Overview
It is important to respond to Amazon customers to provide the best customer experience. Amazon wants you to respond to customers within 24 hours, including weekends and holidays. If you do not respond, the customer is allowed to open an A-to-z Guarantee Claim.
How to Access Messages
The best way to view and reply to customer messages is through Amazon Seller Central. Access the messages by clicking on Messages in the upper right-hand corner of the screen in Seller Central.
Amazon will default to messages that require a response. To see all messages, click the dropdown on the left-hand side of the screen and select "All Messages".
Most sellers find it convenient to message customers on the mobile app, available for Android and iOS.
Types of Messages
You will receive communication from Amazon customers in two different ways.
Direct Message from Customer
A customer may message you directly regarding their order. This will appear as a typical message.
From Amazon on Behalf of a Customer
When a customer contacts Amazon, an Amazon rep will forward the customer's concern to you via a message.
These messages will begin with:
"Hello,
We've been contacted by a customer regarding the order identified below."
There will be a Reason and Detail section that will be a summary of the customer's message.
Your response will be sent directly to the customer.
How to Respond to Customers
Responding to customers requires a balance between providing good customer service and protecting yourself from a claim.
1. Evaluate the severity of the request- Simple and low-cost requests that are easy to fulfill: Fulfilling their request can result in the customer leaving positive feedback and will help protect you from a claim being filed.
- More complex and higher-cost requests: Stick to the Amazon policy to protect yourself against losing a claim.
2. Respond to the request
How you respond to a request is critical to get a good resolution as the seller.
- Depending on the request, it is best to provide a response that summarizes the actions you are taking in accordance with Amazon's policies. For example, "Unfortunately, I cannot provide a refund until I've received the item back."
- Assure the customer that they will receive a proper resolution upon completion of Amazon's required steps. For example, "As soon as I receive the item back, I will provide a refund."
Examples of Common Scenario
Customer requests return/refund
- Example: Customer is not satisfied with the item and requests a refund
- Sample Response: "We are sorry that the item did not meet your expectations. Attached is a pre-paid label to return the item." *Attach pre-paid shipping label*
Cancel order request for an item that hasn't shipped
- Example: Customer would like to cancel their order
- Sample Response: "No problem, we have canceled your order"
Cancel order request for an item that has shipped
- Example: Customer would like to cancel their order
- Sample Response: "Unfortunately we have already shipped your item. If possible, please refuse delivery with the carrier. If not, please let us know and we can help you with a return."
Tracking number shows delivered, customer claims never received
- Example: Customer claims they never received item
- Sample Response (If you used Buy Shipping within Amazon): "Please contact Amazon and have them open a claim for "item not received". Please be sure that you use "item not received" for the claim reason in order to ensure you receive a full refund."
Customer not satisfied with shipping time
- Example: Customer complains that they have not received their item yet
- Sample Response: "The deliver by date for this order is *INSERT DELIVER BY DATE*. The item should arrive by *INSERT ESTIMATED DELIVERY DATE*. Thank you for your business."
Things to Keep in Mind
- Don't accuse the customer of anything
- Give customers the benefit of the doubt
- In most scenarios, you are protected by Amazon if you comply with Amazon policy
- Amazon bases decisions on your interaction with the customer
- It can be helpful to review Amazon's policies for the current situation in order to provide the best response to a customer
Messages That Don't Require A Reponse
Questions from amazon-answers@amazon.com are customers asking generic questions about the product and are sent to all sellers of the part. You do not have to answer these but if you do your response will be shown on the product page along with your seller name.
Your responses do not affect your seller ratings or other metrics. If you do not know the answer to the question, do not respond.
If you decide that you no longer want to receive seller question notifications, you can always unsubscribe by clicking on the opt-out link at the bottom of the email.