Amazon's new feature allows buyers to contact sellers before purchasing products

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Amazon recently launched an innovative service that allows buyers to communicate directly with sellers before placing an order!

According to an announcement from Amazon, they are testing a new service that will allow buyers to get in touch with sellers via online chat or phone before purchasing an item.

Indeed, this means that before purchasing, consumers can communicate in real time with the seller’s customer service team through the platform to resolve their queries and confirm specific information about the product.

The launch of this service is of great significance to sellers, as it can not only increase sales conversion rates, but also reduce returns and after-sales disputes. Especially in product categories with high return rates such as clothing, this service is undoubtedly a timely help.

How to take advantage of Amazon's new features?

Participation conditions

Currently, this feature is invitation-based, and only sellers who have received an invitation email from Amazon are eligible to register and enable this service.

Sellers are advised to check their mailboxes to see if there is any relevant invitation notification. If not received, they should contact the account manager as soon as possible for more information.

Applicable product range

This feature supports most common products, such as electronics, household items, and clothing. When purchasing these products, buyers can consult information such as product functions, sizes, and materials.

However, due to policy requirements or professional restrictions, some products do not currently support this service, such as medical devices, restricted products, and digital products.

Not applicable sellers

Newly registered sellers may need to meet certain conditions or complete a trial period before they can use this feature.

Sellers who violate platform policies may be restricted from using this service.

Sellers participating in special programs, such as Buy with Prime, may be subject to restrictions set by the program's rules.

Three major benefits of this new feature:

1. Reduce returns and after-sales disputes

By communicating with your customers before they place an order, you can reduce returns due to misunderstandings or unrealistic expectations.

For example, clothing sellers can reduce return rates by communicating size and style issues in advance.

2. Optimize products and services

By listening directly to buyers’ feedback, sellers can better understand customers’ real needs, adjust product strategies, improve competitiveness, and discover opportunities for service optimization.

3. Build brand reputation

Professional and prompt response can enhance buyers’ favorability and loyalty to the brand. High-quality pre-sales service may even become a key factor for buyers to make repeat purchases.

Challenges for sellers:

The new features also bring challenges to sellers:

- A professional customer service team is required with good product knowledge and communication skills to solve customer problems quickly and accurately.

- Need to ensure technical support is in place to avoid technical issues affecting buyer experience.

- Sellers need to reply to buyers within the specified time to maintain service quality.

- It is necessary to collect statistics and analyze customer service records to optimize product and service strategies.

For sellers who want to reduce return rates and increase sales, it is important to seize the opportunity of this new feature. Even if you have not received an invitation yet, you can prepare your customer service team and technical facilities in advance to ensure that you can use it immediately once the feature is available.

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