How Can I Get a Message to the Buyer?
A customer returned an item to us a month ago and we refunded them in full within 2 days of receiving the return.
Yesterday, the customer then left a negative feedback saying they never received a refund, even though they returned the item a month prior.
We are trying to get in touch with the customer to help them resolve this, so that they can see that their order was refunded and then (hopefully) remove the negative.
However, nothing seems to be working. When we message them, we get the standard "buyer has opted out of unsolicited messages" message.
How can we get in touch with the buyer to help resolve their concerns? I did reply to the the negative comment but I'm not sure how that helps them.
How Can I Get a Message to the Buyer?
A customer returned an item to us a month ago and we refunded them in full within 2 days of receiving the return.
Yesterday, the customer then left a negative feedback saying they never received a refund, even though they returned the item a month prior.
We are trying to get in touch with the customer to help them resolve this, so that they can see that their order was refunded and then (hopefully) remove the negative.
However, nothing seems to be working. When we message them, we get the standard "buyer has opted out of unsolicited messages" message.
How can we get in touch with the buyer to help resolve their concerns? I did reply to the the negative comment but I'm not sure how that helps them.
2 replies
Seller_kIukTwdhvntAp
If they opted out the only way you could get any results is to send them a letter and explain that AMAZON handles all the money.
Include step by step instructions on how to remove the feedback saying if they want to you would appreciate removing the comment since you have no control over money.
Tatiana_Amazon
Hi @Seller_uXdxiyQT9miaE,
If a buyer chooses to opt out of messages this means you will not be able to reach out via the buyer-seller messaging app. You can read more about contacting buyers on thebuyer-seller messaging FAQ page.
I know this is frustrating, but if you feel the feedback qualifies for Amazon's strike through or removal of feedback policy then you can try to request it be removed.
Let me know if you decide to go the feedback removal route. I can help follow up on your case.
Tatiana
