers by Phone and Email should be easy.
Marketing was already banned, and opting out should only stop that, not all other contact. Choosing Returns, Refunds, etc, etc should obviously be allowed, without having to put [Important] in the subject line.
Sellers can still abuse by doing that anyway!
I also think Buyers do not even read emails, as many just email again with the same query, or say why have we not replied, when we have replied, then as you say they add bad feedback and Amazon will not remove it, adding insult to injury!
Seller_szlg9mwshA8mO
Mmm well to be fair to the customers they were probably getting spammed to death with feedback requests etc.
Seller_yAo12UfAg6lho
Been there a number of times;.
Its unreal to be honest.
Customer asks for tracking numbers, so I send, then asks again, so I send again.
Some customers Amazon messages go into junk and others have chosen not to receive communications.
Amazon, as usual, dont give a hoot!
