Getting absolutely savaged by messages not getting through to customers - what should I do?
I responded to most messages within hours, but it looks like many messages are not even getting through to my customers…
This has become a big problem when I received messages with following title:
“Where’s my order? - Replacement item requested”
I responded almost immediately, offering tracking information for existing package (which has been severely delayed by Royal Mail), as well as offering to ship a replacement package.
But 2 days later BAM! I received a claim decision on A-to-Z guarantee, full refund forced on me, and received a order defect ding on my performance metric
I believe that my message are not even getting through to my customers. What can I do to make sure that they can see my responses??
Thank you for your time.
22 replies
Seller_NoLYurmb006tq
Hi I do the same if anything has not arrived on time I offer refund or replacement providing its more than a day or two late but if the customer does not contact by the following morning I usually just refund
Seller_DTufFoxJuMU0M
I don’t see why Amazon can’t add something to the page like they do for us sellers, we can’t miss a message from a buyer, nor can you on Ebay or Etsy, even as a buyer on Ebay (haven’t bought on etsy so can’t comment) its obvious that you’ve received a reply soon as you log in even if you didn’t notice the mail in your email.
Seller_NoMNQDGnEW5Bx
That’s very true, I had a conversation with a seller (as a buyer) via messaging about a year ago and took me ages to find where the replies went to
Seller_XrsxyuONn8r2w
a little trick someone else put up on here a while back and we have used it. It works 90% of the time.
Copy the email address from your Amazon messages, paste it into your direct email account (hotmail or whatever you use) but make sure its the email account regiestered on Amazon.
Put the subject matter as [IMPORTANT] including the square brackets.
this appears to then bypass spam filters. We use this only when the customer has not replied or emails again saying you have ignored them etc.
Like I say, it works for us about 90% of the time and as you are using the encrypted email address from Amazon and through the registered account, its not a problem.
Seller_f5cnodyVjLD4S
You must be careful to only use [IMPORTANT] in the subject line, if it is necessary to complete an order.
Some sellers are now unable to initiate messages to customers for doing this and some selling accounts suspended for continued misuse despite warnings.
Here is a message that some sellers have received for doing exactly this.
Dear Seller,
Some of the messages you recently sent were not delivered to customers.**
Why did I receive this message?
We detected that you committed at least one of the following prohibited actions in your communications with customers.
You are using “[Important]” in subject line or contact reason “Additional Information Required” when it is not necessary to complete an order *
You are sending marketing or promotions**
You are either incentivizing or manipulating product or seller reviews** You are asking for the same review repeatedly**
You are sending links or attachments that are not necessary to complete the order**
We have received an excessive number of customer complaints about your unsolicited messages**
As a result, you are restricted from proactively initiating new email conversations with customers.
Seller_uZmYgk2Q734Ed
Thanks for all the responses. It looks like there is no good solution to this problem. Guess I just gotta roll with the punches when it comes to Amazon!
Seller_7VbclcPFFRTnc
sorry don’t want to be the bad guy but - if you are getting several emails from buyers as their items haven’t been delivered and they are still in the system awaiting delivery and this is an ongoing issue, would you not be better to either send via a faster delivery method or increase your handling time ?
Seller_mUtPCf4e4eKd6
put (IMPORTANT) on your messages to them…IN BRACKETS thats what Amazon recommends and they wont then block yr emails
Seller_atf9qfU6yr5ZT
This problem is caused through Amazon not explaining to buyers the “block seller messages” blocks messages from sellers they have purchased off? Most buyers we talk to think its just to stop advertising. So, if you suspect the buyer has turned off seller messages we find the following procedure eliminates anything getting anywhere the A-Z stage.
Day 1 - Contact the buyer through the “Unexpected problem with order” channel ONLY. Adding [IMPORTANT] in the message is mandatory as Amazon doesn’t then block the message
Day 2 - If still no response hitting the customers order number will usually show you if a telephone number is registered and if a mobile? If it is a mobile Text them you have sent them a message on Amazon. We start the message "Regarding your Amazon purchase…
Day 3 - If still no response then phone them
Day 4 - If still no response then write to them
Before anyone mentions Amazons rules on contacting the customer, we’ve only ever had to write to 1 customer and have rung less than 10. We’ve never had ANY complaints from customers (as its in their interests) and we’ve never been contacted by Amazon regarding contact methods used. Customers can wreck your business through ignorance if you let them SO DON’T LET THEM BE IGNORANT! We’ve had customers screaming blue murder at how terrible a company we are only for them to respond with their tales between their legs when they realise they haven’t bothered to check their messages.