Notes on Handling Amazon Messages (Noora)Updated 3 years ago
🔔 Notes on Handling Amazon Messages🔔
⚠ Always reply within 24 hours of all the message receipt time. including legal holidays and weekends, otherwise, our store will be penalized by Amazon, and if this situation happens frequently, it will affect the seller's account. So the last message must be from us, no matter what the customer writes to us, we have to reply. If you really feel that the last message sent by the customer has no essential meaning, you can click "No Response Needed" in the sidebar. that is, we must take action on the Messages within 24 hours. If the customer continues to send messages after clicking "No Response Needed", then Amazon will re-timer the message and we must respond to it again. |
1️⃣ How to distinguish between messages and emails: Tickets with Msg tags are Amazon Messages.
2️⃣ How to calculate Messages expiration time：
1. In General
Look at the time of the LAST MESSAGE, if the client sends the LAST MESSAGE Today at 6:44 PM, then it will timeout at 6:44 PM the next day.
If a customer sends two consecutive Messages, the time of the last Message will be displayed on the Gorgias system, and it is easy to mistakenly think that the timing time is 6:10 PM.
How to avoid the timeout? Take the off-duty time as the nose, reply to all the Messages received before the off-duty time and clear the zero. Even if the customer sent more messages in the same ticket, we will not be misled by the time of the last message.
3️⃣ ：
- Positive review request
- Attachments up to 10 MB are allowed for messages sent （attachments that are too large can be compressed and sent）
- All links except Amazon links cannot be sent, including email addresses, and logistics tracking sites (can send email addresses as images)
- Both parties are unable to send video (you can have the customer send it to our email address)
- For almost all after-sales customer tickets, there will be a corresponding order number on the sidebar. Please do not ask customers for repeated information, and remember to delete the sentence asking for an order number in the Marco. ( Note: Do not directly quote the address in the sidebar since the customer may change the address)
4️⃣ Messages language and currency: The language we sent should be the same as the customer's, and the currency we offer should be the currency of the customer's payment.