cannot contact buyer to help resolve issues reflected in review
Hi,
I have a new product (a solar floodlight camera) and recently got a 4-star review. In the review, the buyer said that the floodlight does not turn on when activity is detected. I suspect that it is because the buyer did not switch the lighting mode from IR light (default option) to floodlight.
I found that there is no way to contact the buyer. This is FBA and the buyer has chosen to not receiving non-critical message so I cannot contact via the buyer-seller message in orders. The review is 4-star so I cannot reply to the review under Brand > Customer Reviews. I do have an email address in the User Manual but the buyer did not contact me via that email address.
I learned that Amazon used to allow replying to a review generally but disabled this a couple of years ago. But this seems to be a critical step in the buyer-seller communication loop.
Is there any other option that I can help buyer to resolve the issue via Amazon?
@Veronica_Amazon Please help.
cannot contact buyer to help resolve issues reflected in review
Hi,
I have a new product (a solar floodlight camera) and recently got a 4-star review. In the review, the buyer said that the floodlight does not turn on when activity is detected. I suspect that it is because the buyer did not switch the lighting mode from IR light (default option) to floodlight.
I found that there is no way to contact the buyer. This is FBA and the buyer has chosen to not receiving non-critical message so I cannot contact via the buyer-seller message in orders. The review is 4-star so I cannot reply to the review under Brand > Customer Reviews. I do have an email address in the User Manual but the buyer did not contact me via that email address.
I learned that Amazon used to allow replying to a review generally but disabled this a couple of years ago. But this seems to be a critical step in the buyer-seller communication loop.
Is there any other option that I can help buyer to resolve the issue via Amazon?
@Veronica_Amazon Please help.
Seller_Hi7wbO2Kbo6bl
You are not allowed to contact buyers regarding product review. Not for any reason.
The only exception to this is through brand registry, and then only if Amazon has supplied a link, and the message will be generated by Amazon, not by seller.
Yes, Amazon did once allow sellers to leave a response. It was widely abused. When the privilege was revoked, all existing answers were deleted.
3 replies
Seller_Hi7wbO2Kbo6bl
You are not allowed to contact buyers regarding product review. Not for any reason.
The only exception to this is through brand registry, and then only if Amazon has supplied a link, and the message will be generated by Amazon, not by seller.
Yes, Amazon did once allow sellers to leave a response. It was widely abused. When the privilege was revoked, all existing answers were deleted.
Manny_Amazon
Hi @Seller_AOAEQSdIvPk9i,
It looks like one of our seasoned sellers, @Seller_Hi7wbO2Kbo6bl was helping you with some thoughts about reviews.
If their response helped you, feel free to mark it as “Most Helpful reply” using the 3 dots in the corner of their post. Just in case others have the same issue, the Most Helpful Reply feature brings the selected response right to the top of your thread. Sellers will be able to see the answer right away as your discussion will have a green check-mark when searched within the forums.
Regards,
- Manny
