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Updated communication guidelines policy for all sellers

by News_Amazon

This is a reminder that our updated communication guidelines for buyer-seller messaging will go into effect on November 6, 2020, for all sellers. They include direction on permitted message types, appropriate content, and style requirements. Please note that the templates available through the Contact buyer page in Seller Central, third-party applications, or API simplify the process of sending proactive messages. It automates the inclusion of order ID, language of preference translations, and compliance with critical message guidelines.

We have made the additional updates in response to seller and developer feedback that our communications-related policies can be more comprehensive and we have responded to our customer’s expectation.

You can find the announcement on the Changes to program policies Help page.

Want to learn more about Amazon’s policies? Check the news section of Seller Central every Tuesday for policy reminders that help us ensure that all sellers and customers have a great Amazon experience.

Tags: News and Announcements
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Seller_cu1Lr54OxusWw
In reply to: News_Amazon's post

@Amazon_News

Unfortunately the Contact Buyer has issues and prevents "Critical’ messages to some buyers. This needs to be fixed.

Apparently Buyers can opt out and only get Refund emails.

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Seller_CUC0sP7NsSFBi
In reply to: News_Amazon's post

This is all for naught if customers never read their emails. The BIGGEST problem sellers have when it comes to communicating with buyers is the fact they rarely read their Amazon emails; especially critical emails that require a response before we can proceed with an order. Are only recourse is to cancel an order and select from a drop down menu a reason for cancelling…most of the selections lean toward the negative for the seller; some failure on our part as a reason for cancelling an order. How about an option that says, “Buyer failed to respond to important email communication”?

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Seller_zzrWBZ1N0jY7C
In reply to: News_Amazon's post

we need some form of response from buyers for critical issues

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Seller_gjMpCOuIyMglk
In reply to: News_Amazon's post

I consistently have issues of buyers returning the wrong items to me and I struggle to find ways to communicate with them since the recent limitations on messaging buyers.

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Seller_umAMaDFEyxPrm
In reply to: News_Amazon's post

“They include direction on permitted message types, appropriate content, and style requirements…”
What does this actually MEAN? What “direction” for messages are they indicating they will PERMIT vs NOT permit?
This is a lot of hullaballoo without providing any specifics.

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Seller_KPpzwlYW3cKvb
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This post has been deleted
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Seller_ZDGgATBGegBqy
In reply to: News_Amazon's post

Amazon is issuing guidelines for communication? Has this been tested on seller support reps first?

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Seller_LwUhSN3kUAXlg
In reply to: News_Amazon's post

Just. STOP. Please.
No one asked Amazon to clarify their position on message margin width. These changes are about exerting more control over sellers, and limiting our options, on the assumptions that we’re all bad actors, or that Amazon’s only way to corral the raft of bad actors they’re onboarding at cancerous growth rates is to make sweeping, ham-fisted decisions, rather than leaning heavily on proven good sellers (aka "dancing with those that brung ya’ ").

I get that it’s just going to be an ever-worsening environment for 3PS on this platform, and accept that Amazon’s often immoral and sometimes illegal actions are likely to do to small e-comm what WalMart did to mom&pop stores across America. But please stop pitching this long slow slide into the abyss as “improvements designed to make sellers happy.” It’s insulting to our intelligence, on top of the other injuries inflicted.

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Seller_znqw4n02gkaBY
In reply to: News_Amazon's post

There are numerous times when I have to contact a buyer. Most of the times, they have an error in their address. Sometimes, they order the same thing twice and I try to notify them to see if they really meant to do that. The most annoying problem is, when they say they never received the order. I get right back to them through the messaging system and give them the tracking (which they already have) and I get no response. Most of you know what will be coming next.

I believe once you have proven to Amazon that you are an outstanding reliable seller, they should give you some extra tools, so you can avoid problems later on.

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Seller_jZWpyInw8RkYT
In reply to: News_Amazon's post

Link to pdf: https://m.media-amazon.com/images/G/01/SellerCentral/CommunicationGuidelines/en_US_Communication_Guidelines.pdf



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