Customer Review Request?
Hi, I sell here on Amazon and just recently purchased an Item off of here. The company had sent me a small message, I do not want to get this company in trouble nor do I want to cause trouble for them. I just want to know if my company, is allowed to send a similar message or not.
"Thank you for your recent order. We are a small business, and hope you enjoy your purchase! Our Goal is 100% Satisfaction. We strive to make our customers happy and would be honored if you could take 30 seconds of your time and share your experience below?
*Rate this item*
If there is a problem with your order, please contact us and let us resolve it for you before leaving a negative review. You are our utmost priority!"
Now, I am NOT upset with this company at all. I refuse to get them in trouble for this, but I would just like to have a mods opinion on my company sending similar message to our customers. Is it allowed to ask for a review, in this manner? I think it is the last part, where the customer (us) is being asked to think twice about leaving a negative review that would not be okay by Amazon Policy?
I really like the idea, of proactively trying to solve any customer concern. Especially since our product cannot be shipped through Amazon FBA, we sell Live Product so it is important that a customer contacts us AS SOON as they think their order should arrive, and if it has not arrived we can get them refunded, or reshipped out. I really appreciate that too, the point of contact from the company actually giving a dang, and wanting our review without being pushy, I think it's great!
My question: Is this allowed under Amazon Policy and are we allowed to send similar message to customer after purchase? I think for "x amount spent" is over a certain number, having that point of contact with the customer would be really crucial. If USPS does not deliver their product, and marks it "delivered", it completely negates their ability to get refunded by Amazon and it's up to our company, and I just want the customer to understand that we are here and willing to listen, and reship, and refund before everything turns sour in negative reviews I just thought that under Amazon Policy, that you cannot ask for a customer to give you a review.
Would just like a mod opinion, if at all possible. Thank you so much for taking the time to read this in advance.
Customer Review Request?
Hi, I sell here on Amazon and just recently purchased an Item off of here. The company had sent me a small message, I do not want to get this company in trouble nor do I want to cause trouble for them. I just want to know if my company, is allowed to send a similar message or not.
"Thank you for your recent order. We are a small business, and hope you enjoy your purchase! Our Goal is 100% Satisfaction. We strive to make our customers happy and would be honored if you could take 30 seconds of your time and share your experience below?
*Rate this item*
If there is a problem with your order, please contact us and let us resolve it for you before leaving a negative review. You are our utmost priority!"
Now, I am NOT upset with this company at all. I refuse to get them in trouble for this, but I would just like to have a mods opinion on my company sending similar message to our customers. Is it allowed to ask for a review, in this manner? I think it is the last part, where the customer (us) is being asked to think twice about leaving a negative review that would not be okay by Amazon Policy?
I really like the idea, of proactively trying to solve any customer concern. Especially since our product cannot be shipped through Amazon FBA, we sell Live Product so it is important that a customer contacts us AS SOON as they think their order should arrive, and if it has not arrived we can get them refunded, or reshipped out. I really appreciate that too, the point of contact from the company actually giving a dang, and wanting our review without being pushy, I think it's great!
My question: Is this allowed under Amazon Policy and are we allowed to send similar message to customer after purchase? I think for "x amount spent" is over a certain number, having that point of contact with the customer would be really crucial. If USPS does not deliver their product, and marks it "delivered", it completely negates their ability to get refunded by Amazon and it's up to our company, and I just want the customer to understand that we are here and willing to listen, and reship, and refund before everything turns sour in negative reviews I just thought that under Amazon Policy, that you cannot ask for a customer to give you a review.
Would just like a mod opinion, if at all possible. Thank you so much for taking the time to read this in advance.
0 replies
Seller_OvL8C4BJWiuS9
Sent it to you how, personal email or through Amazon?
Personal email is against policy. Through Amazon is against policy, unless it is sent by Amazon (when you request a review through the order page).
Seller_LImVvUWeyiCfQ
In addition to what TVOI50 posted, you are allowed to include a package insert but said insert must be according to policy.
Seller_LImVvUWeyiCfQ
Don't do that. Amazon Buyer/Seller Messaging is to be used only for the purpose of fulfilling orders or answering questions if the buyer contacted you first. Using it for the purpose of communicating with another seller is against policy and likely to get you a policy violation or suspension.
Communicate with buyers using the Buyer-Seller Messaging Service
My advice is to let it go.
Tatiana_Amazon
Hi @Seller_cgU5UI1eE8xUp,
Tatiana from Amazon here. Thank you being aware of our policies and striving to offer customers the best possible experience.
@Seller_LImVvUWeyiCfQ and @Seller_OvL8C4BJWiuS9 both gave great advice on how to handle communications such as these. The product insert compliance video from Vernon is especially helpful and I would suggest reviewing it whenever you plan to update your messaging or product inserts.
Additionally, I wanted to provide two other resources that will help you remain compliant with any of your product inserts or messages:
1. Customer product reviews policies: I would specifically look at the second bullet point under the Violations list
- A seller inserts a request for a positive Amazon review or an incentive in exchange for a review into product packaging or shipping box.
2. Request a review from a customer: requesting a customer review is allowed, just be sure to do so through the proper channel
- We don’t require you to request reviews because our systems already do that on your behalf at no cost to you. If you would still like to request a review for a specific order, we recommend that you use the Request a review feature on the Order Details page instead of asking the customer via email or Buyer-Seller Messaging.
We also appreciate the proactive efforts of this seller, but I think in any case it is best to follow Amazon policy as closely as possible. Our policies are put in place to ensure a fair and competitive environment for all sellers and customers.
Thank you again for surfacing this example as it's a topic that many sellers have questions on. Let me know if you have any other questions!
Tatiana
