Help – SellerMail

SellerMail Help

0. Before you start any work in SellerMail, if you have more than one Seller Account, please make sure you are working in the correct account first by using the drop down menu in the upper right hand corner to select the account you want to work in. Any SellerMail work you do is specific to the Seller Account you are working in at the time.

1. If not already done, sync your ManageByStats account to your Amazon Seller Central account by following the instructions provided by ManageByStats.

2. Confirm your products are listed in ManageByStats. Click on the PRODUCTS tab to see them listed. This is needed because SellerMail messages that contain ASINs or SKUs not listed in your PRODUCTS tab will not save.

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3. Next, click on SELLERMAIL tab, then SETTINGS. Here is where you create your Email Senders. This is the email you want replies to go to from your customers.

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4. If you have Seller Accounts synced for different countries, make sure you select the one you want first. Then go to MESSAGES and create a new message.

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5. Give the message a name, and leave it on Active-Test. Then copy the data you want from your previous email system and paste it into the new SellerMail message (subject line and body of email).

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6. Select your Email Sender for the message.

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7. Set the same Email Rules you had from your previous email system.

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8. Then click ADD. If you see the message appear in your list of messages, you know it is able to be sent out. You can now add an attachment by going back into the message and scroll to the bottom.

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9. To test the message to see how it will look, click “Save & Test”. This will send a test message to you immediately.

10. Active-Test messages will be sent to you, not the customer. This way you can see what your messages look like before making them Active. Once you see the messages are how you want them, stop the emails in your previous system and immediately change the SellerMail messages from Active-Test to Active.

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Active-Test messages are green. Active messages are black.

This will enable a seamless transition where no email sequences will get messed-up and no customers will get missed.

© 2016. ManageByStats LLC.

SellerMail™ is an advanced automated email tool for Amazon Sellers.  When a sale occurs on Amazon, SellerMail can automatically schedule and send out a sequence of emails to the buyer, while giving you full control of what is sent and when it is sent, with customized email sequences for Brands, Product Lines (a ManageByStats exclusive) or individual Products.

In short, SellerMail lets you set up your own custom email sequence that will be sent to your customers at specific “trigger” points after they buy.

These points are:

  • Order Received by Amazon (Purchased)
  • Order Shipped (by either Amazon or Merchant) (Shipped)
  • Shipment Out For Delivery (Delivery Start)
  • Shipment Delivered (Delivered)

Once you’ve signed up for SellerMail you’ll setup your email templates and specify when emails will be sent.  You’ll be able to set Brands and specify different “send from” profiles, then monitor emails sent, manage your unsubscribes and monitor payments.

Each of those actions is a separate SellerMail section and will be covered below.

There are five basic sections under the SELLERMAIL menu.  When logged into ManageByStats click SELLERMAIL on the top menu and you see the following:

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The sections under SellerMail™ are:

  • Messages
  • Settings
  • Logs
  • Unsubscribed Emails
  • Payments

Each Section will be covered below.

Here’s where you set up your messages.  When you first sign up for SellerMail™ you’ll need to configure your first email messages.  Initially the Messages section will be blank.

Click the Add button to get started.

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You’re taken first to an option to either:

  • Start From Scratch
  • Copy An Existing Message
  • Use A Template Message

Start From Scratch will bring up a new template for you to create from scratch.

Copy will give you an option to make a copy of existing templates.

Use A Template will give you the option to select one of our pre-defined templates to use.  You can either use these templates as-is, or edit them like a normal template.

Make your selection and click Add.

NOTE: After you’ve made your selection, do not start editing the template yet.  First click Add to add it to the Messages.  After you click Add you can then look in the Messages list for that template, then open to edit.

Each new email template will be configured as follows.  Here’s the template for adding a new email:

Note: the  symbol by certain fields in the template shows more information is available.  If you hover over the symbol a fly-out box will give more info on that field.

Fields with an orange asterisk are required.

To create your email template fill out the fields as follows.

Message Name:  this is for your reference only.  It will only show in the Messages list in ManageByStats, so you can identify each message.

For example, say one of your products is called the Tiger Gripper, and the email template you’re creating will be for when that product is Shipped.  You might call the email “TG Shipped”.

The purpose of the Message Name is for your organization, so use whatever works best.

