What does Amazon's internal message mean? How to set it up?

Some Taobao and Tmall sellers are not satisfied with the performance of domestic e-commerce and want to expand their cross-border e-commerce business. They have chosen to open stores on Amazon, Shopee, and eBay. So let’s talk about what Amazon’s in-site messages mean?

Notes on replying to Amazon internal messages:

1. Amazon internal messages cannot contain the real email addresses of the buyer and seller

Whether it is an Amazon buyer or seller, the email suffix of the internal message is Amazon's. This means that the buyer and seller cannot see each other's real email address, which is to prevent offline transactions or negotiations between the two parties. In addition, the buyer and seller cannot send the real email address to each other in the content. The email sent by the buyer to the seller will generally be blocked, and the seller may receive a policy violation warning if he sends it.

2. Mark as no response needed

If the buyer sends some polite words like thank you or thanks, which have no real meaning, you can just ignore them and click Mark as no response needed.

This feature can be used in special cases for emails that have not been replied to for more than 24 hours, but you should be careful to control the frequency of use. Because Amazon has powerful data monitoring, don't be too opportunistic. After marking the email, you still need to reply to it. Find the email and then reply.

3. Email content cannot contain addresses, links, etc.

This means that some customers do not know how to send a return request, and then ask you to send the address in the email. This is not appropriate. You can only tell the customer via email where to send a Return Request, and the seller will then authorize the return.

Of course customers can send us their address and phone number. If it is really too difficult to contact us, calling is a good way.

At the same time, it is not okay to send a store link to the buyer and guide the buyer to the link address to complete the transaction. Links cannot be sent casually. Except for logistics information, it is best not to send other links.

4. The content of the email cannot induce buyers

I believe everyone knows what inducement is. Whatever benefits I give you, you have to give some benefits in return.

Especially when dealing with negative reviews, don't let them slip out of your mouth carelessly.

How can you request reviews without being monitored by Amazon, the picky boss?

(1) Do not send a review request email as soon as the buyer receives the goods!

After sellers ship the goods, they should not immediately send emails to buyers suggesting that they receive the goods and give positive reviews. This is because Amazon’s own marketing system will also trigger similar reminder emails to buyers at about the same time. If these are sent simultaneously, the seller will be judged to be harassing buyers and abusing their information.

(2) The words are too direct

From English emails, there are several words that are clearly not to be used:

Postive

Leave a 5-star review

Such messages are so-called "requests for positive reviews" that even a fool can understand. Amazon prefers shoppers to send such after-sales marketing emails from a neutral perspective, so that buyers can leave a real impression of the product experience. The emails should focus on after-sales service, such as: Your order has been confirmed! Your order has been shipped! How is your order? The subject of the email should be clearly expressed as after-sales service, so as to avoid buyers' disgust or even Amazon's official warning or punishment.

(3) Please keep the email content clean and fresh

Don’t put too much unnecessary content in your review request emails to avoid causing customer disgust and endangering the customer’s account. For example, the first half of the email is still thanking the buyer for purchasing the product, but then you switch the subject and start promoting your new product, turning a “thank you for purchasing” email into a promotional message. More than 80% of buyers will compare the solutions.

Attention!!! Communicating with customers through internal messages is also an important part of Amazon operations. Don’t underestimate this point. Learn more about the rules related to the Amazon platform to avoid crossing the red line and causing your account to be blocked.

Recommended reading:

Can I change the price during an Amazon flash sale?

What is the appropriate profit margin for Amazon? Is it high?

How to delete Amazon videos? Can I delete negative reviews?