New feature to reduce returns! Amazon supports buyers to contact merchants before sales

Amazon has a new feature!

The latest news is that Amazon is testing a new feature that allows buyers to contact sellers through online chat or phone before purchasing !

To be more specific, customers who purchase your products will be able to contact your customer service team directly on Amazon via phone or chat.

Amazon said that this new plan is to increase sellers’ reach in the pre-sales stage, help sellers start to exert their efforts before sales, and improve conversion rates.

✔ How to join: Currently this feature seems to be invitation-only. Once you receive an email notification, just click to register.

Interested sellers can check their account mailbox to see if they have received any notification. If not, they can contact the account manager for consultation.

✔ Applicable products : According to reports, this feature is not applicable to all products and sellers.

✔ Inapplicable merchants : Restricted sellers.

• Newly registered sellers : Newly registered sellers may need to go through a trial period or meet certain conditions before they can fully use this function.

• Violators : If a seller is penalized for violating Amazon’s selling policies, the platform may restrict their communication permissions with buyers, including pre-sales contact functions, until their issues are resolved and they are restored to good standing.

• Sellers participating in specific programs or plans : For sellers in certain special programs or plans, such as the "Buy with Prime" program, their communication methods and permissions with buyers may vary depending on the program requirements and must follow the corresponding regulations and processes.

✔ Functional advantages : It is very beneficial to sellers, especially those with high return rates such as clothing.

1. Reduce post-sales disputes : Sufficient pre-sales communication can help buyers have a clear understanding of the product and reduce post-sales disputes caused by high expectations or misunderstandings of the product. Especially for clothing sellers, it can better reduce the return and exchange problems caused by inconsistent sizes and styles.

2. Optimize products and services : Sellers can also better understand buyers’ needs and expectations, optimize existing products and their own services, develop new products that better meet market demand, and enhance product competitiveness.

3. Enhance brand loyalty : Actively communicating with buyers, answering questions professionally, and providing quality services will all help establish a good brand image in the minds of buyers.

★ Seller Challenge:

1. Technical and equipment requirements : Ensure smooth online chats and avoid chat interruptions or information delays due to network problems, which may affect buyers’ consulting experience.

2. Professional customer service staff : have good communication skills, product knowledge and problem-solving ability, and can answer buyers' pre-sales inquiries and solve buyers' problems in a timely and accurate manner.

3. Customer service training and assessment : Regularly train and assess customer service personnel to familiarize them with Amazon’s platform rules, product information, service processes, etc., and continuously improve the professional quality and service level of customer service personnel to better provide services to buyers.

4. Response time and service quality requirements : Respond to buyers' online chats and telephone inquiries within the specified time, and actively solve buyers' problems with enthusiasm, patience and professionalism.

5. Data recording and reporting requirements : Generate customer service reports regularly, including online chat and telephone communication records for proper preservation, analyze buyers' needs and problems, and optimize their own products and services.