一、Target Audience

Operators, Customer Service

二、Feature Introduction

In addition to replying to buyer emails, Amazon's customer service email system allows you to proactively contact buyers regarding logistics, orders, product-related issues, and more. This ensures high-quality pre-sales and after-sales service.

SellerSpace's [After-sales Email] feature provides a way to send emails in bulk. It supports sending custom emails or Amazon-themed emails to buyers to better resolve buyer issues, provide excellent service, and encourage positive reviews and sales conversions!

三、Usage Scenarios

- Send custom emails to buyers

- Choose Amazon-themed emails to contact buyers

四、Operation Guide

1. How to Send After-sales Emails

Sending After-sales emails involves three steps: Configure Email Templates -> Create Strategies -> Sending Settings (Optional)

Let's take the example of "inquiring about the user experience of buyers in the US marketplace who purchased the new product: OZ-Pack-6, since its listing on February 1st, and have not returned/exchanged the product or left a review." We know that the FBA delivery time for the new product is 2 days, and the FBM delivery time is 8 days.

1.1 Configure Email Templates

The first step in sending After-sales emails is to configure email templates.

Go to the [Customer Service Emails -> Email Templates] feature and click [Add Template] to create an email template as required.

Tips:

- When sending After-sales emails in bulk, the template email content cannot contain recipient nickname variables.

- When sending After-sales emails in bulk, the template email subject must contain the order number variable.

- Pay attention to email sending rules; some attachments may be ignored when sending.

- For more rules, see: Click here to view

How to set up email templates? Click here to view

Our requirement is to inquire about the user experience of buyers in the US marketplace, so we can set it up as follows:

1.2 Create After-sales Email Strategies

After configuring the email template, proceed to the second step: creating a After-sales email strategy.

Click [Add Concern Email Strategy] to enter the creation settings page.

On the "Add After-sales Email Strategy" page,

First, we need to choose an email sending method, select one of two.

There are 2 email sending methods: Custom Email or Amazon Email.

The difference between the two is:

Custom Email: You can send emails with any subject to buyers, but you can only contact buyers to fulfill orders or respond to customer inquiries. You cannot include marketing or promotional content in the email.

Amazon Email: You need to select the corresponding email subject, used to confirm customization information, confirm order details, and explain unexpected issues.

Therefore, when setting up basic information, [Amazon Email] requires additionally selecting an email subject. Other settings are the same as custom emails.

According to our example requirement, we are sending an email to inquire about usage experience, which does not fall under any Amazon email subject, so we choose [Custom Email].

Next, set up the basic information for the After-sales email strategy.

Applied Marketplace: The marketplace where After-sales emails are sent. Each marketplace can have a maximum of 5 After-sales email strategies applied.

Add Method: Manually Enter One by One - Suitable for creating completely new strategies; Copy Existing Strategy - Copies existing strategy settings, makes minor adjustments and saves, suitable for creating the same strategy for other marketplaces.

Strategy Name: Set an easily recognizable name, up to 50 characters.

Email Content: You can only select an email template, you cannot manually enter content. Email templates need to be set up in advance. See: 1.1 Configure Email Templates

Enable: Enabled by default. Can be temporarily paused as needed.

According to our example requirement, we can set it up like this:

Applied Marketplace: Select US Marketplace, Add Method: Manually Enter One by One; Strategy Name: After-sales Follow-up for New Product: OZ-Pack-6; Email Content: Select template: New Product - After-sales Email; Enable: Enabled.

Then, select the products to send After-sales emails for.

There are 3 ways to filter products for sending After-sales emails: All Products, Specify Some Products, and Exclude Some Products.

Choose the method that suits you and filter the corresponding products. Multiple products can be selected.

According to the example requirement, we only need to select one product: OZ-Pack-6, so choose: Specify Some Products, and directly filter and add it.

Next, select the order date range for sending emails.

We can send After-sales emails for orders within the last 90 days for a product at most. Choose all orders within the last 90 days, or orders within a certain period within the last 90 days, to send After-sales emails.

According to the example requirement, we are sending emails to all buyers since the listing on February 1st, so we choose the first option, and select February 1st for the date.

After that, further filter orders to only send After-sales emails to suitable order buyers.

There are a total of 23 filtering conditions, which can basically exclude all orders that may bring negative reviews. After we send After-sales emails, it increases the chances of getting positive reviews!

