Contact Customer

The "Contact Customer" tool is a feature on Amazon that allows brand owners to engage with customers directly via email in response to critical customer reviews, specifically 1-star or 3-star reviews. Here's an overview of how it works:

**Eligibility:**

- To qualify for the "Contact Customer" feature, brand owners must meet the following criteria:

- Have their brand(s) registered and associated with a Professional Seller Central account in good standing.

- Be assigned the 'Brand Representative' role from Brand Registry.

- Be the seller of record for the order associated with the review.

**Walk-Through:**

1. **Navigate to Customer Review:** Go to the Customer Review section on the Brands dashboard in Seller Central.

2. **Filter:** Brands can filter customer reviews by star rating (1-star or 3-star), brand (if applicable for multiple brands), or time period using filters on the left navigation bar.

3. **Contact Customer:** If the brand owner is the seller of record for a transaction that resulted in a critical review, they will see the "Contact Customer" option on the top right of the critical review.

4. **Contact Reason Selection:**

- **Courtesy Refund:** If the brand owner selects this option, an automated email will be generated offering a full refund to the customer.

- **Customer Support:** If additional information is needed before assisting the customer, the brand owner can select this option. An automated email will be generated requesting the customer's permission to be contacted via Buyer-Seller messaging.

5. **Send:** Click "Send" to initiate the contact. Note that email templates cannot be customized or modified.

6. **Customer Receives Brand Message:** Customers will be able to view the message within the Message Center in their Amazon account. When a customer replies to the brand owner's message, a buyer-seller message will be generated in Seller Central within the Messages page.

**FAQ:**

- **Customer Reviews Dropdown Issue:** If the "Customer Reviews" dropdown does not appear, the Admin user should review user permissions and ensure that "View and Edit" permissions for "Customer Reviews" are available under the Advertising header. The user should sign out and then sign back in to Seller Central. If the issue persists, a case can be submitted from the Brand Registry Administrator account to request "Brand Representative" access for the primary or administrator.

- **Inability to Reply to Critical Reviews:** Brand owners can contact customers who placed orders in the last year, regardless of where the order was sold. If the brand owner doesn't meet both prerequisites, they will see "Unable to contact customer" instead of "Contact Customer." Additionally, the review must be linked to a verified purchase.

- **Communication Guidelines:** Brands must adhere to communication guidelines in Seller Central. Brands are not allowed to attempt to influence customer ratings, feedback, and reviews, such as requesting the removal of negative reviews or the posting of positive reviews.