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Problems with Buyers
Occasionally you may experience problems with your buyer. Most of the time the situation can be resolved quickly and amicably by communicating directly with the buyer via the Buyer-Seller Messaging Service.
Contacting your buyer
You can contact the buyer by email via the Buyer-Seller Messaging Service. Go to Your Seller Account and view your orders on the Manage Orders page. Locate the order, then click the buyer's name in the Contact Buyer column.
Each of your buyers has the right to leave feedback about you and the service you provide, so it is in your interest to provide a positive shopping experience for all your customers. Buyers leave a star rating and a brief comment about their experience of buying from you, which is made visible to all your potential customers. If you work hard at maintaining a good relationship with buyers, e.g. by dispatching their purchases promptly, answering emails quickly and courteously, and at all times maintaining a professional and friendly service, you will receive good ratings and attract more customers in the future.
If you have queries about a negative feedback rating that you believe to be unjustified, e-mail us.
Questions from buyers
Reply promptly and carefully whenever you receive an enquiry from a potential buyer. This is an opportunity for you to make a good impression and potentially obtain a good feedback rating at the end of the transaction.
After you've answered a buyer's question, you should consider adding the requested information to your product description for the benefit of other potential buyers.
NOTE: Please exercise caution when deciding to respond to enquiries for a picture, the condition of the item, or a listing ID - information that is already covered by your listing. Messages and pictures should only ever be sent through the Amazon Buyer-Seller Messaging Service. Do not communicate outside of the Amazon Buyer-Seller Messaging Service or disclose your email address to buyers or prospective buyers. Never begin a new email to an address copied from a forwarded email as this would be sent through your own email service provider and not the Amazon Buyer-Seller Messaging Service.
Our online community grows stronger as you share your experiences, both good and bad, with others. If you have trouble with a buyer, we suggest you first establish email contact to give the buyer an opportunity to resolve the problem. Many disputes stem from simple miscommunication, so an email can often be the most effective way to address such problems.
There may be occasions, however, when your counterpart in an online transaction fails to meet your expectations. Members of the Amazon.co.uk online community have a right to expect other members to obey all terms outlined in our Policies & Agreements (log in to Seller Central required). If you believe that a participant's actions are in breach of our Agreement or suspect that you have been the victim of fraud, e-mail us immediately.
Our first concern at Amazon.co.uk is maintaining a secure and safe marketplace. The Amazon.co.uk A-to-z Safe Buying Guarantee is designed to ensure that buyers enjoy a safe shopping experience, and you should read it before submitting a claim.
If your transaction is not covered under the Amazon.co.uk A-to-z Safe Buying Guarantee, make every effort to contact the other party and resolve the problem.
If you wish to submit a formal complaint to Amazon.co.uk, e-mail us.
Please use the e-mail address associated with your Amazon.co.uk Seller account.
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