Summary
Section restructured with no new substantive requirements. Content reorganized, clarified, and supplemented with explanatory details and navigation guidance for existing IM Dissatisfaction Rate metric.
Why it matters
Sellers already operate under IM Dissatisfaction Rate rules. This change improves usability and clarity of existing tools (FAQ library, chatbot, reply recommendations, AI suggestions) but does not impose new compliance obligations, deadlines, or enforcement consequences.
Recommended action
Review updated best practices and tool guidance for customer messaging; enable AI Recommended Replies on September 12 launch to benefit from response quality improvements. No urgent compliance action required.
Some lines were shortened in the change preview. View full policy →
AI Recommended Replies:
Launching September 12 – During a chat, the system will offer real-time reply suggestions based on the customer’s message. These automated suggestions help sellers craft meaningful, high-quality responses, improving customer satisfaction. The feature is auto-enabled for all sellers, so you can start using it immediately.
Customer Insights:
To give sellers more context about each customer, the chat workbench displays useful information such as contact history, sentiment, order activity, and engagement. These insights help sellers prioritize messages and respond more effectively, improving the overall customer experience.
Stay up-to-date on your incoming messages Monitor your Chat Tool daily and enable notifications. Go to Seller Center Customer Messages > Settings > Notification Settings.
Monitor your Chat Tool daily and enable notifications.
Go to Seller Center Customer Messages > Settings > Notification Settings.
Prepare a list of Frequently Asked Questions (FAQs). Good FAQs are direct, actionable, and provide alternative solutions for your customers. Use a conversational tone, as if you are personally speaking to your customers. Some examples include: Q: Where is my order?
Q:
Can I change or cancel my order?
Q:
What if I receive a damaged or incorrect item?
Set up your automated replies Set up quick replies and build your FAQ library in three easy tools in Seller Center: Tool 1: Create Frequently Asked Question (FAQ) cards in the FAQ library to handle common customer inquiries. Ensure these are updated to tackle incoming customer queries, especially when you have delayed shipments. Go to : Seller Center > Customer Messages > Automation tools > Knowledge base > Add new FAQ
Set up quick replies and build your FAQ library in three easy tools in Seller Center:
Affects: Seller
Tool 1:
Create Frequently Asked Question (FAQ) cards in the FAQ library to handle common customer inquiries. Ensure these are updated to tackle incoming customer queries, especially when you have delayed shipments.
Go to : Seller Center > Customer Messages > Automation tools > Knowledge base > Add new FAQ
Tool 2:
Turn on Chatbot and toggle on all activities to keep customers updated about their shipment status, delays, and many more with your FAQs.
Go to: Seller Center > Customer Messages > Automation tools > Chatbot
Tool 3:
Use Reply Recommendations for FAQs like order status, shipping times, and return policies. These will appear within the chat window, making it easy to send quick, consistent responses.
Go to: Seller Center > Customer Messages > Automation tools > Reply recommendations
Train your customer service agents When responding to customer messages, it is essential to be professional, empathetic, and constructive. Provide clear, helpful answers to the customer’s question. Smalltalk messages (like “Hi” without follow-up) are not considered support and can negatively impact your satisfaction ratings. Address the customer's concerns, offer solutions if applicable, and avoid engaging in arguments or using negative language.
When responding to customer messages, it is essential to be professional, empathetic, and constructive.
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