Contacting a customer via Amazon

edtwo0nine

Active member
Hi wonder if anyone has any experience with this that can advise.

I got a refund notification and reason was a part was missing, the note said they loved the item and would have preferred me send a replacement part - which I was more than happy to do - but had no option!

On the refund section I cant contact them, only have the option to send a legal document which is pre populated.

Same customer left me a one star review on my seller page, which I responded to and said I would happily send the missing part.

Now they have just left me a 1 star review also on my item page, and said they loved the product but wanted the missing part.

If I click on the person name in the order section it notes I cant contact them - so what do I do?

Ed
 

Darren - FBA Elite

Administrator
Staff member
Go to "Brands" > "Customer Reviews" and if the 1 star review is listed there it should give you additional ways to contact them.

Just be very careful about the language you use - do not ask them to amend the review, you can only hope they do so after you resolve their complaint.
 

RightBak

Well-known member
You have been a bit unlucky here, some customers will do as they have done and immediately leave a 1 star review, others will contact you via the messaging system or by email first, but only if they have your email address.

I think there's a couple of things to consider, maybe it won't help for this customer but for the future, and you may have done this already so just ignore if you do. Always include a product insert that does have your email address on it so customers can contact you directly. Secondly always get a Pre Shipment Inspection done in China before paying the balance payment. The inspection may have picked up on the missing part.

If you get any more customers saying they have missing parts, then you have a big problem to solve! Hopefully its a one off.
 

edtwo0nine

Active member
Hi just an update on this for anyone that may be interested in the future.

On my seller page I clicked report review and instantly it removed the review as the customer review only said was missing a part...which Amazon said they took responsibility for it. They didn't package it for me so was a bit surprised but will take it!

Getting them to remove from the product specific page is taking ages, not that they are questioning it (if they deleted it no questions asked my seller page presume same for product page)...just that they are taking ages to do it and keep asking for the screenshot of the review.

Product insert I thought was a good idea for future to add my email, but on amazon guidelines it says only way for customers to communicate with me should be via amazon? I don't want to risk them checking my product and seeing an insert card with my email and have to remove all the product.
 
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