Amazon launches new policy and launches new function to contact customers

Yesterday, Amazon US issued an announcement stating that it will launch a new feature for brand owners to contact customers.

Amazon said it will launch a new communication tool to help sellers who are brand owners to contact customers after they leave a 1, 2 or 3 star product review. This tool allows sellers to choose how to interact with customers, offering a full refund or providing additional information about the order to help sellers resolve customer issues.

Sellers can access this new tool by going to Seller Central and clicking on Customer Reviews under the Brand tab. With this new tool, sellers can view any reviews left for all products and filter by brand or star rating. Currently, Amazon has enabled the new "Contact Customer" feature to help sellers achieve qualified status for reviews of key products.

Amazon also stressed that sellers may not ask for customers’ personal information, including email or phone number, when using the new contact customer feature, and that customers should not change their reviews as a result of this outreach or any potential resolution.

Sellers are buzzing after Amazon launched a new feature to contact customers.

Seller A: “Customers should not change their reviews as a result of this outreach or any potential resolution.” Oh, so it doesn’t make sense, this sounds like a great new feature for Amazon.

Seller B: From my personal experience, when sellers offer customers a full refund or replacement. They not only update their review but also leave seller feedback. The new contact customer policy works very well in 70% of cases.

Seller C: This new policy will be abused by sellers who lack self-esteem or have ego issues, and will eventually lead to the policy being removed. In most cases, having sellers discuss reviews with buyers does not end well. It also creates another avenue for sellers with low sales to sell their items, and perhaps it will become another tool for scam buyers to get refunds from sellers.

Amazon introduced a new policy, which was originally intended to help buyers and sellers communicate better, so that buyers can have a better consumption experience, and sellers can have better product reviews. But how it actually works still needs sellers to try it out in practice...

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