Among them, except for [Email Blacklist] which needs to be added manually, the system can obtain other filtering conditions and then filter and exclude them according to our settings.

Email Blacklist adding path: Customer Service Emails > Email Blacklist; or: Order List > Manually Add

Email Blacklist - Tutorial with Images and Text: Click here to view

According to the example requirement, we are sending After-sales emails to "buyers who have not returned/exchanged the product and have not left a review," and this product has not been automatically requested for reviews before, so we can set it up as follows:

Finally, set the sending time for the emails.

Amazon orders can be divided into FBA and FBM based on the fulfillment method. The delivery times for the two are different, so you need to set the sending time separately.

For the sending time selection, we can choose: after a certain number of days from the shipping date, or after a certain number of days from the delivery date, to send After-sales emails.

At the same time, you can further refine the sending time, such as: which time period to send (minimum 4 hours needs to be set), which days of the week to send, etc.

Here, under normal circumstances, Youmai Cloud recommends choosing 3-5 days after the buyer receives the goods, and sending After-sales emails in the evening when the buyer is relatively free. Buyers have received the product, used it, and have not forgotten their user experience, and are relatively free at this time. Doing a follow-up visit at this time has a higher rate of obtaining positive reviews. Of course, the usage of different products may be different, and sellers need to consider and choose for themselves.

Finally, we also need to note: For orders with a Shipped status before store authorization, because the shipping, estimated delivery, and latest shipping times cannot be obtained through the report API, the system defaults to using 3 days after the order date as the shipping and latest shipping time, and 7 days after the order date as the estimated delivery time.

According to the example requirement, for the new product: OZ-Pack-6, we know that the FBA delivery time for the new product is 2 days, and the FBM delivery time is 8 days. We can set it up as follows:

After setting up all the content and confirming that everything is correct, click [Confirm Add Strategy] to complete the creation.

After creation, the system will send After-sales emails to target orders on time according to the strategy rules.

However, because Amazon has a message sending limit, we also need to confirm the [Sending Settings] in the third step.

1.3 Sending Settings (Optional)

After creating the strategy, we also need to confirm one setting: Sending Settings.

Sending settings include three operations: Daily After-sales Email Sending Limit, Interval Days for Resending After-sales Emails to the Same Buyer, and Whether to Automatically Add Rejections to the Rejection List.

Daily After-sales Email Sending Limit

Amazon stipulates that the maximum number of messages a seller can send per day is: (5 x Daily Average Order Volume + 600). For example, if a marketplace has 500 orders per day, then the number of messages that can be sent is: 5*500+600=3100.

In SellerSpace, the maximum daily limit for each marketplace is 5000. Therefore, if the order volume is relatively large and the calculated number exceeds 5000, you need to set it here to avoid affecting normal buyer message replies.

Click the email limit value to modify it.

Interval Days for Resending After-sales Emails to the Same Buyer

On Amazon, it is supported to send multiple emails to the same buyer. If you want to send multiple times to the same buyer, you need to pay attention to setting the sending interval days. Do not be too frequent, causing message spam harassment to buyers, causing reverse psychology, and instead attracting negative reviews, which would outweigh the benefits.

Similarly, click the interval days value to modify it.

Whether to Automatically Add Rejections to the Rejection List

We can summarize and record rejected emails so that we can remove them from the next After-sales email sending list to avoid occupying email sending quota.

Click to enable to add rejected emails to the rejection list.

Rejection List

After data is generated, we can go to the [Rejection List] to view the corresponding order emails.

If necessary, you can also remove a buyer's email from the rejection list to send them email messages.

2. View Sending Records and Statistics

When we send After-sales emails, we can view sending records and sending statistics data to help us trace the source and optimize the sending strategy of After-sales emails.

2.1 Sending Records

We can view through "Sending Records" which orders of which products have been sent After-sales emails, when they were sent, whether the sending was successful, which email template was used, and all other information.

Click the strategy number to also view the setting details of that version of the After-sales email strategy.

During the execution of the After-sales email strategy, we can modify the After-sales email strategy. After modification, the strategy version number will +1, and the system will also execute the sending of After-sales emails according to the modified strategy.

2.2 Sending Statistics

Sending statistics record the number of results for each sending execution, such as: how many emails were sent in total, how many were successful, how many failed, and how many were rejected.

Through this data, it helps us better set the daily sending volume to avoid exceeding the limit and affecting normal email replies.