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Communication Playbook: Your 3-Part Guide to Customer Messaging 💬
by Seller_FJwyF3iu5qxUY

Hello sellers!

Clear communication with your customers is crucial for success on Amazon. In this three-part series, we'll break down Amazon's communication guidelines into digestible, easy-to-understand sections that will help you navigate customer interactions with confidence.

Why do these communication guidelines matter to you as a seller? Simply put, strong communication is the foundation of trust between you and your customers. By setting clear standards for everyone to follow, these guidelines help create a level playing field and a stronger marketplace where both sellers and customers can interact with confidence.

What's Coming in This Series?

Part 1: Direct Communication Mastery - We'll explore crucial aspects of one-on-one customer interactions. You'll learn effective strategies for managing order status messages, handling problematic orders professionally, and efficiently processing returns and refunds. We'll also share key dos and don'ts for direct customer communication to help you build strong buyer relationships while staying compliant with Amazon's guidelines.

Part 2: Buyer-Seller Messages Decoded - We'll break down the rules of customer messaging into simple, actionable steps. We'll clarify what Amazon considers "Permitted Messages" and explain when you can proactively reach out to customers. You'll learn about content restrictions that protect your selling privileges, plus get practical tips on proper message formatting and styling. Whether you're new to Amazon selling or looking to refresh your knowledge, this guide will help you communicate confidently within Amazon's guidelines.

Part 3: Behind the Scenes: Understanding Amazon's Indirect Communication System - We'll explain the communications that Amazon sends to customers on your behalf. You'll discover how automatic updates work to keep your customers informed and learn when Amazon handles customer communications versus when you need to step in. Understanding this system helps you provide a seamless customer experience while saving valuable time on routine updates.

Key Takeaways to Remember

  1. Always follow Amazon's guidelines when communicating with buyers
  2. Only send messages that are necessary for order completion or customer service
  3. Keep communications professional and focused on the transaction
  4. Avoid promotional or marketing content in your messages

⚠️Important Note: It's crucial to adhere to these guidelines carefully. Failure to comply could have serious consequences for your Amazon selling account. You might face restrictions on your ability to message customers, find yourself limited to using only Amazon's pre-approved messaging templates, or in severe cases, even risk having your selling privileges suspended. These measures are in place to maintain a high standard of communication and protect both buyers and sellers in the Amazon marketplace.

Stay tuned for Part 1, where we'll dive deep into direct communication best practices and essential rules for success.

Have questions about Amazon's communication guidelines? Drop them in the comments below, and we'll address them in our upcoming posts!

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Feedback removal request
by Seller_XIEjXAuJuqGp1

One of my customers expressed dissatisfaction with the product itself and left negative feedback.

Order ID: 112-4034613-3065016

Case ID 17812636861

Customer feedback: “Zero beeswax smell.”

This is a review of the product's odor, an evaluation and feedback of the product itself. This feedback does not comply with Amazon’s feedback policies.

We have requested its removal but were unable to delete it.

I am requesting the Amazon feedback team to review this comment again.

I hope the feedback team can assist me. Thank you very much.

@Seller_t9kvdr2yixQej@Seller_vW3l7M6oLYiHv@Seller_vtQxROP6UNr1O

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A-to-z unfair decision
by Seller_tyw91bcf0b1hG

Recently we Order ID: 114-4784451-3261002

The buyer applied for a return on June 25th. As soon as we received the return request, we provided the RMA number, return address and a prepaid return label for the buyer. But the buyer did not respond to us. On July 13th, the buyer filed an A-to -z claim and Amazon sent us an notification email. We didn't know until we received an email from Amazon that the buyer returned the product himself. We investigated the returned package and product per Amazon's request in the notisfication email. And we plied Amazon that the product returned by the buyer is not in the original contidion, and we can give the buyer a partial refund.

But Amazon directly granted from my account with ODR impacted: yes.

