Navigating the Buyer-Seller Messaging Platform

With customers in one concise area, buyer-seller messaging keeps a record of all buyer-seller correspondence. Even when you respond using your personal or business email, the service records it using an encrypted email alis that provides an increased security of buyer-seller communications. It offers a place to view all your sent and received messages, whether from the service or from your personal email system.

It improves buyer-seller communication to help reduce disputes and claims, and it features a record of all buyer-seller correspondence. This centralized platform results in faster dispute resolution by Amazon. So how do you know when you’ve received a customer message? There are a few ways. The first is when you log into Seller Central.

Here in the right-hand corner is a message link. This provides a direct link to the buyer-seller messaging platform. If there is a number indicated here that lets you know that a new message has been received, it’s suggested to review and attend to this the moment you see it. To stay in good standing with both Amazon and the customer.

Also, as we see here under the performance widget, is another buyer message indicator. This number here lets you know if there are any messages that need your attention since Amazon places such importance on a good customer experience. You can also see here how many messages have been received. Within the past seven days and how many have been sitting in the queue for under 24 hours and over 24 hours, Amazon has set an under 24-hour target to respond to customer feedback.

Once in the buyer-seller messaging service screen, you can now communicate directly with buyers. Here we see on the left side of the screen the messages that are in need of a response. This is the default setting, but by clicking through this dropdown, you can filter by various other options as we see here.

Also, if you have an order id number. Or the customer email address, you can input it into this search field and search for the information. Clicking on an order reveals the correspondence information and it’s colored so you know which order you are currently viewing. All the communications between you and a customer is captured here in the middle of the screen.

And if you decide to reply, you can type it here and note that there is a 4,000-character limit. We review in another course called Core Lessons on Product Reviews, Seller feedback, and customer Questions, how to set up email templates for email correspondences that you frequently send out. If you have one set up and decide it is appropriate to use for this particular order, you can bring it up here under the select template and it will populate into the comment field.

You also are allowed to report the message, archive it, attach a file, indicate that no response is needed, or if you are happy with your comment and would like to reply. Click on send important order Information is captured on the right side of the screen. In the event you have an authorized email account, if you have the buyer’s encrypted email address that was previously generated by buyer-seller messaging, you can respond that way as well.

Even in that case. Your correspondence will be visible on this buyer-seller messaging page. Also, as a general rule, you can only contact buyers to complete orders or to respond to customer service questions. You cannot contact buyers for marketing or promotional purposes, including email, physical mail, or telephone correspondences.