With recent changes to the Amazon customer communication guidelines ( https://sellercentral.amazon.com/help/hub/reference/1701?ref=sp_email ), we have found ourselves unable to send any proactive messages to our customer. All the premade templates available within Follow-Up except breach the updated Amazon Guidelines and our messages are not reaching our customers as Amazon system does not deliver the messages due to the breach.
At this point the only automations that works within Follow-Up are the Request a Review, perhaps the returned/refunded order; but other than this, any proactive message will fail to arrive at its destination, the customer.
I’m searching for ideas or best practices to overcome this challenge. Has any of you (including Helium 10 R&D) figured out a way to generate value out of the Follow-Up automations now days.
Thank you.
Hi Piero,
I can confirm that since those changes have been made in Amazon, those messages are the best way to get communication out to your customer that are still in compliance with Amazon TOS.
You can consider segmenting these automations by products that need more or less wait time for a review to get sent out.
For example, supplement products might need up to a month before receiving a review while clothing might just need a couple of weeks!