We appealed this decision for several times, but every time rejected by Amazon by the same reason: "did not initiate the refund within the time frame.". Hey, we are humans, not the god. The buyer did not contact us nor send us the return tracking number throughout the entire purchase process. How can we know he returned the product and how can we process the refund to him in time?

We contacted Amazon customer service and report this unfair A-Z claim decision, but was rejected again through email with Amazon style:

'Although we understand your position, we stand by our decision."

We can accept the full refund to the buyer. But it is unfair to include this order in our ODR.

What else are we supposed to do?

Thanks

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The buyer's public profile shows 20+ reviews posted in a single day!!!! How does Amazon review such buyers?
by Seller_bCWwwoxIlNLXD

I'm writing this text as a result of the discovery of very unusual buyer behavior that could indicate manipulative reviews, which could undermine the integrity of our market. But after reporting it, it was not dealt with, and I ran into a worrying problem:

According to the usual operation, I will pay attention to the basic situation of all products in the store every day, when I saw that a buyer left a 2-star review on my product, I immediately opened the background to trace the order, and found that the order was a return order, however, I clicked on the buyer's public profile, and the scene that appeared made me incomprehensible, the buyer's public profile showed that 20+ reviews were published in one day (July 1), for different products (e.g. electronics, household items). These included positive and negative ratings in common language (e.g., "it broke quickly", "good value for money"), and so on, and then I clicked on the report button for the review and emailed the Amazon team, and now 2 weeks have passed and there has been no response, and I even doubt that the review was moderated as a decoration. Posting 20+ reviews in a single day exceeds typical buyer behavior and indicates that there may be fake account activity or incentivized reviews

I don't know if there are any other sellers who are in the same situation as me! Solution?

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Request for Feedback Removal
by Seller_tyw91bcf0b1hG
Amazon replied

Dear Amazon Seller Support,

I am writing to request the removal of a buyer feedback left on our account. The feedback violates Amazon’s feedback guidelines, and I believe it qualifies for removal.

Order ID: 113-7716724-8553830

Feedback: All of the items were loose inside the box, there was no foam or anything. Just a bunch of loose steel pieces. the frame was extremely scratched and one of the parts was completely bent with pealing paint.

Reason for Removal Request: The feedback is entirely a product comment. As per Amazon’s feedback guidelines, such feedback regarding product comment are eligible for removal.

We kindly request that this feedback be reviewed and removed accordingly.

Thank you for your time and support.

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Energy Prices Down Why is shipping going up?
by Seller_CxwHbofkA6tg3

Its it me or did shipping go up a few cents. I thought energy prices were down.

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Hopefully Amazon will stop condoning malicious reviews
by Seller_ZTVeMX3AWuM7D

We've received two fake reviews without purchase verification and they've been kept for a whole year and still haven't been removed!

We believe these are malicious reviews for the following reasons:

1. Both of these one-star reviews are Not a verified purchase

2. These two reviews were reviewed on the first day and their user ids are in the same format. We suspect that this is a bulk account used for malicious reviews.

3. Their reviews are very broad and vague, very much like AI generated and organized reviews.

4. We did not receive any negative reviews or buyer feedback related to real purchases before or after receiving the two reviews.

We do over 10 million dollars of business on Amazon every year. We have always been committed to safeguarding the interests of our buyers and Amazon, and it is very disappointing for us to encounter this unfair situation. We hope you can proavide us with a fair ruling and we will subsequently consider increasing our business on Amazon, thank you very much.

Our request is that we can be helped to remove the two false reviews, or we can be given an avenue to file a complaint

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Obtain Reimbursement for a Replacement when Original Item is not Returned
by Seller_XVqaRCp6Z1uuS
Amazon replied

Hello,

We received a $0.00 replacement order last month. We knew that the original item was not in the mail stream and expressed concerns in case ID 17819612231 about filling an order for free in such a circumstance. In response, a Seller Support team member stated the following:

To protect sellers from unfavorable return situations, the following policies will be enforced.

