why are we now limited to 2 attachments in messages to buyers?
We need to send pictures of a fraudulent return to a customer in case they open an AZ claim on us, but Amazon now says we're limited to 2 attachments per message...anyone else seeing this?
why are we now limited to 2 attachments in messages to buyers?
We need to send pictures of a fraudulent return to a customer in case they open an AZ claim on us, but Amazon now says we're limited to 2 attachments per message...anyone else seeing this?
0 antwoorden
Seller_nRFmxiQg4EGrw
Yep, I was going to post about this myself. Had a customer ask for photos of a specific book. Took pictures of front, back, with and without DJ, and of the one flaw. Total 8 photos; nothing excessive.
Had to create 4 replies in order to send all of the images. Tried to create a .zip file to make it all one file, but apparently that is not allowed either.
PITA.
SEAmod
Hello @Seller_ZDUFw1qRNIbgB
I am sorry to hear about the limit of two attachments in messages to buyers. Thanks to @Seller_nRFmxiQg4EGrw for posting they had the same problem when a customer asked for photos a book. Please go ahead and send multiple messages to the buyer to protect against possible A-to-z claim. I will report your feedback to the partner team.
Susan
Seller_XKrRcjpW7oAWE
The whole email setup is terrible now, they want us to offer "customer service" yet buyers can opt out from messages even if its to resolve a simply issue or even if the customer was in the wrong and youd like more details ( I have found the buyers who give bad feedbacks , fault returns always have communication opted off ) and when amazon asks you to contact buyer its almost a slap to the face which they know we cannot. Customer service has gone down the drain, even 5 years ago although I had more emails , the contact was there and most issues would be resolved within buyer and seller. Now mommy amazon caters to buyers regardless of the seller, issues full refunds without consent, no returns, etc
SEAmod
Hi @Seller_ZDUFw1qRNIbgB and @Seller_nRFmxiQg4EGrw and @Seller_XKrRcjpW7oAWE and @Seller_G6MmWeWd95o8E
I have submitted a request to the business team asking why we reduced the number of attachments to only 2, and also asked them to return the allowed number to the original value before it was reduced to two.
Susan
Seller_vUgHEepiFOQ8U
As is ALWAYS the case, the fiends behind the scenes at Amazon just want to make things more difficult for the private seller. It is for no other reason than that.
Seller_Ha6JyVvDK6Ybs
By design Amazon does not want you to clearly image products anymore as their hope will be increase fraud and returns as it takes minimum 4 images to properly identify items. Do what we are doing send 1 image per message with multiple messages and annoy the hell out of customers! The Amazon Way making things more Stupid!
SEAmod
Hello @Seller_ZDUFw1qRNIbgB
I have located and now connected with the responsible Product Manager. Good first step! Now, I will be representing your interests so please keep adding to this discussion if you think your information will help me.
Thanks, Susan
SEAmod
Hello @Seller_ZDUFw1qRNIbgB
I will have more information from my POC November 8. I ask for your continued patience. Also, please see the thread I linked below which was posted yesterday.
Apparently, sellers may now add an attachment to a claim appeal.
SEAmod
Good news!
I am pleased to report that the issue with limited attachments to Buyer/Seller messages in SC has been addressed by my partner team. The following changes have been made to our attachment limitations:
- Sellers can send up to 5 attachments per message to the Buyer
- The supported attachment types are PDF, JPEG, JPG, PNG & XML
- Messages can only be 10MB in total size (including attachments)
These increases to the limitations were made available to Sellers WW as of yesterday, 11/14/24.
If Sellers have different file types they would like to attach, please convert the file to a supported type before attaching it to send. If Sellers have more than 5 attachments they would like to send, please merge related files together into one attachment (i.e. if a Seller wants to send 8 PDFs for return shipment labels, they can merge the 8 PDFs into 1 before attaching the single file).
Thank you for bringing this issue to our attention through the forums. Your participation allowed us to address the pain points and improve both the SX and the CX.
Best regards, Susan
@Seller_ZDUFw1qRNIbgB
@Seller_nRFmxiQg4EGrw
@Seller_G6MmWeWd95o8E
@Seller_Ha6JyVvDK6Ybs
@Seller_XKrRcjpW7oAWE
@Seller_vUgHEepiFOQ8U
Seller_nRFmxiQg4EGrw
Well, in honesty, this makes about 1 out of 100 similar complaints that has been addressed; it would be great if Amazon would listen to some of the other complaints (such as forcing short handling times on us as punishment for providing good service, or forcing us to new "improved" pages such as the new Manage Inventory that are far more awkward and slower than the old version), but this one is appreciated.
(sorry if I sound grumpy; i just created an FBA shipment; a process that used to take 8 mouse-clicks and one keystroke, and now requires a total of nearly 200. That's not even counting having to manipulate the packing list to put it back in order).
