Signature Confirmation Message To Buyer
We use ShipStation as the shipping manager, we used to set up email templates by sending out the notification message to buyers as soon as the shipping labels are created to inform the buyers if there are multiple packages or if signature confirmation is requested for high-value orders. However, Amazon has been blocking this type of message from third-party APP with the reason "This message was not sent as it did not meet the Buyer Seller Messaging communication guidelines." And some buyers got upset by we didn't inform them that they need to be home to sign for the packages. Anyone has an experience like this, due to the order volume, we are not able to manually send out direct messages one by one.
Signature Confirmation Message To Buyer
We use ShipStation as the shipping manager, we used to set up email templates by sending out the notification message to buyers as soon as the shipping labels are created to inform the buyers if there are multiple packages or if signature confirmation is requested for high-value orders. However, Amazon has been blocking this type of message from third-party APP with the reason "This message was not sent as it did not meet the Buyer Seller Messaging communication guidelines." And some buyers got upset by we didn't inform them that they need to be home to sign for the packages. Anyone has an experience like this, due to the order volume, we are not able to manually send out direct messages one by one.
8件の返信
Seller_kNAboD6kRgVt7
You must reply to customers via the Amazon Buyer Seller Message page. Amazon does not encourage these communications. It is to be used for Important messages only. An inconvenience to the customer is not viewed as Important by Amazon.
KJ_Amazon
Hello @Seller_Ttmch345CTDXY. Thank you for that question. I am posting a link to our Buyer-Seller Messaging Guidelines, which state:
Permitted Messages do not include: Order or shipping confirmations.
@Seller_kNAboD6kRgVt7 gave you some good advice, and we will see if other sellers have suggestions or experience with this topic.
Seller_Hi7wbO2Kbo6bl
I disagree with your interpretation.
In the normal course of events sellers are not supposed to send any sort of message with an order.
But a package that requires signature is not within the normal course of events as action is required by the buyer to receive the package.
Notifying the buyer lets them know what to expect.
This is closer to "problem" with order than a simple shipping notice (which is not allowed)
KJ_Amazon
@Seller_Ttmch345CTDXY Can you provide some more details about how you are using the email templates? Are you sending notifications out for all of your orders?
Seller_Ttmch345CTDXY
We used to set up a rule on ShipStation with the criteria of the order value or shipping weight that will automatically filter out the orders that need to send either a signature confirmation message or multiple package message, then the ShipStation message system will be able to send these message with the templates we generated.
Seller_kNAboD6kRgVt7
It sounds like in the OP's case, this might be their normal course of events, in which case "normal" would need to be defined, as well as "problem."
I do agree that buyers are usually not happy when they need to sign for delivery.
