Many Amazon sellers want to build good relationships with buyers and will contact them via email. Domestic Taobao sellers usually put a single page with product information in the product packaging, which allows buyers to add the seller’s contact information. However, such operations are not allowed on Amazon. Once discovered, the account will be directly blocked, so most Amazon sellers are contacted via email. So what should we pay attention to when writing such emails?
1. The content cannot contain any profit temptation
If a buyer leaves a bad review, the most common approach is to get them to delete the review by offering a refund or gift, or to get them to leave a good review in this way. However, this behavior is prohibited when replying to buyers through Amazon's in-site messages, because it does not truly and objectively reflect the consumer's experience with the product and is unfair to other consumers.
2. It cannot contain a real email address
When buyers and sellers communicate through in-site messages, the email address suffix is Amazon. This is to avoid offline transactions or negotiations between the two parties. If the message sent by the buyer to the seller contains a real email address, the email information will generally be blocked. However, if the seller fills in the real email address in the message, he may be warned by Amazon.
3. Markas noresponseneeded
When sellers receive a message, they can see a line of words at the bottom: Mark as no response required. This is a one-click feature designed by Amazon to prevent sellers from repeating “Thank you. Thank you, too” emails to meet Amazon’s email reply requirements, which would affect buyers’ satisfaction.
When the seller is sure that the problem has been solved and no further reply is needed for a certain email sent by the customer, he can click Mark as no responded. This feature can be used in very special circumstances for emails that have not been replied to for more than 24 hours. You can use it once in a while, but don’t use it frequently as Amazon’s powerful search algorithm may detect it and affect your account rating.
According to Amazon's research report, sellers who take more than 24 hours to reply to buyers' messages are 50% more likely to receive negative reviews. During peak seasons, many emails may not be processed in a timely manner, and high-quality replies are an important factor in customer satisfaction. Buyers can create email reply templates in advance through Manage E-mail Templates to reduce email processing time.
4. No purchase links
Some sellers may have thought about directing product traffic through in-site messages, sending everyone new product links and discount codes, thinking that the links sent are also products on the Amazon platform and should comply with regulations. However, in reality, this behavior is not allowed.
What happens if Amazon does not reply to an official email for more than 24 hours?
Some official emails from Amazon:
Amazon stipulates that replies must be made within 24 hours. If Amazon sellers find it troublesome to log in to the Amazon backend to reply to emails, they can use some auxiliary tools. By binding the auxiliary tools to on their mobile phones, they can reply promptly after receiving the email.
Amazon emails that take more than 24 hours to reply are likely to affect the ODR.
This is the end of this issue about Amazon Mail. If you want to get more knowledge about Amazon Mail, please pay attention and we will continue to answer your questions~
