In this episode of The Asian Seller podcast, Suzanne Smith, Director of Customer Success at eComEngine talks to us about Amazon's updated communication guidelines for buyer-seller messages

Suzanne explains what you should know about these guidelines for both direct communication and indirect communication.

Amazon defines two types of Buyer-Seller Messages. Both are considered direct communication with buyers:

Permitted Messages: Communications necessary to complete an order or respond to a customer service inquiry.

You can only send Permitted Messages to customers who contact you about purchasing a product or who have already purchased an item from you on Amazon. These messages are specific to an order and must be sent from your seller account.

Proactive Permitted Messages: Communications initiated by sellers that are not responses to a buyer's question.

These can be sent via email and must be sent within 30 days of order completion.

Episode highlights:

• Introduction - Suzanne's background
• What are the changes announced by Amazon, and when do they go into effect
• How can sellers send messages? Are third-party tools allowed?
• What should sellers be aware to ensure they don't get restricted
• What is the safest or best way to send feedback and review requests
• About eComEngine

More information:

• eComEngine breaks down the changes in a blog post
• Here are the updated guidelines
• Automate your requests through Amazon Buyer-Selling Messaging with Feedback Five
• Contact eComEngine

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