Seller Buyer Messaging Service
This article provides an in-depth look at the Seller Buyer Messaging Service, which facilitates direct communication between sellers and customers specifically for handling DirectShip customer returns. Please note that this service is intended solely for managing return requests through Seller Lab and cannot be used to contact or engage with customers for any other purposes or reasons.
1. When to contact the customer?
The Seller Buyer Messaging Service allows you to:
- Offer technical support for product function-related returns, reducing return rates.
- Collect extra details from customers to better comprehend their return requests.
- Communicate and offer full or partial refunds without the need for the physical return, building trust and enhancing marketplace reputation.
Note: you must obtain the customer consent via a
message before issuing a returnless refund.2.How to contact the customer?
To initiate a conversation with a customer about their return request, follow these steps:
- Log into Seller Lab.
- In the sidebar menu, select "Fulfilled by Partner."
- Locate the Return ID, which you received via email.
- Carefully examine the return reason, any images uploaded, and other customer-provided details to understand their concerns and the return's nature.
- Click "Contact Customer" to open the messaging page and begin the conversation.
3. Addressing non-responsive customers:
For non-responsive customers, you must proceed with the
recommended actions for each respective messaging reason as listed in the table
below.
Category | Recommended
Action |
Returnless Refund | After sending the message to the customer and receiving
their consent, process the refund using the "Issue Refund" option. |
Support & Troubleshooting | If the customer does not reply or cancels the
return request, there is a possibility that you will receive the item. In
such a case, proceed with the return using the available information. |
Additional Information | Proceed with the return using the available information
and carefully assess the details provided by the customer, such as the return
reason, uploaded images, and any relevant notes. |
4. Reporting inappropriate conversations
Reporting an inappropriate conversation will disable
messaging and prompt an investigation by noon's support team. Report options
include spam, rude behavior, misinformation, communication issues, or an
"other" category. False reporting may impact the selling account.
Customers also have the option to report conversations, leading to similar
actions from noon's support team.
Note: It's important to report conversations only if
you're sure they need investigation by noon's team. Reporting inaccurately can
have negative consequences for your selling account.
5.Seller Buyer Messaging service guidelines - Do's and
Don'ts
To effectively use the Seller Buyer Messaging service for
handling return requests, sellers should adhere to these guidelines:
- Avoid Unnecessary Follow-Ups:
- Don't send follow-up messages if the customer doesn't respond. Instead, refer to the recommended actions for each return category in section 3.
- Send Purposeful Messages:
- Avoid generic messages like "Hi" or "How are you?". Ensure messages are meaningful and directly related to the return request.
- No Marketing or Promotional Content:
- Do not include marketing or promotional content (like coupons or offers) in return communications. Focus solely on the return request.
- Don't Incentivize Positive Reviews:
- Avoid language that encourages positive product reviews or seller feedback. This includes not offering compensation, discounts, or benefits for positive reviews.
- Refrain from Review Manipulation:
- Do not ask customers to remove or update existing product reviews. Keep return communication separate from review discussions.
- Restrict Content in Messages:
- Ensure messages are free from sensitive or offensive content, personal contact details, external links, and attachments, unless necessary to resolve the return request.
6. Frequently Asked Questions
In this section, we provide answers to frequently asked
questions related to the Seller Buyer Messaging Service:
Q: Can Sellers opt out from using Seller Buyer Messaging
Service?
Yes, noon allows sellers to opt out of using the messaging
service.
Q: How do I find messages that I have not responded to?
By default, you will see messages requiring a response when
you navigate to the Customer Returns page. Each return will have a “Contact
Customer” button with the number of new messages.
Q: Is there a limit to the number of messages I can send
each day?
No. You can send as many messages as requested to resolve
the return request.
Q: Why does noon retain a record of Seller-Buyer messages
sent through the service?
By maintaining a record of messages between buyer and
seller, we can resolve disputes faster by ensuring that noon’s Dispute team has
access to all communications when reviewing claims.
Q: As a seller, can I contact other sellers?
No. As a seller, you can’t contact another seller, Seller
Buyer Messaging Service only allows you to contact customers who placed a
return for an item purchased from you.
Q :How do I report a message from a customer?
To report a message, click “Report This Conversation” on
your Seller Buyer Messages page. Then select the appropriate reason for
reporting. Once a message is reported, the messaging service will be disabled
and our team will investigate the report and take the appropriate action.
Q: How do customers distinguish between messages sent by
sellers from noon?
Your messages to a Customer will have your seller name
against every message you send.
Q: What languages can I expect to receive messages in?
Generally, you may receive messages in English and Arabic.
Q: How can I understand messages in a language I'm not
familiar with?
If you receive messages in a language you don't understand,
you can use online translation tools to accurately interpret the content. These
tools can assist you in translating the messages into a language you are more
comfortable with.
Q: Can I send attachments to customers
Yes, you can only send images up to 1 GB for messages
sent from the service. You can send one or more attachments (up to 1 GB) in
your replies to a Customer's message. customers can also send one or more
attachments (up to 1 GB). The following formats are supported: Image files
(.jpg, .jpeg, and .png)
7. Messaging templates - Quick response guide for you
You can use these templates and respond to the customer
based on your decision for the customer return request.
Category | Response
template |
Returnless refund | Hello (Customer name),
We wanted to offer you a convenient resolution for your
return request. Instead of going through the trouble of returning the item,
we'd like to provide you with a returnless refund. This means you'll receive
a {refund-amount} without having to return the product back to us. Is this ok
with you?
Thank you Best regards, |
Support & Troubleshooting | Hello (Customer name),
We understand that you may have encountered some confusion
or technical issues with the item, and we would like to provide
troubleshooting guidance or technical assistance to help address the issues
you're facing. {Suggest the technical help you think
is suitable for the customer issue} If we are able to successfully address your concerns and provide the
necessary assistance, we kindly request you to consider canceling the return
request. If you still wish to return the item please feel free to do so.
Thank you Best regards, |
Additional Information | Hello (Customer name),
We have received your return request], and we would like
to kindly request some additional details to process your return efficiently.
Could you please provide us with more information about the reason for the
return and any specific issues you may have encountered with the item? If
possible, include images to help us in assessing the return request
accurately.
Thank you Best regards, |
That’s it!
Got questions?
Contact us at seller@noon.com
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