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Service Cloud integration with Amazon Buyer-Seller Message to create ticket

phoenixlu2023
Employee
Employee
0 Kudos

Hi everyone, I have a quick question to check whether anyone has experience to utilize SAP Service Cloud to pull the buyer-seller message from Amazon site in and create related ticket in service cloud for service agent to follow? We have a customer with plenty of such site messages to follow by their service team..so appreicate if you experience in such integration. Thanks.

Accepted Solutions (1)

Accepted Solutions (1)

former_member861623
Discoverer

Hello,

the easiest way to achieve this is via the email settings.

In the Amazon account, you can set an email address for customer communication under "Notification preferences" (scroll down to "Messaging", the option "Buyer messages" is what you are looking for). If this email address is set up in the Service Cloud, tickets can be generated autimatically from the incoming emails. The responses from the Service Cloud are also transmitted to Seller Central.

Important: If the sending address from the Service Cloud differs from the receiving address, this must be stored in the whitelist in the Amazon account, otherwise the messages will be blocked by Amazon.

Hope that helps!

KR, Annegret

phoenixlu2023
Employee
Employee
0 Kudos

Hi Annegret,

Thanks for your information.


We were thinking to setup the email address to forward the buyer message to Service Cloud email as well. But there may be an issue to reply the message by email within service cloud ticket according to the Message API documentation from Amazon website below link, it says that we cannot use API to respond to the messages from buyers. So I am confused whether the way we consider to just reply the message by email will work. Can you check out the API document and see whether it will work from your understanding or we need to build some kind of “Send Amazon Message” action in Service Cloud ticket to utilize this Messaging API to respond to message from buyers? Thanks!

https://developer-docs.amazon.com/sp-api/docs/messaging-api-v1-use-case-guide

With the Selling Partner API for Messaging (the Messaging API), you can build applications that let sellers send messages to buyers after they place an order. Sellers can send a variety of message types. These include asking order related questions, arranging a delivery, requesting the removal of negative feedback, and more. The Messaging API can send messages to a buyer even if the buyer has not contacted the seller first. You cannot use this API to respond to messages from buyers.


Best Regards

Phoenix

former_member861623
Discoverer

Hey Phoenix,

We don't use an API for customer contacts, so unfortunately I can't say much about that, but from my point of view an API connection is not necessary.

Maybe a quick picture of how we work with it.

When we import the orders into our S4/Hana, we import a crypted email address of the customer in the master data.

We can use this for transactional emails or proactive customer communication.
The address can be emailed normally, and the messages will also appear in Seller Central.

Buyer messages work a little differently.

The buyer's message arrives at the address stored under the Notofication Preference.

The sender of the email is a cryptic email address that is individually linked to the customer.
If one replies to this email address, the email sent by us is "forwarded" to the customer via the Amazon server.

So the customer receives our reply e-mail to his address, which he has deposited with Amazon.
In addition, the communication can be viewed in the Amazon account under "Messages". This then applies to both incoming and outgoing messages.

We have been working in this way for 3 years now (with 4 different Amazon accounts) and have had no problems so far.

KR, Annegret

phoenixlu2023
Employee
Employee
0 Kudos

Hi Annegret

Thanks for your detail expalnation. It is good to know that its been working in your current Amazon account with Service Cloud. Appreciate your sharing!

Best Regards

Phoenix

Answers (0)