Communications with buyers outside of Amazon
Does anyone have experience with policy warnings where a customer has reached out via other means of contact outside of buyer seller messaging, then received a policy violation for replying to that communication in response?
Should we have had a customer email through our customer service email address which is readily available for existing/prospect customers if they visit our website and find it, wherever they are to purchase from Amazon or any other platform and feel the need to contact us should they need support they can do so, if we were to reply to this email in a thread, and Amazon are informed somehow, would there be a valid violation of Amazon policies. Same applies if someone calls, as soon as we hear 'I made a purchase on Amazon' do we just zip up and hang up to not breach policy? There needs to be a clear answer on this as the policy texts do not explain this, can any moderators advise?
I understand where if we were to request/use customer details and initiate contact them outside the bounds of Amazon this would be against the rules, but this is not, and never has been the case. As far as I am aware, the policy is the initiation of contact, not the response.
Any customer can contact us via WhatsApp or Email through the methods on the website which they are free to find with a simple google search, and of course are not obliged to do so, we don't promote this on any of our listings, and I cannot restrict them from doing if they desire, Am I supposed to hang up or just delete any emails referring customers to Amazon orders until they attempt to contact via Amazon?
Many thanks on any advice!!
Communications with buyers outside of Amazon
Does anyone have experience with policy warnings where a customer has reached out via other means of contact outside of buyer seller messaging, then received a policy violation for replying to that communication in response?
Should we have had a customer email through our customer service email address which is readily available for existing/prospect customers if they visit our website and find it, wherever they are to purchase from Amazon or any other platform and feel the need to contact us should they need support they can do so, if we were to reply to this email in a thread, and Amazon are informed somehow, would there be a valid violation of Amazon policies. Same applies if someone calls, as soon as we hear 'I made a purchase on Amazon' do we just zip up and hang up to not breach policy? There needs to be a clear answer on this as the policy texts do not explain this, can any moderators advise?
I understand where if we were to request/use customer details and initiate contact them outside the bounds of Amazon this would be against the rules, but this is not, and never has been the case. As far as I am aware, the policy is the initiation of contact, not the response.
Any customer can contact us via WhatsApp or Email through the methods on the website which they are free to find with a simple google search, and of course are not obliged to do so, we don't promote this on any of our listings, and I cannot restrict them from doing if they desire, Am I supposed to hang up or just delete any emails referring customers to Amazon orders until they attempt to contact via Amazon?
Many thanks on any advice!!
9 replies
Seller_ZJhFeE3tNKzfh
Well our contact number at least is available on our Seller details page on amazon.
In our experience, if the customer has contacted us via email, we are happy to continue with that process. The only thing to consider is amazon want the contact to be within Buyer-Seller Messaging for YOUR security as well as the customers.
Because any contact outside of amazon won't be considered as evidence (some would say they don't consider messaging within Amazon either!)
Seller_fj3M54GkuGQyT
Are you asking because you’ve had a warning from policy violation from Amazon?
The reason I ask is how would Amazon know? It would have to be reported to Amazon by somebody for them to know about it.
We do occasionally get the odd customer contact us by the live chat on our website and it’s usually for help with tracking their order so we oblige and help them (afterall, it wouldn’t be good customer service to ignore a customer).
What we don’t do is ask a customer (via Amazon message) to contact us outside of Amazon.
Seller_IQo80d99W2DzP
Have you been reported?
AMAZON show your phone number on their website, so you must be allowed to receive phone calls from Buyers.
I have queried this with SS, as we were reported by a Buyer for giving our Product Helpline number in an email (got a Violation Warning). Later told just give the link to Amazon with that same phone number on it!
If we are told an Amazon order, we usually then email the Buyer via Amazon wiyh a summary of that call, so all logged.
Again, customers find our direct email address (and they usually say as HTML format, can read the email properly and does not go to Spam) - if they then say bought via Amazon, then we also reply via Amazon, so Amazon also have a copy of what had been said.
If a Buyer wants to email us direct with questions, and ignored, then I am sure bad feedback would then apply.
Amazon should really decide is it their Buyer, or the Sellers Buyer. If the latter, then it should be advice to cover the Buyer and Seller to communicate via Amazon, but not be mandatory. If the Buyer is theirs, then Sellers should only be a Supplier to Amazon, and not have to deal with the Buyer at all, no feedbacks, nothing, just Amazon raise any issues with their Supplier instead. Amazon want it both ways, to wriggle out of things.
Seller_d8YGbIjNqwFxn
The communication guidelines where changed earlier this year
https://sellercentral-europe.amazon.com/help/hub/reference/G1701
It now states
As part of selling on the Amazon store, sellers can communicate with buyers both directly through Amazon channels or through other channels provided sellers obtain consent and comply with applicable privacy law.
As they contact you directly you have their consent to communicate to them through another channel so are actually in line with policy.