Status:  there are three options:

  • Active
  • Active-Test
  • Inactive

Active means the email will be sent when triggered.

Active-Test means the email will be sent when triggered, but not to the customer.  Active-Test emails will be sent to your test email address.  See the Settings section for more on setting the test email address.

Inactive means the email will not be sent.  You can set an email to Inactive but keep it saved and ready for when you want to make it Active.

Email Subject:  what will appear in the subject line of the email.  In the Tiger Gripper example, you might make it something like: “Your Tiger Gripper Has Been Shipped . . .  order ${order-id}”  This is up to you and what you feel will best relay the intent of that email to the customer.

Note:  the ${order-id} is a variable that will insert the customer’s order ID.  See the info in the Email Body description below for more on the variables that can be used.

Here’s what the top section of the email template might look like when filled out:

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Next is the body of the email.  SellerMail provides an interface for you to compose an HTML-rich email, complete with specialized variables (such as the “${order-id}”), which will be discussed below.

Email Body:  type the body of your message directly in the provided field, exactly as you would if typing in a document.  You can highlight text and choose options like B for Bold from the top menu, set indents, lists, text color and font size – many of the same things you can do in a regular document.

Once you’ve written the email use these tools to create the look and feel you want.

Note:  if you know HTML you can also click the Source button to see the body in raw form, with the HTML tags, and manipulate the text that way.

Here’s an example of an email body:

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Notice that quite a few variables were used in the above example.  These are selected from the Insert … pulldown menu.  As we saw you can also insert any of those variables in the email subject line – though when using variables outside the Email Body field you’ll need to type it manually.  The Insert button only works in the Body.

Here’s a list of those variables and their definitions.  Many are self-explanatory, in fact most are, but we’re including them all here, even the painfully obvious ones ☺ :

  • ${buyer-name} = customer full name
  • ${first-name} = customer first name only
  • ${buyer-email} = customer email
  • ${recipient} = name of the ship-to recipient (often the same as buyer-name)
  • ${logo} = your company logo for the selected Email Sender account
  • ${order-id} = the order number
  • ${order-url} = the URL to see the order inside the buyer’s Amazon account.
  • ${order-link} = a clickable link to the order inside the buyer’s Amazon account.
  • ${sku} = the product SKU
  • ${asin} = the product ASIN
  • ${product-name} = the full product name
  • ${carrier} = the carrier assigned to delivery
  • ${tracking-number} = the shipping tracking number for the assigned carrier
  • ${tracking-link} = a clickable link to the carrier’s tracking information
  • ${ship-address1} = first address line of the Ship-to address
  • ${ship-address2} = second address line of the Ship-to address
  • ${ship-city} = Ship-to city
  • ${ship-state} = Ship-to state
  • ${ship-zip} = Ship-to zip code
  • ${ship-country} = Ship-to country
  • ${ship-phone} = Ship-to phone
  • ${feedback-url} = the URL to use to provide feedback on this order
  • ${feedback-link} = a clickable link to provide feedback on this order
  • ${excellent-feedback-url} = the URL to use to provide positive feedback on this order
  • ${excellent-feedback-link} = a clickable link to provide positive feedback on this order
  • ${product-review-link} = a clickable link to write a product review on this product
  • ${contact-url} = the URL to use to contact the seller by email
  • ${contact-link} = a clickable link to contact the seller by email
  • ${unsubscribe-link} = a clickable link to unsubscribe from emails relating to this order
  • ${store-url} = the URL for Seller’s Amazon storefront ratings page
  • ${store-link} = a clickable link to Seller’s Amazon storefront ratings page
  • ${alt-store-url} = the URL for Seller’s Amazon storefront products page
  • ${alt-store-link} = a clickable link to Seller’s Amazon storefront products page

Note:  any variable that ends with “-url” will show that particular URL in the body.  Any variable that ends with “-link” will conceal the URL behind text you specify.  You specify text by adding a colon and text after the “-link”.

Here’s an example:

The text,

… Thanks for shopping!  Check out more at ${store-url} when you have time!

Becomes,

… Thanks for shopping!  Check out more at http://www.amazon.com/shops/tigerpawmania when you have time!

And the text,

… Thanks for shopping!  Check out more at ${store-link:TigerPawMania} when you have time!

