When conducting online businesses, timely and effective communication between buyers and sellers are usually required for maintaining customer satisfaction and enhancing brand reputation. For an Amazon seller, the last thing you want to do is to have the buyer file an A-to-Z claim with you regarding a return or refund issue that could have been resolved. However, if the buyer is unable to contact you, the chance of having to handle multiple claims will increase. In the long run, this may affect your account health, reviews, and even sales. Therefore, you must learn how to use the Buyer-Seller Messaging Service to handle complaints, answer questions, and discuss return or refund issues.
What Is the Buyer-Seller Messaging Service?
Amazon's Buyer-Seller Messaging Service is an easily accessible feature that allows sellers to receive feedback from buyers and provide customer support after a transaction.
As long as you do not share any sensitive information, the Message Service allows you to privately communicate with buyers. Buyers are assigned anonymous email addresses, which can be used by sellers for contact. These email addresses remain constant for buyers, allowing you to contact them at any time via their email addresses. However, Amazon gives buyers the option to opt-out of receiving messages from sellers. Therefore, if a buyer has enabled this option, your messages will not be delivered.
The Buyer-Seller Message Service is a convenient way to track customer satisfaction. With this feature, you can receive feedback and monitor complaints in time. You can also track or facilitate returns, and gain valuable insights from your customers. Selling on Amazon can be profitable, but your opportunities for profit will gradually decline if you do not prioritize customer experience. Staying in touch with your customers after purchase is a reliable way to satisfy your buyers, gain positive reviews, and increase sales.
How to Leverage the Messaging Feature?
To use the messaging feature, you need to activate it in your account settings. Otherwise, buyers won't be able to send messages to their customers. Enabling the messaging feature is straightforward and can be accomplished in just four simple steps:
- Sign in your Amazon account and navigate to the Settings menu, then click on "Notification Preferences".
- Click on "Edit" in the Messaging section.
- Tick the checkbox for Buyer Messages and enter the email address at which you wish to be contacted by buyers.
- Click "Save".
How to Check Messages on Amazon?
If you've enabled the messaging feature for both buyers and sellers, you can send and receive messages without leaving the Seller Central dashboard.
To view your Amazon Message Center inbox:
- Navigate to the "Your Account" tab. On this page, you will see a series of options, including "Your Orders," "Gift Cards," and "Prime."
- Click on "Your Messages" and your messages will be displayed by default.
- Click on "Sent Messages" on the left side to view messages you have sent.
- To filter out automatic messages from Amazon, click on "Buyer/Seller Messages".
To send a message:
- Sign in your Seller Central account and navigate to the seller dashboard.
- Find the "Orders" button at the top of the page, then select "Manage Orders".
- You will see a list of current orders. To send a message to a buyer, go to the order under the buyer and click on it.
- Once the order is open, go to the "Contact Buyer" section and click on the buyer's name.
- Send your message to the buyer via your Seller Central account or use your registered email address through a third-party email provider.
- If the buyer has opted out of receiving messages from sellers, you will receive a notification that your message was not delivered.
Tips for Messaging on Amazon
Your messages should only be related to the product without any sensitive information. Like all other content on AMZ, certain requirements should be kept in mind when sending messages. If you fail to obey the relevant requirements, you may lose access to the buyer-seller messaging feature. What's worse, your seller account could be permanently suspended.
The Amazon Message Center serves as a bridge between buyers and sellers. However, given AMZ's firm emphasis on customer experience, they have established several guidelines to ensure that messages sent and received through the Message Center are professional. If the subject line and content of a message do not comply with the messaging guidelines, AMZ reserves the right to adjust or modify the subject line and content. Therefore, make sure your email meets Amazon's official requirements when messaging your buyers.
Conclusion
The Amazon Message Center is more than just an inbox; it's a comprehensive tool that supports effective and secure communication between buyers and sellers. By utilizing this feature, both parties can enjoy a more streamlined, efficient, and satisfactory transaction process. Whether you're selling your first product or are a seasoned buyer on the platform, understanding and using the Message Center to its fullest can significantly enhance your Amazon experience.
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