Amazon messages not working?
Hi,
We had a message from a customer who was having trouble with the item they purchased so I replied asking for additional information so I could offer further help & support. I never heard anything back from the customer so assumed they had figured everything out & were happy.
A few weeks later I then get a ‘Refund initiated’ email from SS and the item arrived back with Amazon the other day. Upon checking the reason for the return (and boy returns have gone through the roof this month for some reason) it stated it was returned as the customer could not get it to work and although they emailed me I did not respond to them. This is completely wrong as I responded within a few hours of there initial message.
The customer hasn’t left feedback yet but could very well mark me down for customer service which would be incorrect.
So is there a problem with Amazon messages not getting through? Could we as sellers also be missing lots of messages from customers & potential customers?
Amazon messages not working?
Hi,
We had a message from a customer who was having trouble with the item they purchased so I replied asking for additional information so I could offer further help & support. I never heard anything back from the customer so assumed they had figured everything out & were happy.
A few weeks later I then get a ‘Refund initiated’ email from SS and the item arrived back with Amazon the other day. Upon checking the reason for the return (and boy returns have gone through the roof this month for some reason) it stated it was returned as the customer could not get it to work and although they emailed me I did not respond to them. This is completely wrong as I responded within a few hours of there initial message.
The customer hasn’t left feedback yet but could very well mark me down for customer service which would be incorrect.
So is there a problem with Amazon messages not getting through? Could we as sellers also be missing lots of messages from customers & potential customers?
4 replies
Seller_hC0hNVDuILaKO
Was this FBA as it seems?
If so then Amazon are supposed to deal with the queries anyway, not you.
But yes there are multiple threads documenting the issues with messages to buyers!
Seller_mo5SjSFig3HO7
Hi orangeRX_uk1,
Buyers can elect to turn off “unsolicited messages” from Sellers. Even though this was a reply, the Buyer’s privacy settings can prevent your reply getting through.
As a Seller, you normally get an automated email stating “your message cannot be delivered” and “use [IMPORTANT] in the subject when you reply”. Bear in mind, you might not get that automated email due to your own privacy settings.
Probably nothing to worry about, just Amazon weirdness at work.
If you think more information should be included on the product page, let SS know how it can be improved.
Seller_amUAzjvL5uIzu
The message system has never worked & Amazon see no reason to change that.
