Customers not replying to messages regarding order info
HI
I have several orders where I am waiting for customers to reply to our messages for more information.
Several days later and still no response what do we do?
Don’t want to send an incorrect item as they are all bespoke items.
Any help please?
Regards,
Janine
Customers not replying to messages regarding order info
HI
I have several orders where I am waiting for customers to reply to our messages for more information.
Several days later and still no response what do we do?
Don’t want to send an incorrect item as they are all bespoke items.
Any help please?
Regards,
Janine
0 replies
Seller_wRGBSSwJnzaDE
More than likely your communication is going into your buyer’s spam folder. You could always write to them giving your phone number. Personally I’d rather be shot in the foot than sell personalised items on Amazon, even though they account for around 75% of my sales elsewhere.
Seller_2qCfAPbXPAZn2
What if the Buyer doesn’t respond
If you don’t receive a response from a buyer or your message is blocked, keep in mind that a buyer can opt out of receiving unsolicited messages from all sellers.
To send a critical message to the buyer:
Click the buyer's name on the Manage Orders page, which will take you to Buyer-Seller Messaging.
Select "Additional Information Required" as your subject, write your message, and click Send.
If you use other subjects, the message will be bounced back if the buyer has opted out. Buyers can also flag messages as inappropriate. Therefore, the content of your “Additional Information Required” messages should be limited to requesting only the information you absolutely need to complete an order.
Seller_7l3ef6gH7v0cN
Are you using Amazon Custom to request the details you need upon ordering rather than depending on a messaging service?
Seller_2qCfAPbXPAZn2
Hi Janine
one of the key features on Handmade is to allow sellers to set up for customization so that all the information necessary to complete a customized handmade order is already confirmed in the order details.
A seller should not have to rely on messaging a buyer to confirm the details. (Unless there is a mistake in the details provided e.g. the spelling looks incorrect or measurements don’t make sense etc)
On that basis, a seller is perfectly entitled to fulfil an order based on the details in the order and not have to contact the buyer at all.
While some sellers feel they might like to reach out to a buyer just to ‘double check’ the reality is that a buyer has to confirm the custom details in the order their side before a seller receives the actual order. The onus in on the buyer to ensure that they provide the correct detail. That being said, a buyer can only provide the detail if a seller has set up the appropriate customization fields on the listing and to that end…
If you feel you need help to check that you have set up customization correctly to ensure that you are getting all the details, please feel free to contact our Handmade Seller Support and they can assist.
In the mean time, re buyer messaging and ensuring buyers receive emails from sellers - include the word [important] with brackets as shown anywhere in the subject line. The email will not be blocked and the seller won’t receive a bounce back.
It is important to note that if a seller cancels an order, the system will log this and it will affect the seller central account metrics. It is only when a buyer requests to have an order cancelled and then the seller then cancels, that metrics are not affected.
For more on account health and performance metrics see here
Seller_1OjyhRasnpUsm
hi
i am a power and top rated seller on ebay and its interesting to see the differences here …
on this particular topic ebay is poor as is amazon with regards to crafting selling …
i personaliase al;ot and both compaines havent got it … yet …
i suggest a simple force filling in field of vital information to be filled out before order can proceed would bring the angst to a rapid close
ps i dont charge for my suggestions 
Seller_ZOZTdubuqFBLp
I know it old school but a letter is how I do it… then put it on a clip and wait!!
Seller_gnubxPFEnuoPY
Due to the huge amount of junk mail that Amazon used to send out people turned off ALL notifications from Amazon. I know I did. It could have been so long ago that they have forgotten. We get so many queries pre order and usually reply to them within 30 minutes but it is apparent that the replies are not getting through as they then search for us on other platforms. It may be an idea for Amazon to allow the replies to customer enquiries to bypass this system so as to keep the customers on H@A. It will also stop customers thinking that Amazon, or their sellers, don’t care enough to actually reply.
Seller_jjkppuddnjJh1
This is a really frustrating problem that we are also experiencing - particularly because the list of orders under ‘manage orders’ don’t show if an enquiry is attached to an order as on other sales channels. If it did, we’d be able to flag orders with enquiries rather than them slipping through the net.
We get in touch with customers regarding problems with their personalisation (e.g too much text, nonsensical text etc.) or respond to enquiries about items broken in transit etc, and the customers are not seeing the responses and instead end up opening A-Z claims because they think we’ve not replied. When we’ve requested that bad feedback relating to this problem is removed, we’re told it can’t be removed because it doesn’t violate Amazon’s removal criteria. It then feels like we’re being penalised for a flaw in the system, because we’ve done our best to get in touch with the customer. They end up disappointed and we end up with negative feedback, so both parties are left dissatisfied.
Given that it seems we’re not alone with this issue, do we think this is something that will be improved? The nature of ‘Handmade’ items to some extent does rely on the customers and sellers ability to communicate effectively with each other.
Seller_QoIkh2IXRJR0f
I have had to cancel a couple of orders because customers order the wrong size for the customisation they require. They do not reply to messages which is a problem. I make leather book covers. For that the customer has to choose the size which would be small, medium, large and so on, and then give me the measurements of the book they need the cover for. Even though next to the size I explain how to size them, they still choose small when needing large and so on. The customisations cannot help human error of that sort…frustrating
