When it comes to customer relationships, communication between seller and buyer is crucial to building a good customer shopping experience and loyalty which in turn leads to repeat purchases, positive reviews, and higher product ranking.
As an Amazon seller, to effectively offer customer support, address product questions and attend to refunds, you need to make use of the Amazon Message Center.
In this article, we will be exploring:
The Amazon Message Center or Amazon Buyer-Seller Messaging Service is a tool that helps facilitate communication between buyers and sellers. It allows them to discuss issues regarding the products, give feedback and offer suggestions.
For the buyer, this tool allows them to drop feedback, ask questions on the usage of the product, or ask any questions about the purchase.
For sellers, Amazon Message Center allows them to resolve customer complaints, answer questions and build effective customer relationships.
What’s more, communication between buyer and seller happens via encrypted business email addresses. In other words, buyers and sellers can communicate while respecting each other’s privacy.
To start using the Amazon Buyer-Seller Messaging service, you need to enable it on your Amazon seller account.
Here’s how to activate the Amazon Buyer-Seller Messaging Service:
Checking messages on the Amazon Message Center depends on if you are a buyer or you’re selling on Amazon.
Sellers are only allowed to send messages that fall in these two categories: ‘Proactive Permitted Messages’ and ‘Necessary Permitted Messages’
As with many other services on Amazon, Amazon has strict communication guidelines on the type of message or language you can use.
Here are the types of messages you should avoid:
Amazon permitted messages shouldn’t include:
These rules are there to ensure customers aren’t being sent multiple messages that may be unnecessary. As an Amazon seller, it is important to stay up to date with rules and messaging guidelines to ensure you comply with them. If you don’t comply with the guidelines, Amazon could restrict your messaging or may even suspend your Amazon Seller account.
To take advantage of the Amazon Message Center, you need to understand how to make use of this tool to improve customer experience and build long-term relationships. Here are a few tips to help you use the Amazon Message Center effectively
No matter how awesome your product is or how perfect you are with customer delivery, you will most likely encounter several dissatisfied customers. It could be that your product didn’t meet their expectations or perhaps there are shipping issues that require your attention. It is important to master the art of handling complaints proficiently. Like any skill, you need to put in the time, effort, and practice to become good at it.
Handling a complaint successfully could turn a dissatisfied customer into a loyal customer. On the other hand, poor customer service could be detrimental to your business.
So how do you handle customer complaints proficiently?
First, stay calm and acknowledge the problem. Seek to understand the problem as much as possible and get as much information as you can. Finally, attempt to solve the problem.
One way to build effective customer relationships using Amazon Message Center is to respond to customer messages promptly. Customers want to feel valued and heard. Responding to their messages promptly builds trust and tells them that customer satisfaction is indeed a priority for your business.
Ensure all customer complaints or requests are attended to promptly and efficiently. While you may not be able to respond as quickly to every single message, ensure you do so as soon as you can.
Messages are filtered into different sections. This makes it easy for sellers to sort messages and assign them to the appropriate team members if they are working as a team. On the other hand, if a seller is working individually, they can easily sort the messages and attend to them based on priority.
While Amazon Messaging Center allows you to communicate with customers and build trust, you don't want to bombard customers with emails. Be strategic with the kind of emails you send and use them as a tool to establish customer relationships.
The Amazon Buyer-Seller Messaging Service was created for effective communication between buyers and sellers. These messages follow guidelines that are aimed at ensuring privacy is respected. To ensure this standard is maintained, and settle any disputes that may arise, Amazon reads messages between buyers and sellers.
To avoid any penalties, it is important to be accustomed to all the rules and guidelines involved in using the Amazon Buyer-Seller Messaging Service
With the Amazon Message Center feature, you can send and receive messages, respond to customer requests and complaints, build customer relationships, improve your services and provide the best customer experience.
Yes, sellers can contact buyers on Amazon via the seller account. This can be achieved through the following steps:
Yes, buyers can choose not to receive unsolicited messages from all sellers on Amazon. But, if a buyer contacts a seller, they cannot choose not to receive replies from that seller.
In order to improve communication between buyers and sellers, Amazon added a new opt-out capability to its buyer-seller messaging system in March 2017. When a customer "opts out of unsolicited messages," Amazon will block messages to that buyer.
Buyers also can’t opt out of messages pertaining to Handmade, Wine, or Custom orders.
Currently, there is no penalty for sellers who get in touch with customers who have chosen not to receive unsolicited messages. They will only get a bounce-back email from Amazon since the communication channel has been blocked.
It is important to note that as long as the seller responds to the buyer within the same message thread, this opt-out does not apply. If a reply is rejected, the seller should consider replying to the buyer in the thread in which their initial message was posted rather than starting a new thread. They should also make sure to include their original message in your reply.
Yes, you can delete your Amazon chat history. You can do this with the following five steps;
Step 1: Open the Amazon app: First, look for the Amazon icon on your mobile device.
However, if you Can’t seem to locate the icon of Amazon then you’ll need to download it from the Google Play Store app. Go to the Google Play Store. Search “Amazon” and click on the download button to install the app.
Furthermore, If you don’t wish to download it then you can simply go to your browser and in the search bar type “amazon”. The web page will open in from of your screen.
Step 2: Tap on the 3 dot button: We will click on the app to open it. Login user Id using Amazon’s logging details. You can either log in by using your Mobile number or by registered mail.
If in case you do not remember the password, try logging in by generating OTP or click on forget the password to set a new password.
Next, after logging in, at the bottom, as you can see in this picture, different options are available. To your right-hand side, you can see there are three lines or dots present.
Tap on the “3 dot button” to open the menu.
Step 3: Tap on "Customer Services" in Amazon: You’ll be able to see different options. Now we need to delete our amazon messages so we will move forward. Here, below the settings option, you can see the “Customer Service” tab. Select the “customer service” option.
Step 4: Tap on "Chat with us" in Amazon: Moving on, click on the “Chat with us” option to proceed further. Here you can test your query.
Step 5: Tell Amazon to delete it: You can simply text them “Please delete my amazon chat history or Please delete my messages.” Now, it’s just a matter of time. This is how we can delete messages from Amazon’s history.
Yes, Amazon offers 24-hour customer service.
From the Automated Messages tab under Communications in your left navigation, select the message for which you want to upload your attachment. Under the Message Body editor, you will see an Attachment section. To add an Attachment simply click on the + Add Attachment button or drag and drop your attachment.
The maximum number of messages you can send per day depends on your daily order volume. To be specific, the value is computed using the following formula (Daily Order Volume * 5) + 600. For example, if you make an average of 100 sales per day, you’ll be able to send a maximum of 1,100 messages, computed as (100 *5) + 600).
Amazon currently supports these file types:
The Communications Center does not support .jpg as an attachment type, however, you can include a .jpg image in your message content by using the "landscape" icon to the left of the attachment icon.
Attachments up to 6MB in size can be sent. However, we advise limiting attachment file sizes to 1–5 MB. This recommendation has been made to avoid issues with Seller Central rejecting messages from sending due to the attachment’s file size.