New (Important) Messaging criteria -clarification please
So we’ve probably all now received the notification that buyers can opt out of receiving some messages. Inevitably this was always going to cause problem, as it’s difficult enough to contact buyers by the standard messaging system, due to SPAM filters and v few customers seeming to be able to locate the messaging centre in their Amazon account (in fairness the messaging centre is a mess and we have some sympath with them).
Our understanding is that if you want customers who have opted out of receiving messages some messages sent via your email client to receive them, you now have to include (important) in the subject line.
However all messages sent directly via the messaging system are still supposed to be delivered as there’s no way of adding a subject line.
Smart cookies that the majority of sellers are, you can guess the problem, messages sent via the messaging system are now starting to be bounced and we recently had customer complaints that the messages they’ve sent don’t seem to be being received by us - they’re not appearing in the messaging system.
Has anyone else had similar issues?
New (Important) Messaging criteria -clarification please
So we’ve probably all now received the notification that buyers can opt out of receiving some messages. Inevitably this was always going to cause problem, as it’s difficult enough to contact buyers by the standard messaging system, due to SPAM filters and v few customers seeming to be able to locate the messaging centre in their Amazon account (in fairness the messaging centre is a mess and we have some sympath with them).
Our understanding is that if you want customers who have opted out of receiving messages some messages sent via your email client to receive them, you now have to include (important) in the subject line.
However all messages sent directly via the messaging system are still supposed to be delivered as there’s no way of adding a subject line.
Smart cookies that the majority of sellers are, you can guess the problem, messages sent via the messaging system are now starting to be bounced and we recently had customer complaints that the messages they’ve sent don’t seem to be being received by us - they’re not appearing in the messaging system.
Has anyone else had similar issues?
0 replies
Seller_2BrPSydGy6oyq
Try sending the buyer a normal email (from your real email account) using the buyers encrypted email address and include ‘Important’ in the message header?
Amazon really could take some lessons from ebay on buyer to seller communication.
Seller_EJIX7rqDNQJi2
If you select “Additional information required”, it will work in the same was as adding “Important” into the subject.
Seller_V32AB7CdEVSlF
This is a total mess! And I could see it coming!
I have just received a 1 star feedback because of this exact reason.
using the ADDITIONAL INFORMATION REQUIRED still does not work 100% I often get MESSAGE BOUNCED at the bottom of the NEW message system! (new now thats laughable)
I have even replied to customers that have contacted me in the first place by using the CONTACT SELLER within their order and they STILL dont seem to get the message, SPAM, BOUNCED or whatever reason…pathetic really wish I could give AMAZON a feedback rating but they probably would just remove it without having to beg and sell ya nan
Now come on, this is not rocket science, if the customer has an open order with us then NOTHING of the messages we send should be highlighted as UNSOLICITED for at least 30 days (the return period) or actually 90 days (most likely to still get a-z)
FIX YOUR S**T AMAZON!
Seller_XiHhTm6IL3nne
I asked Seller Support to contact a buyer for me today as I’d tried every form of messaging but nothing seemed to get through. I also asked for clarification as to the correct way to contact customers now and was told they’d been having some technical issues over the last few days which were being looked into.
I was also advised to notify seller performance of the case so my metrics wouldn’t be hit if the buyer filed a claim.
Seller_V32AB7CdEVSlF
Healthy Click
Not yet, I feel a dull ache in the pit of my stomach every time I have to contact SS and my metrics were that good I could swallow a couple of bad, however this morning enough is enough another 1 feedback rating for exact same reason and an A-Z to boot!
I feel my Amazon days are coming to an end! I am unsure whether I have the patience anymore.
Moreover I am soo glad to see they fixed the unbroken forums, dont worry about all the broken s**t that actually costs sales/money/ratings and ultimately accounts!
You go Amazon
Seller_F00SDWTfCQmkj
I think the reason the messages are bouncing is because back in January messages came from @marketplace.amazon.co.uk since the 25th January messages are now coming from @marketplace.amazon.co.uk via amazon ses.com
Which means they are being signed by a different security signature This is causing all messages to go directly to spam and the majority of email clients are just rejecting them.
In the last week all our messages from buyers have been diverted to our spam box on gmail we have rectified this by putting a filter in but this is why customers think we are not responding to queries.
I have contacted amazon twice regarding this issue but as you would expect ss just pass it onto a team of specialists.
They have also said the their is no issue and they are blaming the customers email client.
A seller support rep did say we could message our customers through text if we have access to their mobile phone number ??? Surely this would be breaking one of amazons many rules.
Hopefully the more sellers complain by ringing ss the more likely we are to get a resolution to the problem.
Seller_TJtK5F6myvVfv
Horrified to discover earlier that I had twelve unanswered customer messages from the last six days, none of which had come through to my usual e-mail messaging service.
I answered all of them immediately, apologising profusely.
Rang Amazon customer services to tell them of the problem and they responded that it’s the first they’ve heard of it and that they’d mark it as an urgent case.
I take it this is all part of the latest update…
Seller_V32AB7CdEVSlF
2 x A-Z and 3 negs so far and counting
