Amazon Now Lets Buyers Opt-Out From Unsolicited Messages

Fix Posted March 30, 2017 at 7:34pm | 4 Comments
James avatar c43c4e35b82d7a44b60420bb1ad1afca40405c3123d7622b0c6e9a076e2338dc

Hey all,

I wanted to update everybody on Amazon's newest updates to their Buyer Messaging system.

Good News: Not much is affected.

How Do Buyers Opt Out?

So Amazon now lets buyers who don't want to recieve un-wanted buyer messages to be opted-out. Examples of "unsolicited messages" are:

ā€¢ Requests for seller feedback or customer reviews
ā€¢ Order, shipment, or delivery confirmations
ā€¢ Proactive customer service (for example: product manuals, tips for using the product, FAQs
ā€¢ Out-of-stock or delay notifications and offers of alternate products

Buyers can find this menu inside their Amazon account from:Ā https://www.amazon.com/gp/cpc/homepage and then selectingĀ Promotional EmailsĀ underneath theĀ Email PreferencesĀ section.

What Happens If I Send A Message To An Opted Out Buyer?

First, there is no violation of any sort from Amazon's TOS standpoint. So you are good to go. At this point; the only thing that happens is that Amazon's Buyer Message system will refuse to re-direct and send the message to them. You will then recieve an email notice that says the buyer you are attempting to contact opted-out.

How Do I Prevent Feedbackz From Sending To Opted Out Buyers?

At this point; since Amazon doesn't provide a list or API of opted-out buyers; the only way to know is by getting this email from them when you attempt to send (but again, no worries; you are not violating any TOS, your emails just simply won't deliver).

Once you get this email; you'll simply want to head over to our Buyers > Blacklist section:Ā https://app.feedbackz.com/blacklistedĀ and punch in their Amazon email address.

How Do I Contact The Buyer For Emergencies?

You can contact the buyer directly by viewing their order inside Seller Central, but this is for Critical Information Only; if it is not any of the following, you would be breaking TOS by trying to send via this route.

ā€¢Ā Product customization questions
ā€¢ Delivery scheduling
ā€¢ Issues with a shipping address

What Is Feedbackz Have In The Works To Adjust To This?

We are actually working on a few adjustments to the app to make life for us easier:

ā€¢ Automatically adding any opted-out buyer into the blacklist
ā€¢ Creating a universal database of opted-out buyers
ā€¢ Preventing messages sent to opted-out buyers to count as an email credit

We are also in addition going to write some insights about this matter here, and hopefully will have something available soon.

Is That All?

That's it at the moment. Again; it doesn't affect much at the moment, although we do foresee Amazon tightening down various things on their Buyer Message system due to spam. But as long as us sellers follow the rules of their TOS, you will have nothing to worry about.

Ā 

Default avatar 50571a7d6fb7dde1bec3980a534781c64292c4c1b5190fb185ba746a72ad6ea6

If the buyer leaves a review orĀ feedback on our listing or seller accout (good or bad feedback), can we contact them?

i.e. if its bad feedback, to try and resolve it with them. And if its good feedback, to ask them to add their feedback onto the product listing?

James Fend March 31, 2017 at 7:46pm

Hey Grant,

Yes, you can contact them as you normally would do. It's only if they opted-out that your message wouldn't go through.

There is one way to still send to them, but if Amazon catches you using this for anything not "critical", it may get you in trouble.

Default avatar 50571a7d6fb7dde1bec3980a534781c64292c4c1b5190fb185ba746a72ad6ea6

And does this change effect Amazon.com, Amazon,co.uk and Amazon EU?

James Fend March 31, 2017 at 7:47pm

Yes, I believe it does affect all marketplaces. If not all; opt-out option will soon be available.

Default avatar 50571a7d6fb7dde1bec3980a534781c64292c4c1b5190fb185ba746a72ad6ea6

It would be nice if you guys made an option, like a check box, to automatically put customers who opted out on our blacklist, rather than have us manually do it.Ā 

James Fend March 31, 2017 at 7:21pm

Hey Ben, Thanks for your insights. We are working on a solution for this. =) As well as: 1) Creating a universal database of opted-out buyers 2) Not counting any opted-out sends as a Sent Email credit Hopefully, we'll have something here soon!

Default avatar 50571a7d6fb7dde1bec3980a534781c64292c4c1b5190fb185ba746a72ad6ea6

Thanks James, one other query ...

when you say "there is one way to still send to them but if Amazon catches you using this for anything not critical you couldĀ be in trouble", what are you referring to?Ā 

I would like to continue contacting customers directly if they leave a negative review on my listing or a postive review on my seller account. Is this acceptable to Amazon?

Thanks Grant

Ā 

James Fend March 31, 2017 at 10:20pm

Hey Gary, So if a buyer opts-out of getting feedback emails and buyer messages in general. There is still one way a seller can contact a buyer; and that is by going through Manage Orders and clicking on the buyer's name. But this is for only Critical stuff; so if it's not apart of the list (see original post) then it would go against TOS. Yes, you can still contact them. =) This new update is simply just letting them opt-out; that is all. Nothing else changed.

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