Change to Buyer-Seller Messaging Interface
The Buyer-Seller Messaging service has made proactive message templates available in Beta to improve the buying and selling experience. Sellers no longer have to create repetitive messages and customers will receive standardized messages. We also translate the Amazon provided text in these messages to the default language of the customer’s marketplace.
To contact a buyer, click Manage Orders from the Orders menu in Seller Central and click the buyer's name listed for an order.
64 replies
Seller_tGfMnoKCaqTnA
Ludicrous to have these templates in place when 9 out of 10 buyers can’t figure out how to respond.
Seller_VWSJO5RpsXV0G
Dear Seller Support,
Many buyers are not aware on how to send/ receive or read messages from sellers on Amazon, please look into this and help train the buyers on using the messages section.
there are many good sellers out there ( not all of them are bad and scammers )
under Amazon supervision sellers can fix pre-problems with buyers, and offer great customer service and answer buyer questions and concerns pre and after sale, and can prevent AZ Cases and INR cases and Negative Feedback and customer frustration with he Amazon and PRIME brand overall, meaning less unnecessary work for amazon employees, and you can reallocate resources to more critical fields.
Please consider our vision based on years of successful selling on multiple marketplaces.
Thank you
Seller_jmwT6YcfENoWz
How about adding notifications when a customer has a message?
- Mobile Amazon App: System notification and a window in the Amazon app immediately upon opening when they have a message…it doesn’t go away until they select “Mark as Read” or “Reply”.
- Amazon.com: An in-page window as soon as they open any page that shows the message they received.
Over-reactive spam filters and busy consumers often cause a lot of messages to not be viewed/located by customers.
I have personal and business acquaintances that no longer shop on Amazon because they weren’t promptly notified about a message about a time sensitive order…despite me showing them how to actually find messages, how to search their spam folder, and reminded them to never unsubscribe to something as critical as order messages…so much for the customer experience.
Seller_1o4L3Kyf0qRRS
I am a fbm seller on Amazon as well as a buyer.
As a buyer I recently needed to contact the seller regarding part of an order that had not been delivered.
Normally it is easy but (perhaps) since this was fulfilled by Amazon, I could not locate a way to make contact. I had to search on google and hope I was not contacting an incorrect number
While talking with customer support, I had to give them my 2 step verification code so they could check the order. This was a little scary and not very professional.
It turned out well but my suggestion would be - Make it easier not harder for a customer to reach customer support whether a 3rd party seller or Amazon. This may be why some customers are so upset by the time the figure out how to reach out to us. I certainly was.
I currently make my own templates. Please spend your time fixing something a little more important than templates.
Just my opinion.
Thanks!
Seller_7iQjFTabKHqyC
You would be better off making sure that order number and ASIN in questions is available with each message either order or product question.
Seller_ab9OJ68i2qbII
The vast majority of the time, customers have no idea how Amazon messaging works, they simply don’t get the messages (spam folder), and/or they just ignore the messages.
Case in point: I had a customer inquiry about a product and responded within 3 hours with info to resolve the issue. I then get a message 2 weeks later from the same customer complaining that I never responded, customer service is poor, threatening to return and leave negative feedback, etc… I then copied my original response and replied, then went to the contact customer link and selected “Additional Information Needed” and replied, and then used the Amazon generated email address and replied a third time. Apparently this was enough to get the customer’s attention (probably because he saw all the messages show up in his inbox AND paid attention to them) and then apologized for missing my original message.
So instead of revamping the messaging interface for a third time (possibly more), maybe Amazon should focus on getting the customer to pay attention to these messages, because they almost never do.
Seller_HGNCgmG14eLKq
Dumb!. This is a waste of time and is just Dumb Amazon.
Seller_H8mcOGPpjwNNy
Instead of messing around with the seller messaging service, how about fixing the BUYER end of this messaging system?
Even Fleabay has a notification system directly on their web pages to alert buyers to the fact that they have a message from a seller, and buyer’s access to their message console is SO MUCH EASIER to find.
Amazon falls WAY behind in this regard, so please fix this before doing more “improvements” that are lower priority.
Seller_H8mcOGPpjwNNy
This is rather confusing. When I click the link at the top in my message console (where it says: “Seller Central is launching a new Messaging experience. Click here to visit.” ) I see absolutely no difference from the messaging system I have been using for quite some time.
What am I missing here?
The only templates I see are the ones I have created. While I do not find the need to use them often, I would prefer to continue using my own templates than anything Amazon might provide for use.
