On this episode of The Asian Seller podcast, Suzanne Smith, Director of Customer Success at eComEngine talks to us about Amazon’s updated communication guidelines for buyer-seller messages
Suzanne explains what you should know about these guidelines for both direct communication and indirect communication.
Amazon defines two types of Buyer-Seller Messages. Both are considered direct communication with buyers
Permitted Messages: Communications necessary to complete an order or respond to a customer service inquiry.
You can only send Permitted Messages to customers who contact you about purchasing a product or who have already purchased an item from you on Amazon. These messages are specific to an order and must be sent from your seller account.
Proactive Permitted Messages: Communications initiated by sellers that are not responses to a buyer’s question.
These can be sent via email and must be sent within 30 days of order completion.
- Introduction - Suzanne’s background
- What are the changes announced by Amazon, and when do they go into effect
- How can sellers send messages? Are third-party tools allowed?
- What should sellers be aware to ensure they don’t get restricted
- What is the safest or best way to send feedback and review requests
- About eComEngine