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. No 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.
Amazon merchants have clear requirements for in-site messages. Sellers can only send information about order fulfilment and customer service. Any promotional words (including promotions for their own Amazon stores) are prohibited, so in addition to logistics information, it is best not to send other links.
4. Mark as no response needed
When sellers receive a message, they can see a line of words at the bottom: Mark as no response needed. This is a one-click marking function designed by Amazon to prevent sellers from repeating endless emails like “Thank you. Thank you, too” 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 an email sent by a customer, he can click Mark as no response needed. 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.
Summarize
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.
Communicating with customers through in-site messages is also an important part of Amazon operations. Don’t underestimate this point. Learn more about the rules related to the Amazon platform to avoid crossing the red line and having your account blocked.