Am I misunderstanding that Amazon plans to provide “standardized” templates?
Change to Buyer-Seller Messaging Interface
The Buyer-Seller Messaging service has made proactive message templates available in Beta to improve the buying and selling experience. Sellers no longer have to create repetitive messages and customers will receive standardized messages. We also translate the Amazon provided text in these messages to the default language of the customer’s marketplace.
To contact a buyer, click Manage Orders from the Orders menu in Seller Central and click the buyer's name listed for an order.
Change to Buyer-Seller Messaging Interface
The Buyer-Seller Messaging service has made proactive message templates available in Beta to improve the buying and selling experience. Sellers no longer have to create repetitive messages and customers will receive standardized messages. We also translate the Amazon provided text in these messages to the default language of the customer’s marketplace.
To contact a buyer, click Manage Orders from the Orders menu in Seller Central and click the buyer's name listed for an order.
64 replies
64 replies
Seller_tGfMnoKCaqTnA
Ludicrous to have these templates in place when 9 out of 10 buyers can’t figure out how to respond.
Seller_VWSJO5RpsXV0G
Dear Seller Support,
Many buyers are not aware on how to send/ receive or read messages from sellers on Amazon, please look into this and help train the buyers on using the messages section.
there are many good sellers out there ( not all of them are bad and scammers )
under Amazon supervision sellers can fix pre-problems with buyers, and offer great customer service and answer buyer questions and concerns pre and after sale, and can prevent AZ Cases and INR cases and Negative Feedback and customer frustration with he Amazon and PRIME brand overall, meaning less unnecessary work for amazon employees, and you can reallocate resources to more critical fields.
Please consider our vision based on years of successful selling on multiple marketplaces.
Thank you
Seller_jmwT6YcfENoWz
How about adding notifications when a customer has a message?
- Mobile Amazon App: System notification and a window in the Amazon app immediately upon opening when they have a message…it doesn’t go away until they select “Mark as Read” or “Reply”.
- Amazon.com: An in-page window as soon as they open any page that shows the message they received.
Over-reactive spam filters and busy consumers often cause a lot of messages to not be viewed/located by customers.
I have personal and business acquaintances that no longer shop on Amazon because they weren’t promptly notified about a message about a time sensitive order…despite me showing them how to actually find messages, how to search their spam folder, and reminded them to never unsubscribe to something as critical as order messages…so much for the customer experience.
Seller_1o4L3Kyf0qRRS
I am a fbm seller on Amazon as well as a buyer.
As a buyer I recently needed to contact the seller regarding part of an order that had not been delivered.
Normally it is easy but (perhaps) since this was fulfilled by Amazon, I could not locate a way to make contact. I had to search on google and hope I was not contacting an incorrect number
While talking with customer support, I had to give them my 2 step verification code so they could check the order. This was a little scary and not very professional.
It turned out well but my suggestion would be - Make it easier not harder for a customer to reach customer support whether a 3rd party seller or Amazon. This may be why some customers are so upset by the time the figure out how to reach out to us. I certainly was.
I currently make my own templates. Please spend your time fixing something a little more important than templates.
Just my opinion.
Thanks!
Seller_7iQjFTabKHqyC
You would be better off making sure that order number and ASIN in questions is available with each message either order or product question.
Seller_ab9OJ68i2qbII
The vast majority of the time, customers have no idea how Amazon messaging works, they simply don’t get the messages (spam folder), and/or they just ignore the messages.
Case in point: I had a customer inquiry about a product and responded within 3 hours with info to resolve the issue. I then get a message 2 weeks later from the same customer complaining that I never responded, customer service is poor, threatening to return and leave negative feedback, etc… I then copied my original response and replied, then went to the contact customer link and selected “Additional Information Needed” and replied, and then used the Amazon generated email address and replied a third time. Apparently this was enough to get the customer’s attention (probably because he saw all the messages show up in his inbox AND paid attention to them) and then apologized for missing my original message.
So instead of revamping the messaging interface for a third time (possibly more), maybe Amazon should focus on getting the customer to pay attention to these messages, because they almost never do.
Seller_HGNCgmG14eLKq
Dumb!. This is a waste of time and is just Dumb Amazon.
Seller_H8mcOGPpjwNNy
Instead of messing around with the seller messaging service, how about fixing the BUYER end of this messaging system?
Even Fleabay has a notification system directly on their web pages to alert buyers to the fact that they have a message from a seller, and buyer’s access to their message console is SO MUCH EASIER to find.
