Customer has 'Opted- Out' of messages
We sell personalised products and a customer has made a purchase for one of our personalised items, we have written a full description with instructions on how to personalise the product which is via our website (link provided) or via amazon message after checkout.
This customer is sending us daily messages stating that we haven’t asked for personalisation, something which we have done daily however she has not read the description and keeps messaging saying that she wants the item but why are we ignoring her.
Every time we message we get an auto response saying the customer has ‘opted out’ of receiving amazon messages, I fear that this is going to result in a negative.
Surely there should be something on amazon to advise the customer of this? And surely there should be someonething on amazon to urge customers to read item descriptions?
14 replies
Seller_qZO3ZCjoBXEeL
You need to use the Amazon messaging system, if you search there are numerous threads on getting a message through.
BTW - you shouldn’t be redirecting users to an external website Amazon could suspend you for that.
Seller_0Amk0hnQkPWMH
post a letter with copies of the emails you sent her
Seller_RQ2ToPGFhMDs7
Contact the customer from the order page by clicking on the name of the buyer. From the subject drop down menu select Additional Information Required and they will get the message.
Seller_amUAzjvL5uIzu
Unfortunately over 80% of buyers do not see messages,most buyers have no idea they have an inbox in their buyer account.
Using Additional Information or “Important” will make little difference.As others have found Amazon is not the best platform to sell personalised items.
Seller_uSBqWAlkccs2f
I think if you read the automated email that comes from Amazon saying they have opted out of messages it does actually include the instructions for how to bypass this.
Seller_390A855lnDJhu
Amazon custom is fantastic once you know how it works. have a look at these asins we have that allow customisation:
B07G2WB2F8
B07JKKZF6F
im happy to help you get to grips with the custom system if you feel it would help you.
Seller_DROodOAYHftnc
Was that via the Messaging Service or email ? - if messaging service then that seems to go against their own instructions/help info.
…because it says to use the 'Additional Information Required if using the messaging service, but if NOT using the Messaging service to use [Important] in subject line.
Seller_jdjxPks2CLvY3
I sell the same and get sweet F.A help from amazon
Wait until they leave negative feedback, Amazon will do sod all to remove it and just claim “We have received your request to remove the feedback for the order …, and we have reviewed your request. In this case, we regret to inform you that we are unable to remove this feedback, as the feedback you received was not in violation of our guidelines”
Seller_MrH730h4ShWnt
Thank you all for your responses, I tried the ‘Important’ and ‘Additional Information’ and both failed to reach the customer. I refunded her and left a note to state the reason why. So far no negative feedback.
Amazon custom sounds like the way forward so I will be looking into this, I had no idea it existed. Thank You!
