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Amazon needs to loosen the rules on buyer communications
A book that I had shipped to a customer via USPS media mail over a month ago was unexpectedly returned to me. Amazingly, the buyer had never contacted me despite how late the order was. I immediately initiated a full refund to the buyer, but was unable to send a message to them explaining what had happened because all of the options for sending were grayed out. The one available reason was for courtesy refunds but can't be edited. That's just ridiculous. I have no idea why Amazon tightened the rules on communications, and I know that happened a while ago, but there really needs to be a way to get legitimate messages to customers. I have the person's address. What am I supposed to do? Write them a letter? Google their phone number? [sigh]
3 replies
Seller_QLZr8uEgTaJjO
You have to message them before you do the refund. Otherwise you are stuck. On the bright side most customers ignore messages from Amazon. They are flooded with communication. Similar to how Alexa works. ask it the weather and it gives you 3 pieces of information you didn't ask for and offers to sell you an umbrella. SMH.
Seller_aV9yoRo24MdxL
The communication is restricted because of all the scammers on Amazon. It causes us to provide vastly inferior support compared to what we used to be able to provide customers when Amazon suppled the customers email address.
How about Amazon better vet its sellers, instead of punishing all of its customers with poor customer support? I mean if a seller can't be trusted to contact a customer according to your guidelines and only for providing legitimate support.... should you really be allowing them to sell products on your platform at all??
Seller_4HsL3GZbyDLea
Always an issue. In a certain sense, with this policy Amazon is winding the customer up to be angry and disappointed. Amazon is making for a worse customer experience by blocking us.
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