Amazon falls WAY behind in this regard, so please fix this before doing more “improvements” that are lower priority.
Seller_H8mcOGPpjwNNy
This is rather confusing. When I click the link at the top in my message console (where it says: “Seller Central is launching a new Messaging experience. Click here to visit.” ) I see absolutely no difference from the messaging system I have been using for quite some time.
What am I missing here?
The only templates I see are the ones I have created. While I do not find the need to use them often, I would prefer to continue using my own templates than anything Amazon might provide for use.
Am I misunderstanding that Amazon plans to provide “standardized” templates?
Seller_tGfMnoKCaqTnA
Ludicrous to have these templates in place when 9 out of 10 buyers can’t figure out how to respond.
Seller_tGfMnoKCaqTnA
Ludicrous to have these templates in place when 9 out of 10 buyers can’t figure out how to respond.
Seller_VWSJO5RpsXV0G
Dear Seller Support,
Many buyers are not aware on how to send/ receive or read messages from sellers on Amazon, please look into this and help train the buyers on using the messages section.
there are many good sellers out there ( not all of them are bad and scammers )
under Amazon supervision sellers can fix pre-problems with buyers, and offer great customer service and answer buyer questions and concerns pre and after sale, and can prevent AZ Cases and INR cases and Negative Feedback and customer frustration with he Amazon and PRIME brand overall, meaning less unnecessary work for amazon employees, and you can reallocate resources to more critical fields.
Please consider our vision based on years of successful selling on multiple marketplaces.
Thank you
Seller_VWSJO5RpsXV0G
Dear Seller Support,
Many buyers are not aware on how to send/ receive or read messages from sellers on Amazon, please look into this and help train the buyers on using the messages section.
there are many good sellers out there ( not all of them are bad and scammers )
under Amazon supervision sellers can fix pre-problems with buyers, and offer great customer service and answer buyer questions and concerns pre and after sale, and can prevent AZ Cases and INR cases and Negative Feedback and customer frustration with he Amazon and PRIME brand overall, meaning less unnecessary work for amazon employees, and you can reallocate resources to more critical fields.
Please consider our vision based on years of successful selling on multiple marketplaces.
Thank you
Seller_jmwT6YcfENoWz
How about adding notifications when a customer has a message?
- Mobile Amazon App: System notification and a window in the Amazon app immediately upon opening when they have a message…it doesn’t go away until they select “Mark as Read” or “Reply”.
- Amazon.com: An in-page window as soon as they open any page that shows the message they received.
Over-reactive spam filters and busy consumers often cause a lot of messages to not be viewed/located by customers.
I have personal and business acquaintances that no longer shop on Amazon because they weren’t promptly notified about a message about a time sensitive order…despite me showing them how to actually find messages, how to search their spam folder, and reminded them to never unsubscribe to something as critical as order messages…so much for the customer experience.
Seller_jmwT6YcfENoWz
How about adding notifications when a customer has a message?
- Mobile Amazon App: System notification and a window in the Amazon app immediately upon opening when they have a message…it doesn’t go away until they select “Mark as Read” or “Reply”.
- Amazon.com: An in-page window as soon as they open any page that shows the message they received.
Over-reactive spam filters and busy consumers often cause a lot of messages to not be viewed/located by customers.
I have personal and business acquaintances that no longer shop on Amazon because they weren’t promptly notified about a message about a time sensitive order…despite me showing them how to actually find messages, how to search their spam folder, and reminded them to never unsubscribe to something as critical as order messages…so much for the customer experience.
Seller_1o4L3Kyf0qRRS
I am a fbm seller on Amazon as well as a buyer.
As a buyer I recently needed to contact the seller regarding part of an order that had not been delivered.
Normally it is easy but (perhaps) since this was fulfilled by Amazon, I could not locate a way to make contact. I had to search on google and hope I was not contacting an incorrect number
While talking with customer support, I had to give them my 2 step verification code so they could check the order. This was a little scary and not very professional.
It turned out well but my suggestion would be - Make it easier not harder for a customer to reach customer support whether a 3rd party seller or Amazon. This may be why some customers are so upset by the time the figure out how to reach out to us. I certainly was.
I currently make my own templates. Please spend your time fixing something a little more important than templates.
Just my opinion.
Thanks!
Seller_1o4L3Kyf0qRRS
I am a fbm seller on Amazon as well as a buyer.
