Buyers do not reply to messages
Why is it when you need a buyer to reply to a message regarding importand details on their order you only get 1 in 4 replies, yet on other selling platforms a reply is very quick and almost guaranteed? For instance, a listing was originally submitted with an error, you sell the same item on that listing as it already exists, then find something wrong with the description when you have a buyer., ie colour, size etc. So you inform the buyer but they never reply, you dont want to send it because it will only get returned and cost you money, nor do you want to cancel it and it affects your selling metrics. It is very annoying as there seems no way to avoid one or the other, especially later when you want to correct the listing and Amazon will not allow you to, or offer help to correct the mistake.Is it because the Amazon message perhaps looks like spam and the buyer chooses to ignore it? Surely it goes straight to their inbox and they are prompted to open it? It seems not…I am waiting maybe 3 or 4 days for replies by which time its too late, sometimes, I.E 3 out of 4 , I never get a reply, yet if it is a buyer complaining…oh yes…your messages are not ignored! So why the difference?
16 replies
Seller_7VbclcPFFRTnc
There is the option via email to write the word important in the message so that it gets to the buyer however, if your listings are showing incorrect details , you need to check them regularly and not hope the buyer will be happy to receive a different product
Seller_SITNVuZK87zGK
From a buyer point of view here - if they have placed an order for something off amazon that isn’t personalised - they probably aren’t expecting to be contacted by the seller - they just expect to get what they order.
Though I will warrant that there are instances where customers opt out of various amazon messages which includes messages from sellers (even if they contact you, they often don’t respond to your responses!)
Seller_xUKHc5xSYJmI4
Some buyers have selected to block communications from sellers, the only way to resolve the issue is to select important when communicating with the buyer.
However even if you select important from our experience they few that will not respond at all which then frustrates the seller went trying to address an issue the buyer has raised in either their feedback or product review.
Seller_8Wsckn3UoR095
I think it’s the amount of poo emails Amazon send. They get lost & people learn to ignore Amazon’s emails as it’s something they don’t usually look at. I (as a buyer) recently unticked them all except payment, so many that just aren’t relevant.
Seller_LVJaidBR9PT5Z
Hello, ever since writing [IMPORTANT] at the start of every buyer message i haven’t had a problem getting through to buyers, only the odd case to which they may block the emails from amazon or different email they are not checking. Hope this helps.
Seller_pVyWRIimrIfUS
Its a different animal altogether selling on Amazon compared to other platforms. We, the sellers are treated like we have Leprosy and the whole system is geared towards the purchaser. Only thing you can do is increase your prices on Amazon far more than elswhere but at least if you get sales you will have made enough to cover those extra costs. Either that or just bin Amazon off altogether!!!
Seller_pEXz19pDzWCEo
It is frustrating, as some buyers will respond and some won’t. Even worse, if a buyer has contacted you and you respond, we had situations where an A-Z has been opened by the buyer stating we haven’t replied!
A particular problem is buyers that do not give a phone number, as couriers need it. Can’t get a number from them, so the sale has to be cancelled.
A very frustrating system that needs simplification to help buyer and seller.
Seller_4MlYJvoHfdkDh
Its hard for buyers to find messages in the app. You’d think there would be a direct button, but you have to go to ‘Your account’ and even then they put it all the way down the page below Account Settings.
