messaging ban
We have been banned by Amazon from sending proactive messages to customers. We weren't sure why, we try to play by the rules. We did some digging and found that Feedback Five had a glitch that was sending our customers duplicate messages. This wasn't something we wanted, Feedback Five admits the mistake was on their end. We sent seller support proof a copy of the email from Feedback Five admitting their mistake.
Seller Support said that the ban would be a 30 day ban, after that it would be lifted. It is well past that time now and we're still banned. We've asked them to let us know if we did anything else wrong and they keep sending us the same list of 7 possible things we could have done wrong. We ask them to get us a specific example and they continually (eleven times now) given us the same generic list of possible problems. But they won't tell us what it is specifically that we did wrong and they won't give us the specific email that caused the ban to be extended. I suspect I'm dealing with bots, or possibly a pre-written generic form they're told to send out. I've asked for my cases to be read by a real person that will respond, but that doesn't get me anywhere.
Since Feedback Five is one of their recommended selling partner apps, and we were trusting them to get things right, I fell like there should be some grace here. Would anyone else have any suggestions on what else we should be trying? Would there be a mod willing to offer advice?
messaging ban
We have been banned by Amazon from sending proactive messages to customers. We weren't sure why, we try to play by the rules. We did some digging and found that Feedback Five had a glitch that was sending our customers duplicate messages. This wasn't something we wanted, Feedback Five admits the mistake was on their end. We sent seller support proof a copy of the email from Feedback Five admitting their mistake.
Seller Support said that the ban would be a 30 day ban, after that it would be lifted. It is well past that time now and we're still banned. We've asked them to let us know if we did anything else wrong and they keep sending us the same list of 7 possible things we could have done wrong. We ask them to get us a specific example and they continually (eleven times now) given us the same generic list of possible problems. But they won't tell us what it is specifically that we did wrong and they won't give us the specific email that caused the ban to be extended. I suspect I'm dealing with bots, or possibly a pre-written generic form they're told to send out. I've asked for my cases to be read by a real person that will respond, but that doesn't get me anywhere.
Since Feedback Five is one of their recommended selling partner apps, and we were trusting them to get things right, I fell like there should be some grace here. Would anyone else have any suggestions on what else we should be trying? Would there be a mod willing to offer advice?
0 Antworten
Seller_rI7BZIczK8iAC
Unfortunately I cannot answer to your question, but allow me some general remarks:
These are not the seller's customers but Amazon's.
Amazon never reveals what a seller "has done".
I don't know "Feedback Five" nor would I ever use such a service. Don't you think you make customers angry with sending messages containing the disguised message to leave a rating or a review? According to your forum name I suppose the customers are young people. They probably will react even worse than older ones to such messages. But put yourself in the shoes of a young, cool guy receiving a message from an unknown seller. Did you ever receive such a message purchasing from Amazon? That's just my opinion, of course you are free to do what you want.
Seller_kNAboD6kRgVt7
Amazon does not wish you to be "proactive" with their customers. If you check out the policy, they state you are to only contact a buyer if there is some sort of problem or delivery issue with their order. And even this is discouraged unless it is extremely important.
I too know nothing of Feedback Five. And as @Seller_rI7BZIczK8iACstates, Amazon will not reveal any further information about it to you. May as well move on.
Seller_WAZNnMBpd99sI
We have been banned by Amazon from sending proactive messages to customers
Don't feel like you're special.
No one is allowed to send proactive messages to Amazon's Customers.
Please note in that last sentence... "Amazon's Customers"
Amazon does not wish for you to develop a relationship with their Customers.
Glenn_Amazon
Greetings @Seller_i5Jsq2KRBVYOj,
Thank you for your patience. @Seller_rI7BZIczK8iAC is correct that the team is unlikely to provide an exact reasoning on why you have been restricted. To ensure the effectiveness of Amazon's detection systems the specific messages will not be shared.
If you are in violation of the Communication Guidelines, the responsibility is on you to ensure that your messages are aligned with these policies, even if using a third party service.
You can continue to appeal the status of your account, but please note that in general my recommended best practices is to evaluate your standard communication strategies and ensure that your buyers can have perfect orders without having to contact you or be contacted. Thank you for your understanding.
-Glenn
