Your message to a buyer could not be delivered
Hi All,
We use feedback genius, to contact our buyers about 14 days after buying an item, to check everything is ok and if they
will leave feedback, however we seem to be getting 20/30 rejected every day now.
is anyone else getting the same message? is this a new policy that we can no longer contact the customers?
Thank you
Dear Seller,
We were unable to deliver the message you sent for order [204-5203234-7681956] because the buyer has chosen to opt out of receiving unsolicited messages from sellers.
However, even if a buyer has opted out of unsolicited messages, if you need to send them a message critical to completing his or her order, you can include the word [Important] in the subject of your message or use the Buyer-Seller Messaging interface on Seller Central:
- Go to Manage Orders.
- Click the buyer’s name in the list, which will take you to Buyer-Seller Messaging.
- Select “Additional Information Required” as your subject, write your message, and click Send
If you tried to respond to a buyer and received a message that the buyer has opted out of unsolicited seller messages, please respond to the buyer on the original message thread (instead of starting a new thread) and make sure that his or her original message is included in your reply.
For your reference, the following messages are considered “critical” to complete the order:
• Product customization questions
• Delivery scheduling
• Issues with a shipping address
The following messages are “not critical” to complete the order:
• Requests for seller feedback or customer reviews
• Order, shipment, or delivery confirmations
• Proactive customer service (for example: product manuals, tips for using the product, FAQs, suggestions if something goes wrong)
• Out-of-stock or delay notifications and offers of alternate products (please cancel the order instead)
Learn more about Buyer-Seller Messaging and what messages are considered critical to completing orders.
Sincerely,
Amazon Seller Support
4 replies
Seller_EHYOwAkoZV3Hb
You can still contact buyers for feedback but if you use a messaging interface outside Amazon’s own internal one, it might be rejected if the buyer has chosen to reject unsolicited emails.
The only way for the message to get through as before is to add IMPORTANT to the subject but feedback requests are hardly important and feedback genius will soon get into trouble if they do that.
Seller_f5cnodyVjLD4S
Yes, this has been an issue for quite a while because of buyers that are opted out of receiving unsolicited mail. Please see thread below, it may help:
Seller_74ijaPS0pKj8Q
Those sort of emails are really annoying to some customers. Especially when they get multiple follow up emails for multiple orders it can fill your inbox really quickly. I’m glad there’s an opt out now, but it’s a shame it’s so badly designed that it also blocks important emails too.
Seller_aRqYKy0UYGkwF
Hi all,
we’ve also been receiving 20-30 of these “unable to deliver” messages daily since the 31st of January 2018 on Amazon DE. We use Feedback Five as our external email service.
@NoOneToldMeIHadTo It seems that Amazon have removed the ability to use the [Important] Tag in buy-seller messages sent from youra own account (if anyone has success with this, please comment and let us know which marketplace you are talking about)
Here are the current guidelines that USED to include the [important] Tag: https://sellercentral.amazon.com/gp/help/external/200389080
What we have also noticed is the that every online source speaks about the ability to opt-OUT of unsolicited seller emails, which was introduced in the US on March 28, 2017 and in other marketplaces in January 2018.
HOWEVER, if you check the “Communication Preferences” of any customer account on Amazon UK or DE, the checkboxes for “Seller Communications” and “Seller Feedback” are UNCHECKED by default.
Go check yourself: Your Account > Communication Preferences > Promotional Emails (Click on the down arrow to see settings)
Unless this is simply a UI glitch (which we think it isn’t) then in-fact, receiving unsolicted Emails from sellers is OPT-IN and not OPT-OUT.
All emails from sellers will be declined by default making fedback email services like FeedbackFive and Feedback Genius effectively defunct.
For anyone using Feedback email services like Feedback Five or Feedback Genius, please ask your provider specifically whether this is what is causing the issues with “unable to deliver” messages. We are doing the same and will post an update when we get a response from Feedback Five.
Cheers.
