Amazon’s Buyer-Seller messaging service makes it easier to discuss feedback, claims, and issues with your buyers; this is a crucial part of building your brand.
Here is how to respond to Amazon messages and run your store more efficiently.
Towards the end of the article, I’m going to include a couple of advanced strategies for sellers that want to automate and scale their Amazon business; make sure you read all the way through!
How to Respond to Amazon Messages
If you’re wondering how to get to your messages on Amazon, log in to your Seller Central account, click on Orders and Manage Orders.
Whether you are communicating with buyers via your desktop or the Amazon app, here’s how to respond to Amazon messages:
- Find the buyer you need to contact via your list of orders.
- Click on the name to reach out to that specific buyer. You will also need to indicate your reason for making contact.
- You can now send a message via your Seller Central account or by using the buyer’s email.
If you choose to email a buyer, keep in mind that their email address will be encrypted (it’s at this moment you realize that these customers are Amazon’s customers, not yours.)
In essence, everything happens via Seller Central. The buyer will either receive an email from you as a seller or a notification that they have a message waiting for them on Amazon.
If need be, you can also add attachments to your email or messages.
On the subject of buyer feedback, reviews are also important. If your reviews aren’t showing up, here are the steps to follow.
Tips for Responding to Buyer Messages
Before you start replying to messages from buyers, here are a few tips to keep in mind:
- Maintain professionalism. Sellers are always going to receive a few complaints. It’s how you handle these complaints that determine the outcome. You need to acknowledge the issue and offer a solution while staying calm and professional, removing all emotion from the equation.
- Respond as soon as you can. The sooner you respond to a customer’s feedback or complaint, the better it is for your brand. It’s not always possible to respond immediately – just make a point of checking for messages regularly to ensure a timely response. Amazon requires sellers to respond to messages within 24 hours; this is part of their terms of service.
- Take advantage of message filters. If you are working with a team, you can use Amazon’s message filters to ensure the right queries and complaints reach the right person.
Overall, being proactive is the best way to establish a rapport with your customers and increase your store’s chances of success.
Your buyer/seller communications should be an important part of your strategy; this is one of the only places you can actually talk to your customers. Use it to get honest feedback on your products; this data can constantly improve their experience and product offering.
Advanced Seller Messaging Tips
If a customer isn’t happy, we will give them a full refund AND send them a free product.
Yes, this is an expense, but we look at the bigger picture; by over-delivering on the customer service side of things, we reduce the number of negative reviews we receive; this is a HUGE advantage over competitors that don’t do this.
Use card inserts within your product to collect email addresses from your real customers. To convince them to hand over their email, you could use a free product offer or a discount if they visit a particular email address.
We use this strategy to build our real customer email list. Once you have real customer emails, it’s straightforward to set up monthly email campaigns to start making sales on your real website (this way, you don’t have to pay the Amazon fees).
What to Do If You Can’t Reply to an Amazon Message
If you are not able to reply to an Amazon message, it could indicate a problem with a buyer’s email address. If this happens, one option is to send them a message directly on Seller Central. The other is to ask Amazon’s customer support team to reach out to them on your behalf.
What’s important is that you respond, especially if a buyer has a question or a complaint.
And there you have it – this is everything you need to know about how to respond to Amazon messages.