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Sun June 11 2017 16:21:25

Amazon Email Opt-Outs Cause Havoc for Sellers

By: Ina Steiner

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Sellers on Amazon are facing a serious challenge when trying to communicate with buyers. Amazon has put in place an option for buyers to opt out of receiving seller emails, and an EcommerceBytes reader provided just one example of why that's a big problem: difficulty authorizing buyers to return products.

"We authorize our returns via email because of the type of merchandise we sell. We email our customers for many different reasons and we started getting the emails bouncing back with a message saying "Your message to a buyer could not be delivered."

Amazon admitted to the seller it had put the feature in place. 

"To override the feature, you can use a new email drop down subject that says ADDITIONAL INFORMATION REQUIRED. Amazon says by using this subject line it will allow the email to be delivered," the reader explained.

However, Amazon automatically shortens the subject line, and, our reader said, "When we sent a returns authorization, the address and return information was cut off."

The reader said Amazon also changed the buyer information page - "There is no link for feedback removal so if you negotiate with a buyer to have feedback removed, there is no link to have this done. There is much more missing from this page and it very user unfriendly."

Sellers are also discussing this latest obstacle on the Amazon boards. Are you one of the sellers (or buyers) impacted by the change?




Comments (13) | Permalink

Readers Comments

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: sellerchick This user has validated their user name.

Sun Jun 11 17:06:16 2017

IT IS ABSOLUTELY, 100% a PITA!! (pain in the...)

I have at least 1-3 orders  day with bad addresses flagged by USPS address verification: Missing apartment numbers, rural non-deliverable streets, and just plain jibberish. So this requires and email to a customer. And every time I need to contact these people, every one of them has this ''no contact from seller'' option activated and I need to go through the ''hack'' to get me message through. And yet 50% off them still don't respond. I have no choice but to cancel. Thanks Amazon for more unnecessary nonsense.

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

This user has validated their user name. by: Leafgreen

Mon Jun 12 00:16:29 2017

I agree 100% with sellerchick. Amazon buyers are the WORST, much worse than ebay. I get more friendly fraud and buyers abusing the system because undertrained, overseas Amazon customer service reps with below-average intelligence will give the customers anything they ask for. They don't update their addresses or phone numbers, and for years blindly click buy without reading the description or remembering to update their info. And Amazon doesn't lift their golden finger to tell the customers what to do.

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

This user has validated their user name. by: MJRock

Mon Jun 12 00:39:08 2017

Another 100% agreement here.  Amazon thinks that because they are a bazillion dollar company now, that ANYTHING the customer wants the customer gets.  You think eBay customers don't read descriptions, try Amazon!  Amazon customers don't even friggin look at what's in their CART, let alone read descriptions.  We have a TON of "oops we didn't mean to order that" returns.  And don't even get us started about this new Can't Contact The Customer BS . . . We have a TON of information the customer needs to know after purchase, and when the "opt out" of communication, there is no way customer can receive this info, which then means customer has problems with the installation of their product.  Oh, Amazon says, put the info in the box.  CAN CUSTOMER CLICK ON A INSTALLATION LINK FROM THE BOX????  NO!

How do these companies become so successful with nincompoops in charge?

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: Moonwishes This user has validated their user name.
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Mon Jun 12 01:02:45 2017

I have always sent a shipping notification to all my customers for all the years I have been selling on line. I make note of their tracking number, I thank them for their business, invite them to shop with us again, and also assure them 99% of the time for buying American from an American. I in the past have received notes of appreciation for pointing that out as many don't want to be buying non-American merchandise. I think it is important to receive a thank you note to show that there is gratitude for the purchase. It is one of those little courtesy that set some apart from others. Back a year ago, I had a purchase that turned into a mess. In the whole fiasco, I never once got a message from the seller. I am tired of these big companies pushing into things and changing them. They are terrified that somehow we will steal their customers. Frustrating. Every day I am more and more grateful for eCRATER which does not mess around into a sellers policies as long as we follow the basic rules of the site and because of the way the site is set up, no buyer can get away with cancel I ordered it accidently!

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: Barbbie This user has validated their user name.

Mon Jun 12 01:32:18 2017

Yep, lots of kicked back emails and of course it is for return info.