• You can file for SAFE-T reimbursements if original items are returned damaged or materially different. To learn more, go to Reimbursement for seller-fulfilled network prepaid return labels.

• Additionally, you’re eligible for an automatic reimbursement if the buyer fails to return the original item to the carrier within 30 days of the replacement order being sent. Allow seven business days for the reimbursement to show up on your Payments page against the replacement order ID.

Based on this, we proceeded to fill the replacement order.

As the 30-day window is fast approaching, we reached out to Seller Support to learn whether any additional steps were required of us to ensure that we would be compensated for the cost of the item not returned. We were then asked to contact the customer concerning the status of the return. The customer received the free item weeks ago and is disinclined to return the original item, so contacting the customer is not likely to produce a favorable outcome. Upon hearing this, the Seller Support team member suggested that we file a claim with the carrier. The item is still not in the mail stream, however, so this, too, is a non-starter.

Why would a $0.00 replacement order be released for fulfillment without first verifying that the original item is in the mail stream? What is the policy concerning this issue?

@Seller_pAPBCLhysbW5T

@Seller_l7Jtck9jxnEA0

@Seller_4GjtS9k0cnHHv

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Anyone joined the Returnless resolutions?
by Seller_h87MUTU7eDQGE

Anyone joined the returnless resolutions? How does it work? For unfulfillable products, eturnless resolutions may reduce disposal costs.

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Off-topic Review About Garage Door on Compression Packing Cubes
by Seller_J9WXpZl1atvyc

Hello Amazon’s Community Managers!

We received a completely off-topic 1-star review on our listing for Compression Packing Cubes (ASIN: B0DXVDXZNQ). The review says:

"Not the front door, it's the garage door!

This is the garage door directly in path of car tires when backing out!"

https://www.amazon.com/gp/customer-reviews/R347KGR0CSSKY1?ref=pf_vv_at_pdctrvw_srp

Clearly, this has nothing to do with packing cubes. Our product is a set of organizers for travel bags and it has absolutely no relation to garage doors or cars.

We reported the review using the “Off-topic: Not about the product” option, also submitted this to Seller Support (case ID 18078220731). But the support replied with a generic message about how Amazon encourages honest feedback and told us to use Buyer-Seller Messaging.

Here’s the problem: Sure, we can technically contact the customer, but if they don’t reply or they just say, “sorry, wrong product,” but don’t remove the review themselves, and we, as sellers, are not allowed to ask them to update or delete the review anyway.

Given this, I would truly appreciate it if any community managers could help escalate this matter for proper removal. This review is clearly misattributed, and it unfairly affects our listing.

Thank you so much for your time and assistance.

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Feedback removal help needed. Denied by seller support despite Buy Shipping being used and shipping on time. Requesting a Mod's help
by Seller_4HsL3GZbyDLea

Selling for 24 years on Amazon. I am still shocked when I have to deal with seller support, especially the feedback team. It is shocking because in a case like this it is glaringly obvious the feedback should be removed. There is nothing confusing about the customer's feedback. It is 100% related to issues of delivery delays. I shipped using Amazon's Buy Shipping. I shipped on time. I opened a case to get this removed. The seller support person (using Chat) kept arguing that the package is late, the package is late. I agree. The package is late. I agree. The package is late and me and the customer are both protected due me purchasing Amazon Buy Shipping AND shipping on time!

They ended the conversation when I sent Amazon feedback removal policy to them. Denied. I followed all the rules. The case is 100% clear for removal. But denied.

I need a mod to review this. Order 111-9939737-7191467 Case number: 18093363671

The order was placed on June 22nd. I shipped June 22nd. I bought my shipping using Amazon's Buy Shipping. The item was scanned accepted by the post office on June 23rd.

At some point the post office lost the package. The customer comment says: "Part should have been here 3 weeks ago. Had to buy a new compressor so I could work."

Mods, either remove the feedback please or educate me. What am I missing?

Since I have no idea which mod to flag.

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