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Customer left a review asking to contact him, I can't because he has opted out of communication
case id 15364289551
Customer left a review asking to contact him, I can't because he has opted out of communication, but in order to resolve his concern I need to contact him. And I can't. All options to contact under his name is disabled. How can I contact him?
3 replies
Seller_LImVvUWeyiCfQ
It's not clear if you're referring to a product review or seller feedback. If it's a product review, you are not allowed to contact the buyer for any reason. If it's seller feedback and you need to contact the buyer, you may if the following is true:
"You may only send Permitted Messages to customers who have contacted you about purchasing a product or who have already purchased a product from you on the Amazon store. We define Permitted Messages as those communications necessary to complete an order or to respond to a customer service inquiry."
Customer product reviews policies
There is an option for you to get past the block if the buyer has opted out of messaging but be sure you're meeting the guideline/policy for initiating contact through Buyer/Seller Messaging:
Send a critical message to a buyer
I don't know what the issue is so am not offering any advice on whether or not you actually should be contacting the buyer.
Seller_x3TO2TlzhqGsb
thanks! when I open the contact buyer page, all reasons to contact are disabled
Danny_Amazon
Hello @Seller_x3TO2TlzhqGsb- and thanks for the post!
I was able to find the review in question based off that case ID, and it does look the customer was already able to update it appropriately!
If @Seller_LImVvUWeyiCfQ's response did help you resolve the issue, please do consider marking it as the 'most helpful' reply by clicking on the three dots next to the comment to find the option to mark it!
If you do have any other questions on this topic, please do let me know.
Best,
Daniel
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