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

This user has validated their user name. by: Marie

Mon Jun 12 02:30:39 2017

Just flat ridiculous.  If buyers are complaining that sellers are sending them too many emails, Amazon should be looking into those sellers to see if they are spamming the buyer.  And if they are doing that it is the seller that should be sanctioned / warned.

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: Chicago48 This user has validated their user name.

Mon Jun 12 06:47:39 2017

I have at least 1-3 orders  day with bad addresses flagged by USPS address verification: Missing apartment numbers, rural non-deliverable streets, and just plain jibberish. So this requires and email to a customer. And every time I need to contact these people, every one of them has this ''no contact from seller'' option activated and I need to go through the ''hack'' to get me message through. And yet 50% off them still don't respond. I have no choice but to cancel. Thanks Amazon for more unnecessary nonsense.
^^
If everybody who needed to contact the buyer -- instead, contacted seller support to relay the message, then AMZ would be flooded with those requests and would bring back contact buyer link.

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: go-figure This user has validated their user name.

Mon Jun 12 07:50:51 2017

Sellerchick has it right: it is one BIG ROYAL PITA!

Funny thing is, while we do sometimes get a couple of "extra" emails from a seller, Amazon itself is far and away the worst of the "spammers". Maybe they should clean up their own act first.

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: cellular-seller This user has validated their user name.

Mon Jun 12 10:43:13 2017

All too often it is necessary to communicate with customers. We do not abuse this privilege, however, allowing customers to opt out of necessary information results in unhappy customers and sellers who cannot be pro-active in taking care of potential customer issues

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: ignatz This user has validated their user name.

Mon Jun 12 16:23:25 2017

No question about it - Amazon has outsourced its IT to the crack eBay IT team!

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: Snapped This user has validated their user name.

Mon Jun 12 19:17:22 2017

Spamazon e-mail (or any other ad-nauseum prone entity) will not likely be curtailed via legislation approved by the current administration and it's minions.  About two weeks ago, the door was opened for any advertiser to leave a spam voicemail on your phone without having it ring first.  Their justification was related to the 'freedom' required for businesses to advertize without curtailment.  There'll be no pity for that PITA for the forseeable future.

What this means, similar to need for anti-virus measures, is that work-around blocks and whatever 'countermeasures' that can be employed by the potential recipient must be enabled to protect oneself from the 'swampwater'.

Of course, such tools, especially when provided by the spammer themselves, are likely to be immaturely operational, minimally supported, and lack sufficient 'filtering' to suit intelligent exceptions.

This leaves a need for the recepient to be somewhat creative.  In the exampled case of need for unobstructed customer contact, if the venue insists on obstructing it, for whatever reason, then a suggestion such as that made by Chicago48 above should hopefully serve to demonstrate justification for that need.  Alternately, a change in the 'block' filtering to allow for more 'circumstance' choice is immediately imperative.  The challenge is communicating (ironically) just that to the 'Crown'.  And that translation to action.

Of course, they could just stop intervening totally and allow sellers and buyers to utilize direct contact outside venue oversight.  You know, like it works fine (and always has been a business imperative to do) in the real world.  

Sans the spam part of course.  

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: dander This user has validated their user name.

Mon Jun 12 20:13:14 2017

And I thought ebayers lived to complain. this is a legit complaint though.

Amazon Email Opt-Outs Cause Havoc for Sellers   Amazon Email Opt-Outs Cause Havoc for Sellers

by: Moonwishes This user has validated their user name.
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Mon Jun 12 21:04:28 2017

Perhaps it is a case of the kind of customers I get in my niche, but I have a hard time believing that some of you are getting up to 3 bad addresses a day. I don't even get that many a year from all selling sources. For me that is about 1000+ or more orders a year. not saying that you aren't being honest about it, but hard to believe. I use Amazon shipping at this point and my addresses are never flagged, but then they aren't returned either. With Amazon's rule about using their shipping and them supposedly covering items that don't make it to the buyer, I switched to using them a year ago rather than using endicia as I do for my other orders. I'm not getting any packages back either. Have you tried using Amazon shipping for those 'bad' addresses? It might help to keep from having cancelled orders.



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