24 Hour SLA Messaging Response Requirement
We are shifting our hours so that our employees no longer work weekends. As a result, it will be tricky for us to respond to inquiries that come in over the weekend. What happens if we do not respond to customers within the 24 hour SLA response time?
24 Hour SLA Messaging Response Requirement
We are shifting our hours so that our employees no longer work weekends. As a result, it will be tricky for us to respond to inquiries that come in over the weekend. What happens if we do not respond to customers within the 24 hour SLA response time?
0 replies
Seller_eyq5Q5mIyV5gu
Nothing really happens.
I do think they keep track of the percentage of customers go over 24hours and it may be reflected somewhere. But you shouldn't / don't get punished for it.
Although I only work Mon-Friday I do tend to check messages on Saturday / Sunday morning on my app just in case. Even if it is only to respond by saying that we will reach out to them on our next business day.
SEAmod
Hi @Seller_cvSw1fVdMyzar
I see that @Seller_eyq5Q5mIyV5guprovided you with information regarding how they handle their business responses. I do think it is a good idea to check the state of your orders over the week-end, especially if it should be a three day week-end due to a holiday.
The expectation is to respond to buyer messages within 48 hours, however, it is good customer service to respond in 24 hours. I like that @Seller_eyq5Q5mIyV5gulet's them know they will reach out on their next business day.
Thank you for selling on Amazon.
Susan
