The Amazon Message Center is an important tool for Amazon sellers: it allows you to easily communicate with your customers, and it’s another way to enhance their overall experience with your brand. Building a loyal community of happy, satisfied customers is fundamental to increasing sales and maximizing profitability.
At the same time, it’s essential to be aware of Amazon’s policies and guidelines for Amazon Message Center. This will help you avoid friction and ensure the health of your Amazon seller account. Here are 7 rules to follow to gain all the benefits and avoid penalties when using Amazon Message Centre:
1. No advertising
Don’t use Amazon buyer-seller messaging for advertising or to promote your products, as it violates Amazon’s terms of service. Use it only to communicate with customers for order-related issues.
2. No personal info requests
Don’t use Amazon messaging to ask customers for personal information, such as email addresses or phone numbers. This is also against Amazon’s policies.
3. No review requests
Don’t use Amazon messaging to request customer feedback or reviews, or to offer incentives for positive reviews or to make false claims about your products. Amazon has strict policies regarding soliciting reviews, and may suspend or terminate your seller account if you violate them. Adhering to Amazon’s guidelines helps to maintain the integrity of the review system.
4. No “Off-Amazon” contact requests
Don’t ask your customers to contact you directly OFF Amazon. When someone buys your product via Amazon, they “own” the customer. If you put your email address or phone number in the message via Amazon they will strip that from the note.
5. Respond quickly to inquiries
Do use Amazon messaging to respond to customer inquiries. One of the key benefits of Amazon messaging is that it enables you to respond quickly and efficiently. This can help improve customer satisfaction and build trust with your customers. By providing prompt and helpful responses to customer inquiries, you’ll increase the likelihood of repeat business and positive reviews.
6. Provide customer order status updates
Do use Amazon messaging to provide updates on the status of customer orders. This can help reduce customer inquiries and provide your customers with information to track their orders. Keeping customers informed throughout the order process also contributes to customer satisfaction and reduces the likelihood of negative reviews.
7. Acknowledge ALL messages within 24 hours
Do acknowledge ALL, and we mean ALL 😊, messages and customer questions within 24 hours of being received. You can use the “no response needed” option to essentially pause the response time to gather the required information, if necessary. You can also use this tactic to manage weekends if there is no coverage. If you provide service to a customer and they respond “thanks,” you need to mark that as “no response needed” or say “thank you”. Be aware that if they respond AGAIN, you’ll need to mark it as no response needed.
Abiding by these rules will help you maximize the capabilities of Amazon Message Center to increase customer satisfaction and trust, while steering clear of any downfalls.
Do you have questions about your Amazon seller account, or how to manage it more efficiently and boost profitability? Get in touch! Start with your FREE Amazon opportunity forecast: