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发表于 2015-3-24 15:08:08
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亚马逊官方的。The Buyer-Seller Messaging Service allows you to communicate with buyers in the Amazon marketplace via email. You may review email sent to and from buyers on the Buyer-Seller Messages page. On your seller account home page, you can also quickly check for Buyer Messages in the Performance box.
If you use Fulfillment by Amazon (FBA) to fulfill orders, you can use the Buyer-Seller Messaging Service to respond to specific questions about your product. Amazon will still handle buyer inquiries on behalf of FBA sellers. To use the Buyer-Seller Messaging Service for your FBA orders, you will need to enable the service for your account.
If you fulfill your own orders, you can use the Buyer-Seller Messaging Service to facilitate buyer service requests, and the Buyer-Seller Messaging Service is enabled by default.
Enabling product questions for FBA orders
For FBA sellers, the service is disabled by default for FBA orders. However, using Buyer-Seller Messaging to answer buyer product questions may help improve the FBA buyer’s experience. Your specialized product knowledge may potentially reduce product return rates and encourage repeat purchases.
To enable the Buyer-Seller Messaging Service for buyers to send you messages about your products follow these steps:
Go to the Settings drop-down menu and select Fulfillment by Amazon.
Under Product Support, click the Edit button.
Select Enable, then click Update.
Note: FBA Buyer-Seller Messaging is for product inquiries only. Customer service related inquiries, such as how or where to return a purchased item, on Amazon-fulfilled orders should be redirected to Amazon Customer Service.
Benefits of the Buyer-Seller Messaging Service
Benefits of the Buyer-Seller Messaging Service include the following:
The service masks private email addresses, increasing the security of buyer-seller communication.
Buyers and sellers can see emails sent and received both from the service and from your company's own email system (such as Outlook, Hotmail, Gmail, etc.).
Buyer-seller communication is encouraged, which may reduce disputes and claims.
In the event of a dispute or claim, Amazon can facilitate faster and better resolution because it has access to all correspondence between sellers and buyers.
By using the Buyer-Seller Messaging Service, both buyers and sellers communicate with each other via encrypted email addresses. For example, if a buyer wants to contact a seller, the Buyer-Seller Messaging Service will assign an encrypted alias, such as a222d34b3891234b@marketplace. Amazon.com , instead of displaying the seller's real email address. emails are routed to the seller via this encrypted alias.
The Buyer-Seller Messaging Service provides a record of an email that is routed through our systems. You may find it easier to respond to a buyer via your personal or business email system. You can do this and still allow the service to record your correspondence by using the encrypted email alias. See Responding to a Buyer below for details.
Note: Not every message requires a response. To flag a message as not requiring a response, check Mark as no response needed in the Reply area of the communication thread. This will exclude the message from contact response time performance metrics. Use this flag when a conversation has come to its natural end or to flag "out of office" messages from buyers.
Setting your listing status to inactive (for vacations and other absences) does not inactivate your Buyer-Seller Messaging Service. Contact response time expectations remain in effect even while your listings are inactive. For more information, see Contact Response Time Metrics.
For more information, see Buyer-Seller Messaging Frequently Asked Questions.
Responding to a Buyer
If you have a buyer's encrypted email address (generated by the Buyer-Seller Messaging Service) you may respond to them directly using your personal or business email system. Treat the encrypted address as you would any other email address. Once your email reaches our system, a copy will be visible in the Sent messages tab on the Buyer-Seller Messages page. (If your email provider delays sending messages to Amazon, this delay will be reflected by our
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发表于 2015-3-24 11:38:47
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