Amazon Mail Sorting and Response Tips

Sellers usually communicate with buyers via Amazon mail. For different issues such as returns, after-sales service, logistics inquiries, etc., sellers need to use different reply templates, and here’s a look at Amazon mail categorization and reply tips.

Amazon mail classification and reply tips

On Amazon, email categorization and reply is an important part of handling buyers’ queries, questions and complaints. Here are some Amazon mail classification and reply tips:

Classify emails

Categorize incoming Amazon mail according to different topics. Common categorizations can include: buyer messages, refund requests, Q&A and answers, A-to-Z claims and other Amazon emails.

Among them, buyer messages can be further subdivided into 2 types: logistics-related and order-related. By categorizing emails, you can better organize and manage buyers’ questions and reply more efficiently.

For more on Amazon Q&A, check out this article:

5 Top Common Amazon Operations Q&A

 

Amazon mail

Amazon mail

 

Timely reply

Try to reply to buyers’ emails within 24 hours. Quick replies can improve buyer satisfaction and increase good word of mouth. Even if you need time to solve the problem or answer the question, inform the customer that you have received the email and are dealing with it. This can make customers feel your professionalism and seriousness.

Friendly and professional language

Use friendly and professional language when replying to emails. Avoid using an overly formal or indifferent tone.

Provide detailed and accurate answers

Make sure the reply provides detailed and accurate answers to buyers’ questions or concerns. If more information is needed, request the buyer to provide relevant details. Do not let the customer reply again to ask the same question.

Personalized response

Try to personalize your response to give buyers a sense of being valued and cared for. According to the buyer’s specific problem or situation, provide targeted responses.

Problem solving and complaints

For the buyer’s problems or complaints, to actively seek solutions, and in the reply to clearly state the measures to solve the problem. If necessary, you can communicate with the buyer to reach a consensus and solve the problem.

A: When there is a logistics-related inquiries, we need to be the first time to check the logistics information of the order, query the logistics information, immediately reply to the buyer, and send a screenshot of the logistics information to the buyer.

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Amazon VC

Amazon mail

 

If you find that there is no logistics changes for a long time, or other circumstances, such as temporary non-delivery, you can explain to the customer, explain the situation, and calm the customer’s anxiety.

B: Encountered order-related problems consulting, relatively simple (except for deliberately difficult buyers), we can deal with according to the corresponding situation. First determine the user’s real needs, and then combined with their own actual situation to do the corresponding should be.

If it is not shipped, the buyer wants to cancel the order, if it is not said the reason, you can first ask the reason, such as buying the wrong size, at this time we can directly replace the size, rather than directly cancel the order; if the reason is that you do not want to, you can directly cancel, cancel the reason to remember to choose the buyer to request the cancellation and so on.

C: When shoppers have doubts about the product, they can ask questions directly through QA, and then the seller or the buyer who has purchased the product, to answer.

D: When we encounter “A-to-Z Claims”, we need to contact the buyer at the first time, actively solve the problem for them, and try to request the other party to take the initiative to close the “A-to-Z Claims”, so that it will not be counted in the store performance.

Regular follow-up

For more complex issues or complaints, to maintain regular follow-up, and timely reply to the buyer’s progress.

 

Amazon FBA advertising

Amazon mail

 

Handle dissatisfied buyers politely

If you meet a dissatisfied buyer, stay calm and polite and try your best to solve the problem. Avoid arguing with buyers or generating negative emotions.

Record and feedback

Record and organize buyers’ questions and feedback in a timely manner, and feedback them to the relevant departments to improve the quality of products and services.

If you want to know more about it, click on Amazon Seller Center.

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