It looks as if buyers do not receive e-mail responses to their queries. Please help!
I am getting messages from buyers as if he/she never seen the responses sent. There were occasions where buyers would file A-Z claims (regardless of multiple messages we’ve sent that would have solved the issue without getting there. The most recent (yesterday) a buyer sent a message as if he/she has not seen the response to earlier query. Why these buyers do not get to see these responses sent? I am concerned that would this be another A-Z / bad reviews against us. Any help & suggestions are welcome. Thank you.
It looks as if buyers do not receive e-mail responses to their queries. Please help!
I am getting messages from buyers as if he/she never seen the responses sent. There were occasions where buyers would file A-Z claims (regardless of multiple messages we’ve sent that would have solved the issue without getting there. The most recent (yesterday) a buyer sent a message as if he/she has not seen the response to earlier query. Why these buyers do not get to see these responses sent? I am concerned that would this be another A-Z / bad reviews against us. Any help & suggestions are welcome. Thank you.
18 replies
Seller_EHYOwAkoZV3Hb
Many recent posts on this topic.
May I suggest you read up on them to catch up with this issue?
Seller_f5cnodyVjLD4S
Try these for starters, lots of tips & ideas but above all frustrated sellers - you are not alone !
https://sellercentral.amazon.co.uk/forums/t/buyer-seller-messaging-issues/139825
https://sellercentral.amazon.co.uk/forums/t/amazon-message-centre/111053
https://sellercentral.amazon.co.uk/forums/t/new-important-messaging-criteria-clarification-please/139364
Bonne lecture - Tracey
Seller_y7wlA8Npjq1Or
Message system not fit for purpose. Any urgent communications about orders you are allowed to ring them or you can send a letter by normal post.
Seller_mBENc0rmDmw5W
"as if he/she has not seen the response to earlier query. Why these buyers do not get to see these responses sent? "
Because they either get sent to their junk folders due to Amazon’s weird encryption or the buyer has enabled the blocking of emails from Amazon sellers.
There have been quite a few threads on this frustrating topic.
Seller_NcmZTOQBdksTC
I wonder about this messaging service as a buyer put in an A-Z claim without contacting me first, saying she had never received her item.
I wrote to her apologising and asked her to check with her neighbour or the local depot and never heard back.
Now I find she did afterall receive the bag as I have the signed for receipt. I emailed her again and no reply so either they are ignoring me (which sounds right) or amazons messaging service isn’t working.
I am now out of pocket as silly me didn’t enter the tracking details as I was in a rush to post it to her, same days postage I did too and only entered the details after she made the claim.
Lesson learnt, but still why do they lie.
Seller_aRqYKy0UYGkwF
Hi all,
as far as we can tell, unsolicited Emails have been OPT-IN and not OPT-OUT on Amazon since January 31st 2018.
We keep reading about the ability to opt-OUT of unsolicited seller emails, a feature 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. This means that all emails from sellers not sent via the Amazon seller central messaging system will be declined by default.
In Addition, it also seems that Amazon have removed the ability to use the [Important] Tag in buyer-seller messages sent from external email accounts.
Here are the current guidelines that used to include the [important] Tag: https://sellercentral.amazon.com/gp/help/external/200389080
If anyone has more information, or managed to get a response from Amazon or their Feedback email provider, please post it here.
Thanks everyone.
Seller_NcmZTOQBdksTC
Well I have had a result after messaging Jeff MD, they have refunded me the money.
Still they are saying that it had got there after the estimated delivery date which is weird as I posted it the same day she paid 31st January and it got there Feb 2nd as it should have using 2nd class signed for.
My settings are 2-3 days shipping.
