Buyer to seller message response time
Hey, does anyone know what the amazon seller response time to messages/emails is at all? Tried going onto the live chat only for them to go away to look into it, then come back to say that they do not know and point me towards the help pages which I had already read. I want to know the details of this as we close at 4pm on a Friday, open again Monday at 9am, so if we get a customer email message after closing Friday, when does amazon expect you to reply to the customer by. That is all I need to know but cannot seem to get the answer.
Many thanks,
Andy
Buyer to seller message response time
Hey, does anyone know what the amazon seller response time to messages/emails is at all? Tried going onto the live chat only for them to go away to look into it, then come back to say that they do not know and point me towards the help pages which I had already read. I want to know the details of this as we close at 4pm on a Friday, open again Monday at 9am, so if we get a customer email message after closing Friday, when does amazon expect you to reply to the customer by. That is all I need to know but cannot seem to get the answer.
Many thanks,
Andy
0 replies
Seller_hOZNPw7G8FIjl
If you go Messages, click the "Dashboard" link it tells you it is within 24 hours ("always meet Amazon’s 24-hour service level agreement.").
Seller_qx72HDsPMgCak
It is 24 hours. Amazon do not care about your opening hours or holidays etc. It is 24 hours under all circumstances. Even if you are on holiday mode.
If you download the seller app to your phone, you can reply to customers on there. Maybe worth checking on a Saturday and Sunday morning to cover yourself.
Seller_VpTps3nNkV8hZ
Generally speaking, when you get it, but within 24 hours.
I use the seller app and also check in every so often. There are other ways of handling it if you really can't do it. I've never checked but I'd assume there are paid services to answer messages on your behalf. I don't get that many messages that I can't just manage it myself.
Julia_Amzn
Hi Andy,
Thank you for posting and asking about the Buyer-Seller Messages FAQ requirements.
Accurate information and best practices for managing buyer-seller correspondence were shared by other sellers.
It´s also worth to review help pages About A-to-z Guarantee claims.
Cheers,
Julia.
Seller_IQo80d99W2DzP
You have to answer 90% of messages within 24 hours and all within 48 hours, BUT it shows as late if over 24 hours.
That includes Chrismas Day, New Years Day, every day of the year.
Seller_G1H4DIOBfQZ7J
Customer services seems a waste of time lately, I have a case open for five weeks now and all I get in response is that it has been passed on to the technical team and please be patient.
