Anyone else see this new gem via the Messaging page?
I don’t know what they want us to do when the customer doesn’t like the templated response to INRs. I just hit No Response Needed again. But beware of this. Not sure if they 24-hour response clock restarts with this or not. I got no notification, just happened to be looking for an old message and saw it.
It’s been there for a while. Ignore it, it’s meaningless.
Think of it as the messaging equivalent of that widget that yells at you because buyers have opened return requests without sending the items back.
I guess the real question is whether you get penalized if you altogether ignore it. There’s no notification in the Inbox, so you have to go to Messages (and previously read ones at that) to even see it.
You can mark as “no response needed” and it will be resolved.
We have several of these recently -both buyers received their merchandise afterwards w/ no complaint or return. What else can one do?
One unresolved message is a regular buyer who never leaves feedback. We sent the tracking # as requested and they received the book on the 10th. Is FB what makes the issue resolved-or is it another message? Ours will be there till the second coming!!
I have a customer who asked a question but didn’t like my answer so she marked it as “unresolved” and told me not to respond to her again. I don’t have the option for “no response needed.” But I do have a button for “resolve case.” I’ve never used that button before; does the customer get a notification if we mark it resolved?
I’ve been wondering the same thing. Why can’t Amazon leave well enough alone, or at least let sellers know what their changes mean?
We use the Resolved button after we have answered the customer and no reply is needed from the customer. We can’t say for certain whether or not the customer is notified when we have hit the Resolved button, but we have never had a customer come back after using it.
We can tell you that, if the customer has marked the original answer as solving the issue and you click the resolved but after they have done it, the system will tell you that the customer has reported the issue as solved to you.
We haven’t had an issue in using it and like the fact that the message shows as resolved in the left column (on a computer) which helps us know that we have responded to everything (not that we get that much).
If I understood correctly, when we get one of those “unresolved” notice, we either have to respond by message to the buyer, or hit that “Resolve case” button. Otherwise, it’d be like we are ignoring the customer’s message and would be bad for some kind of metric, right?
That’s what I was wondering. I went ahead and marked it resolved last night. In my messages, it still says “Reported Unresolved” next the the message, but up in the “Cases requiring attention” box it says 0.
I feel we have gotten a neg once or twice when we’ve marked these resolved (they were struck-through). However, I got the impression the buyer was notified the seller marked it resolved and then proceeded to leave neg FB. Makes me not want to mark things resolved anymore. Even if the buyer replies back with something I don’t need to reply to…I still give it a thanks reply or something along that line.
We don’t know that Amazon isn’t emailing the buyer notifying them of the seller marking it resolved and then giving them a really easy little link in the same email to leave feedback.
