Emailing Customers After Purchase - Please Help
Hi All,
I had two questions please:
- Can we email all customers after they place an order to thank them for their purchase and if they have any issues to contact us and we will resolve them. I do not believe this is against policy as its a service related email.
A lot of times we find customers are really nice and just wanted to ask when the item is coming, and instead of contacting us, they leave negative feedbacks asking this question etc.
- If we can email customers, any recommendations of email programmes we can utilise which are cost effective to do this? I believe if we use our outlook email address it will put our email as spam?
Any help will be greatly appreciated.
Thanks.
30 replies
Seller_BS5lg2keRs2QO
No, you cannot.
Summary
Permitted Messages do not include any of the following message types (in many cases, we are already emailing customers with this information on your behalf):
- Order or dispatch confirmations (Refer to the Indirect Communication section below)
*** Messages that say only ‘Thank you’ or that you are here to help if buyers have any problem** - Marketing or promotional messaging, including vouchers
- Language that either incentivises or persuades the buyer to submit positive product reviews or seller feedback, including by offering compensation, money, gift cards, free or discounted products, refunds, rebates or reimbursements, or future benefits
- Language that requests removal or an update of an existing product review
- Language that requests a product review only if they have had a positive experience with the product
- A repeat request (per order) for a product review or seller feedback
Seller_QBYDtMunXcNNa
The guideline states we can communicate for order related reasons, not marketing.
I completely understand what you are saying.
I just do not understand why they have a seller support if we cannot hold them to what they state.
Seller_xUKHc5xSYJmI4
Hi
I recently purchased some chairs from Amazon and naturally I would contact the seller if I had any issues but this seller kept sending unnecessary messages. The messages said the pillows of the chairs will arrive separately when they arrived in the 1st shipment. To be honest I found it annoying.
Seller_w6wevyooKA8dx
Half of the items I buy on Amazon come with review cards inside and many with actual flyers pointing you to their website direct to get a better price! 
Seller_prNRYzgZJre6A
We tend to e-mail/message customers when its a high value order. Never had an issue from Amazon etc, so as long as your message is relating to an order.
Seller_UZWvYDXHBkgwt
Although not meant to happen, as a buyer I receive these regularly trying to avoid any negative review before it could happen.
Seller_fk6IjrdoB4R3C
Anyone know how to best deal with a customer who orders an item monthly, consumes 90% of it and then returns it? This person has done this every month for 4 months in a row now. It is a food supplement and they return it opened and almost empty, Amazon of course gives them a full refund every time.
I haven’t contacted them directly and don’t plan to. Really I wish I could just block them from buying my product (FBA).
