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Today’s episode is a variety of the most interesting e-commerce customer service related news, updates, and articles from early November 2019.
(3:50) 1 million Businesses on Shopify
- How long did it take? 2004 to 2019 = 15 years
- How many businesses does Amazon currently have? ~2.5+ million? (source)
- How many businesses are on both Shopify and Amazon?
- SFN (Shopify Fulfillment Network) might continue to challenge Amazon (Shopify stores leveraging FBA)
- Read SellerSmile’s Shopify + Amazon article
- Start your 14-day free trial of Shopify today!
Featured video, “All the Ones in a Million.”:
(6:17) “Request a Review” Button in Seller Central
- ‘Request a Review’ button appears in a user’s Seller Central account in a unique order’s ‘Order details’ section.
- Read JungleScout’s article, “Spotted: Is Amazon Introducing a ‘Request a Review’ Button for Sellers?” by Dave Hamrick.
- After clicking the button, we’re presented with the following text:
We don’t require you to request reviews because our systems already do that at no cost to you. However, if you prefer to request a review for this order, please use this feature instead of asking the customer via email or buyer-seller messaging. When you use this feature, we will send the customer an email requesting product and seller reviews for this order. We automatically translate review requests to the customer’s preferred language.
Are you sure you want to request a review for this order?
- After clicking “yes”, we received the following confirmation:
A review will be requested for this order.
(Note: We will suppress this request if a review has already been requested for this order)
- Potential change in outbound messaging policies? Don’t use Buyer-Seller messaging for review or feedback requests?
- Replace outbound messaging? Separating customer service and review/feedback requests?
- Non-customizable. Encouraging sellers to use standardized language.
- We can’t see the message sent.
- Expanding to multiple marketplaces? (currently Amazon US only).
- The review must be requested within 4-30 days of the order date.
- Multilingual support.
- An effort by Amazon to reduce spam to buyers?
(12:08) Missing Customer Data in Seller Central (Amazon PII Part 2)
- Missing customer info (full address)
- Amazon PII (Personally Identifiable Information) Part 1: https://www.sellersmile.com/016.
- Amazon MWS Documentation > Developer Guides [Data Protection Policy].
- Not something likely to change back. PII affects anything to do with data and privacy.
- Causing more interactions between sellers and buyers.
- Takes more communication to send MCF replacements.
- Be mindful of the extra step to show customers you care about their time.
- Here’s an example of a change in SellerSmile’s messaging when coordinating replacements with Amazon buyers:
Hello (Buyer First Name),
We’d be happy to send a replacement to you right away, but first, please reply with your preferred delivery address so we can be sure to send it to the right place.
Once we have this information, we will have this taken care of asap. Looking forward to hearing back from you.Thank you for your patience.
