Buyer/Seller Messaging Needs Improved
Does anyone else notice that a lot of buyers do not know how to access their messages from the buyer/seller messaging? I get a fair amount of customers that reach out for issues and they think I'm ignoring them even though I responded to their issue. Most of the time I respond within a minute or two of the message unless it comes in while I'm sleeping. I have had customers literally message multiple times getting more and more frustrated as time goes on thinking they are being ignored when I'm responding to every message they send. In the case of damaged products many of them will follow up once they receive their replacement saying they are happy I took care of them, but they wish I responded to their messages. The problem is as I previously mentioned I responded to every message they sent.
Buyer/Seller Messaging Needs Improved
Does anyone else notice that a lot of buyers do not know how to access their messages from the buyer/seller messaging? I get a fair amount of customers that reach out for issues and they think I'm ignoring them even though I responded to their issue. Most of the time I respond within a minute or two of the message unless it comes in while I'm sleeping. I have had customers literally message multiple times getting more and more frustrated as time goes on thinking they are being ignored when I'm responding to every message they send. In the case of damaged products many of them will follow up once they receive their replacement saying they are happy I took care of them, but they wish I responded to their messages. The problem is as I previously mentioned I responded to every message they sent.
0 replies
Seller_TvqBKOursD63k
I guess, maybe they have set up a message rejection setting?
Seller_BFMlhTtRDncUo
Agreed, worst system of all ecommerce platforms.
Seller_y79MQHIY0I76X
Yes, I have the same problem and then it's the other side where a customer responds immediately.
Seller_Jpr1iJSGbQOdQ
Most probably because Buyers will have set to ignore Amazon Messages.
I mean, as a Buyer, why oh why would you want to communicate with the Seller that you spent money with.
In other words AMAZON should make it MANDATORY that Buyers that spend their money to make a purchase, should still have open access communication with the Sellers they buy from, and vice versa.
Sellers should be able to insure their Customers have contact with them for the exact reason in case there is any question with an order.
I buy something, ask a question to the Seller, and then receive no answer. Oh wait, I have set to ignore any responses.
That of course is an Amazon SNAFU, but it also on the Buyer to allow communication.
Seller_znqw4n02gkaBY
We run into customers not responding to the messages we send them. All the time it deals with undeliverable shipping addresses they provide. When we message them of the problem, 9 out of 10 do not respond. When this first started happening to us, we call customer service and was told to ship it anyways to avoid a cancellation defect. Of course the package comes back undeliverable. Totally asinine and costly to the seller who has done nothing wrong.
Seller_EIvjZFMoS70AU
I agree that this system does not work. I have no memory of ever getting a response from a customer for any message, whether it is to inform them of a refund, a replacement, or to request address validation. I never had a response, and I was told it was because they had opted out of receiving 3rd party messaging. And, as we can all agree, we are not a third party when we are the ones providing the product. However, every Amazon message will get to them. So what is that all about?
Seller_F5o5VFkZ4VtpL
Yup ... it's like talking to yourself ... customer wants to know how to find their delivered package ,, so you send them the ups picture and it never reaches them ... amazons system for messaging was designed by monkeys
Quincy_Amazon
Hello @Seller_cK9O7F7EDLnUW
Thank you for posting to the Forums and for providing that feedback. Your feedback will be passed along to the appropriate partner team(s).
I understand that you are a tenured seller so the information below may not be new but I am including it in case another member of the community who is new to selling on Amazon comes across this thread.
To send a critical message related to a specific order, follow these steps using your email client:
- Include the word [Important], with brackets as shown, anywhere in the subject line. The email will not be blocked and you won't receive a bounce back message.
- All proactive Permitted Messages must include the 17-digit order ID and be in the buyer’s language of preference.
For additional information on buyer-seller messaging, you can review the below help pages:
Regards,
Quincy_Amazon
Seller_rscxKt18JvzuA
Terrible system...we have the same issues with messaging.
