Amazon Seller Messages: How to Stay Compliant with Seller Labs PROCaroline Powell
On September 8, 2020, the rules for Amazon seller messages changed. In this post, we’ll reiterate the changes to Amazon’s communication policies and talk through the updates Seller Labs has made. Rest assured, Seller Labs PRO is an approved third-party service that will keep your business compliant.
For general information on how these changes affect all Buyer-Seller Messages, be sure to check out our full guide to Amazon Messaging Policy Changes.
Is Seller Labs Changing Amazon Seller Messages?
Since the announcement on September 8, Seller Labs made big strides to ensure that our seller communication, templates, and message creation are all compliant with the new guidelines. Here’s what we did to keep your Amazon seller messages safe.
Necessary Updates to Amazon Seller Messages
There were two updates that all third-party service providers needed to make:
- Include Order ID in all messages. We programmatically include the Order ID at the top of any message sent to your buyers. If you currently include the Order ID within the body of your message, consider removing it.
- Send messages in the customer’s preferred language. Seller Labs PRO detects a customer’s preferred language and the language in your Seller Labs account. If the languages match, we will send your custom template. If they don’t our system will send the Request a Review template. Amazon created the Request a Review template, so it will translate automatically.
Seller Labs PRO will not translate your messages.
Bonus Updates to Amazon Seller Messages
Seller Labs has removed certain functionality so that you cannot send messages that violate the new policy. While we have taken measures to help you remain compliant, we cannot screen for all violations. Here’s a list of what we can and cannot detect automatically.
|Seller Labs PRO Can Detect:||Seller Labs PRO Cannot Detect|
GIFs & emojis
Intent of your message
Use of the words “gift cards” or “promotion”
Grammar or spelling errors
Logos with URLs
Encrypted email addresses & phone numbers
Content & style of attachments
Send dates greater than 30 days from order completion/delivery
Multiple messages per ASIN
In a nutshell, while we do our best to keep your messages compliant, you are still in control of and responsible for the content of your messages. Please read the most up-to-date guidelines so that you’re aware of the rules.
Failure to remain compliant with Buyer-Seller Messages may result in a 30-day or lifetime restriction of your ability to send critical messages to buyers.
This looks like Amazon removed a lot of personalization from communicating with your customers, but that’s not the case. You are still able to customize customer service messages with your copy and design, so long as you follow these guidelines.
Your number one goal with any customer message, even marketing or promotional messages, should be to provide value. If your messages do not provide added value or improve the experience of completing an order, ask yourself if the message is truly necessary.
At the end of the day, these updates are nothing to be concerned about. With a few adjustments, you can continue to communicate with your buyers to improve your reputation and grow your brand on Amazon.
Frequently Asked Questions about Amazon Seller Messages
The buyer’s language of choice is based both off of the market as well as the buyer’s selection. For example, language options for Amazon US are English or Spanish. However, Amazon France’s only language is French. Seller Labs is working with Amazon’s API to determine which language the buyer has selected for their account.
You cannot offer any sort of personal or branded contact information in emails sent to your buyers. The customer would need to find the contact information organically (Ex. By Googling your website.)
Correct! Using both the Request a Review feature and custom Buyer-Seller Messages is a violation of these new guidelines. Use one or the other, not both.
Amazon is not reviewing any Buyer-Seller Messaging Restriction appeals at this time. We recommend reviewing your messages to bring them into compliance.
Yes, these updates apply to all Amazon Marketplaces.
Absolutely! Seller Labs PRO has a full library of templates that you can use and personalize.
Right now, it is unclear. There isn’t a lot of visibility into Request a Review or its data. However, it appears that buyers will not receive messages beyond those necessary to manage orders.
There are two types of communication to buyers, Direct and Indirect. Direct Communication is defined as emails sent to buyers. Indirect Communication is related to order status and visible in buyer’s “Your Account” updates.
It depends. Amazon has the authority to modify message subject lines for specific products in order to protect the buyer experience.
Failure to comply with these Communication Guidelines may result in Amazon limiting Permitted Messages to Amazon’s templates. At worst, you may be suspended from selling privileges.
Interested in making Seller Labs PRO a part of your Amazon process?
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