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unable to contact a customer, what can I do?
I find the way Amazon has set up contacting customers mind boggling. I appreciate they don't want customers to feel bombarded, but it seems by default that customers do not get notifications when sellers are trying to message them. I have had this problem many times and yet again I am faced with not being able to get my message through.
I am sure the customer is unaware that they do not have notifications enabled and probably think that I am ignoring them. In fact I have now sent multiple messages via different methods and have not had a reponse from the customer.
What is more frustrating is that I am trying to respond to a question from the buyer.
I feel this is likely to end up with a negative feedback and an A-Z, Amazon will come down on their side and I am just left in a situation not of my own making.
Has anybody got any advice about how to get through to buyers? Frustratingly, even the mobile number the customer has on their details does not work, it is not a known number. I do not like to ring Amazon customers as I know it is discouraged.
6 replies
Seller_hOZNPw7G8FIjl
Email the buyer in your email software using their encrypted email on the order page. At the start of the subject line type Important in square brackets.
Seller_d8YGbIjNqwFxn
Sometimes seller messages from Amazon end up in a Spam folder so it maybe they haven't seen the message.
They could also be ignoring you. Whilst not knowing the exact content of the messages it is not uncommon for a buyer to raise a query and not respond and then raise an A-Z. This is done on purpose as they have to raise a query prior prior to any A-Z...they have no intention of resolving an issue.
I would also be cautious about sending multiple messages to the customer about the same issue. The customer may end up reporting the messages as really you should send one message per query.
Seller_19xPhE8YgkmxW
Hi Spot_On_Nuts_and_Bo1,
You probably know this, but I recently sent an [important] message to a customer and it was blocked without me realising, because -
"This message was not delivered to the customer because the Order ID is missing. Make sure that you include the Amazon Order ID in your communications to customers. For more details, click here." 'here' is 'https://sellercentral.amazon.co.uk/help/hub/reference/G1701'
Hope that helps
Brian
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