As a buyer I recently needed to contact the seller regarding part of an order that had not been delivered.
Normally it is easy but (perhaps) since this was fulfilled by Amazon, I could not locate a way to make contact. I had to search on google and hope I was not contacting an incorrect number
While talking with customer support, I had to give them my 2 step verification code so they could check the order. This was a little scary and not very professional.
It turned out well but my suggestion would be - Make it easier not harder for a customer to reach customer support whether a 3rd party seller or Amazon. This may be why some customers are so upset by the time the figure out how to reach out to us. I certainly was.
I currently make my own templates. Please spend your time fixing something a little more important than templates.
Just my opinion.
Thanks!
Seller_7iQjFTabKHqyC
You would be better off making sure that order number and ASIN in questions is available with each message either order or product question.
Seller_7iQjFTabKHqyC
You would be better off making sure that order number and ASIN in questions is available with each message either order or product question.
Seller_ab9OJ68i2qbII
The vast majority of the time, customers have no idea how Amazon messaging works, they simply don’t get the messages (spam folder), and/or they just ignore the messages.
Case in point: I had a customer inquiry about a product and responded within 3 hours with info to resolve the issue. I then get a message 2 weeks later from the same customer complaining that I never responded, customer service is poor, threatening to return and leave negative feedback, etc… I then copied my original response and replied, then went to the contact customer link and selected “Additional Information Needed” and replied, and then used the Amazon generated email address and replied a third time. Apparently this was enough to get the customer’s attention (probably because he saw all the messages show up in his inbox AND paid attention to them) and then apologized for missing my original message.
So instead of revamping the messaging interface for a third time (possibly more), maybe Amazon should focus on getting the customer to pay attention to these messages, because they almost never do.
Seller_ab9OJ68i2qbII
The vast majority of the time, customers have no idea how Amazon messaging works, they simply don’t get the messages (spam folder), and/or they just ignore the messages.
Case in point: I had a customer inquiry about a product and responded within 3 hours with info to resolve the issue. I then get a message 2 weeks later from the same customer complaining that I never responded, customer service is poor, threatening to return and leave negative feedback, etc… I then copied my original response and replied, then went to the contact customer link and selected “Additional Information Needed” and replied, and then used the Amazon generated email address and replied a third time. Apparently this was enough to get the customer’s attention (probably because he saw all the messages show up in his inbox AND paid attention to them) and then apologized for missing my original message.
So instead of revamping the messaging interface for a third time (possibly more), maybe Amazon should focus on getting the customer to pay attention to these messages, because they almost never do.
Seller_HGNCgmG14eLKq
Dumb!. This is a waste of time and is just Dumb Amazon.
Seller_HGNCgmG14eLKq
Dumb!. This is a waste of time and is just Dumb Amazon.
Seller_H8mcOGPpjwNNy
Instead of messing around with the seller messaging service, how about fixing the BUYER end of this messaging system?
Even Fleabay has a notification system directly on their web pages to alert buyers to the fact that they have a message from a seller, and buyer’s access to their message console is SO MUCH EASIER to find.
Amazon falls WAY behind in this regard, so please fix this before doing more “improvements” that are lower priority.
Seller_H8mcOGPpjwNNy
Instead of messing around with the seller messaging service, how about fixing the BUYER end of this messaging system?
Even Fleabay has a notification system directly on their web pages to alert buyers to the fact that they have a message from a seller, and buyer’s access to their message console is SO MUCH EASIER to find.
Amazon falls WAY behind in this regard, so please fix this before doing more “improvements” that are lower priority.
Seller_H8mcOGPpjwNNy
This is rather confusing. When I click the link at the top in my message console (where it says: “Seller Central is launching a new Messaging experience. Click here to visit.” ) I see absolutely no difference from the messaging system I have been using for quite some time.
What am I missing here?
The only templates I see are the ones I have created. While I do not find the need to use them often, I would prefer to continue using my own templates than anything Amazon might provide for use.
Am I misunderstanding that Amazon plans to provide “standardized” templates?
Seller_H8mcOGPpjwNNy
This is rather confusing. When I click the link at the top in my message console (where it says: “Seller Central is launching a new Messaging experience. Click here to visit.” ) I see absolutely no difference from the messaging system I have been using for quite some time.
What am I missing here?
The only templates I see are the ones I have created. While I do not find the need to use them often, I would prefer to continue using my own templates than anything Amazon might provide for use.
Am I misunderstanding that Amazon plans to provide “standardized” templates?
