Effective Customer Communication on Amazon: An Seller Overview of Amazon Communication Guidelines
Amazon is one of the largest online marketplaces in the world, with millions of customers and sellers. For an FBM or FBA seller on Amazon, it is essential to communicate effectively with your customers while adhering to Amazon's communication guidelines.
Here are some tips on how to contact customers within Amazon's communication guidelines:
Use the Buyer-Seller Messaging Service
Amazon provides a messaging service that allows sellers to communicate with their customers. This service is the only approved way to contact customers on Amazon. Using any other method, such as email or phone, is not allowed.
To access the messaging service, log in to your Amazon seller account, go to the Orders tab, and click on the Contact Buyer button next to the order you wish to contact the customer about.
Respond quickly
Amazon expects sellers to respond to customer inquiries promptly. You should aim to respond to messages within 24 hours, but the sooner, the better. Fast responses show your customers that you are attentive and care about their needs.
Keep it professional
When communicating with your customers, keep your language professional and polite. Avoid using slang, emojis, or anything that could be considered unprofessional or offensive. Remember, you are representing your brand, and presenting a positive image to customers is an essential part of brand management.
Be concise
Keep your messages concise and to the point. Customers are busy, and they don't want to read long-winded messages. If you need to provide more information, provide a link to a help page or FAQ.
Don't use personal information
Amazon prohibits sellers from using personal information, such as email addresses or phone numbers, to contact customers outside of the Buyer-Seller Messaging Service. Doing so can result in your account being suspended or terminated.
Avoid spamming
Amazon also prohibits sellers from sending unsolicited messages to customers or marketing Amazon products within the email. Don't send messages about products or services that the customer has not expressed an interest in. If a customer has opted out of receiving messages from you, respect their decision and don't continue to send messages.
Follow Amazon's guidelines
Amazon has strict guidelines regarding the content of messages that sellers can send to customers. Be sure to review these guidelines and follow them closely. Violating these guidelines can result in penalties, such as account suspension or termination.
Communicating with customers on Amazon is essential for building a successful business, but it is crucial to do so within Amazon's communication guidelines. Hiring an Amazon account management agency can help you stay on top of Amazon’s ever-evolving policies. By doing so, you can establish a professional and positive relationship with your customers while avoiding penalties or account termination. Remember to keep your communication professional, concise, and timely, and use the approved messaging service to contact customers.
Co-Authored by Jen Garza and Chat GPT
