Buyer communications on Amazon being blocked
Hello, I’m trying to communicate with 2 buyers, but they are not receiving my replies. This has happened in the past and one customer has even asked Amazon to contact me on their behalf and Amazon had the cheek to warn me that I should be replying! Amazon really need to improve the whole buyer communication system with a message to buyers saying that they have received a message when they log in to their account.
Any suggestions on how to communicate with buyers where they will actually see the messages?
16 replies
Seller_wP2N4PFKiopDt
First class letter post is the only certain way!
Seller_EJIX7rqDNQJi2
You can try selecting the “Additional information required” subject to see if you will be able to reach the buyers even if they opted out of the buyer-seller messaging.
Seller_drLRJgrBPnFBI
The reason your messages aren’t getting through is that the buyers have opted out of all marketing communications from Amazon (which also include comms from marketplace sellers).
Copy their encrypted e-mail address (which would be on the not delivered to buyer e-mail you received from Amazon.
Paste the address into an e-mail from your own e-mail client.
Put the word [IMPORTANT] (including the square brackets) as the first line of the subject
Message should get through
You may wish to inform your buyer that they have opted out of communications from sellers and perhaps would like to review their opt outs in their account?
Seller_LKjg1QRrO36Yq
Hmm…it seems the buyer was sending me another message at the same time I was replying to the original one!
The Processing Response button is still there though.
Seller_oGr715H7BMBjB
It’s unfortunately a very old problem and as countless threads will tell you, the messaging system isn’t fit for purpose. It’s really difficult for us as we sell personalised items and either customers don’t receive our messages asking for their personalisation, complain saying we haven’t replied, or saying they’ve already sent us a message and yet we haven’t received anything. It’s so frustrating.
I notice it particularly is bad when customers are on BT as their isp/email provider as we think BT recognise all Amazon email as spam and don’t let it through.
Then else said, customers can unwittingly opt out of marketing messages, which unbelievably includes marketplace seller messages. Even using the (important) subject or additional info required often don’t help.
So yes in a nutshell its a resort to snail mail by post. I’ve emailed the md loads of times about the issue and get pathetic stock responses back which completely ignore that there is any issue with the messaging system.
Seller_69KYWCixeIKbQ
The message system is simply not fit for purpose. The number of customers clearly not receiving our answers is growing. The only option is to send a letter and hope the customer does not get fed up and put a claim in.
Seller_7xa4giJ3wJ3FU
Hi, don’t reply to their message, use their message contact details from the sale and select ‘Additional Information required’ as the reason for contact.
Seller_h6wAIL79oTIe6
I wanted to offer alternative replacements to a customer return request but was unable to communicate 
surly that not the way even if customer opt out they still purchasing items and there is circumstances where the communication is necessary
Will amazon look in to it?
