Receiving and replying to emails outside business hours
Hi,
Our business hours are Monday to Friday 8.30am - 4.30pm. When we receive emails from customers, we have 24hrs to answer them, which during the week is fine, but it’s the same rule for the weekends as well. I’m often having to log-in from home at the weekends to answer emails that should really wait until Monday.
Is there anywhere in the system that I can change the office opening hours for emails received during the weekend?
Many thanks in advance.
Natalie
Receiving and replying to emails outside business hours
Hi,
Our business hours are Monday to Friday 8.30am - 4.30pm. When we receive emails from customers, we have 24hrs to answer them, which during the week is fine, but it’s the same rule for the weekends as well. I’m often having to log-in from home at the weekends to answer emails that should really wait until Monday.
Is there anywhere in the system that I can change the office opening hours for emails received during the weekend?
Many thanks in advance.
Natalie
53 replies
Seller_LpjhinHAD7f55
I don’t think there is as amazon expect you to be available 24 hours 7 days a week
Seller_ngBNR1oaQIhlr
Amazon expect replys within 24 hours, no way round it. Amazon are open for business without any break, so you are expected to be.
Seller_EJIX7rqDNQJi2
Amazon doesn’t recognize any “office hours”.
All customer messages need to be answered within 24 hours.
I would advise you to download the Amazon Seller App and access your account this way, just to answer any communication from your customers.
Seller_yOsNvbqTAWtKo
There is no way around it. You even have to reply if your in holiday settings.
Seller_eQHVZA2mxkNR6
Apparently if you put an out of office reply on your emails the reply counts as answered, you can then go back to them on Monday. I haven’t tried this myself yet though.
Seller_3sA3mMDSBeAxr
At first we had our account registered with our Gmail address and so we setup an out of hours automatic reply, within Gmail, this did then send an automatic response to the customer, informing them of business hours and as ‘The Kit Zone’ mentioned, it will (or did) count as answered.
However we started to experience a few difficulties with this and in the end decided to turn it off, instead we installed the Seller App and either now respond quickly to the message (although we shouldn’t have too) or mark it as ‘no response needed’ and this still works.
Obviously if you do the latter you will need to remember to reply come Monday Morning and depending on how many emails you receive it could become messy.
Seller_DFxYoLWOQaOFI
Download Amazon Seller App
Mark messages as ‘No Response Needed’ over weekend
Monday morning start messaging back
Easy
Seller_aM6EyM3iNnXkL
In absolutely no way patronising or condescending (I’ve simply been here long enough to be completely jaded by the system haha) but that is the most lovely fluffy suggestion I’ve read in here for a very long time haha
Could we please also get break-settings for: Sleep, sickness, coffee, toilet, winning pointless arguments with partners, calming overtired children and for simply those days when you would sooner slam your own face into a wall in preference to communicating with another human…Yes, settings for all the above please 
Seller_wCkBXOB09SgtS
Thanks everyone for the replies. Really helpful and really appreciate it.
Seller_UJWgj02qnYIEF
We do not reply over the weekends or holidays. Any messages on a Monday are marked as ‘no response needed’ (so they don’t count against your metrics) then we reply to them. Never had any issues and metrics are at 100% response time.
