What have we been given back? I’m still trying to figure out how is this any different than what brand owners have had for almost the past year. We’ve been able to reply to a customer (if they haven’t opted out of communication) and either A) offer a refund or B) send a pre-written by Amazon boilerplate that basically says “I’m sorry how can I make this better?” for some time now.
I feel like this was a recycled news notice from October of last year and wish they’d use this news feature for items that really are news:
October 11, 2021
New Contact Customer feature for brand owners
Great brand owners provide exceptional customer service, especially in situations where the customer is unhappy or disappointed. We’re excited to launch a new communication tool that gives you the ability to contact customers after they leave a 1, 2, or 3-star product review. Now, you can choose what level of support you want to offer your customers by either offering a full refund or requesting additional information on their orders to help resolve their issues.
As a brand owner, you can access this new tool by going to Seller Central and clicking Customer Reviews under the Brands tab. You can view all reviews that have been left on any of your products, and filter by star rating or brand. The new Contact Customer feature is enabled for qualifying critical product reviews.
Note that sellers aren’t allowed to ask for a customer’s personal information, including email or phone number, and customers aren’t expected to change their reviews due to this outreach or any potential resolution.