Becomes,

… Thanks for shopping!  Check out more at TigerPawMania when you have time!

In that case they’re directed to the URL link when they click “TigerPawMania”.

 

TRANSFERRING FROM OTHER SERVICES

If you’re using another service currently, and are switching to SellerMail, you can use your existing templates in SellerMail.  To do that you have two options.

Copy with No Formatting

The most direct way, but you’ll have to fix the formatting in SellerMail after you copy.

To Copy the template from the other service, in your other service highlight the text in the email template and choose Ctrl + C to copy.

In SellerMail, choose Ctrl + V to paste the email into the Email Body for the template where you want to use it.  SellerMail will update the variables from the other service.

You will then need to go through and make sure the template is formatted correctly.

Copy with Formatting

To Copy the template from the other service with formatting, in your other service choose to view the text using HTML or Code or Source (to show the formatting), then highlight that text in the email template and choose Ctrl + C to copy.

In SellerMail, for the Email Body choose the Source button.  Then do Ctrl + V to paste the email into the Email Body for the template.  You will see the email from the other service complete with formatting tags.  SellerMail will update the variables from the other service.

Click the Source button again in SellerMail to hide the tags and you’ll see your email as it should appear.

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Next step in setting up the template is to select the Email Sender, or who the email will come from.  Note that the Email Sender accounts are set in Settings, which we will cover next.  For now, in this example, we’ll make a selection.

Email Sender:  the mail account from which the email will originate.  Accounts are set under Settings.

Note that this address will be converted to an Amazon address as it will come through their system.  When/if the customer replies, it will go back through Amazon to you.

( If this is your first email template and you don’t yet have a mail account set up – which is likely the case if you’re following these instructions straight through – you can Save this template now, at the bottom of the screen, then go create your mail account (or accounts) under Settings, then come back to the template and finish. )

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Next step is to fill out the Rules section, which will specify the rules for sending this email.

Send message:  this is the delay (if any) for when the message will be sent after the trigger event.  For example, if this is an email that will be sent after the item is Purchased, you can specify a delay for when the email will be sent.  The default is no delay.

  • Blank or 0 = ASAP
  • 0.25 = 6 hour delay (you can do fractions of a day)
  • 2 = 2 day delay
  • Etc.

After:  this is the trigger event after which the email will be sent.  Options are:

  • Purchased = after the customer makes the purchase
  • Shipped = after the product is shipped
  • Delivery Start = after the product is out for delivery
  • Delivered = after the product is delivered

For SKU/ASIN:  here is where you enter the SKU or ASIN that the email will apply to.  Leaving the field blank means all your products.  Separate multiple entries with a comma.

But Exclude for SKU/ASIN:  if you have SKUs or ASINs to exclude you can use this field for that.  This could be useful in a case where you have many products and only want to exclude a few.  In that case you could leave the “For” field blank (which will include all products), then put the few products you want excluded in the Exclude field.

For Order Number Ending With:  this it for split (A/B) testing.  You can use this as a filter for testing the email against a select group of orders.  To do this put a range of numbers.  For example, if you put in 12345 this message will be sent only if the order number ends with one of the digits 1,2,3,4 or 5.

Leave this field blank if not doing split testing.

Refund Type:  there are a few refund type options.  The default is to Ignore.

  • Ignored = refund status will not be taken into consideration
  • No refunds ever = the email will only be sent if the customer has never refunded from this seller
  • No refund on this order = the email will only be sent if the customer has not refunded this order
  • Got refund on this order = the email will only be sent if customer DID refund on this order
  • Got refund on past order = the email will only be sent if the customer has refunded in the past from this seller.

 

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Repeat Buyer Type:  This is ignored by default.  If you make another selection it will add additional fields to be filled in.

Ignored = email is not restricted by repeat buyer status.

Any product = email is restricted by how many times buyer has bought anything from seller.

Selected SKUs = email is restricted by how many times a buyer has bought any of the specified SKUs from Seller.

Other SKUs = email is restricted by how many times a buyer has bought any product from Seller other than the specified SKUs.

Repeat Buyer:  you can restrict who this email is sent to by repeat buyer status.  You can specify only those users who are purchasing it for the 1st time, or 1st time buyers and from there on out.  You can specify only the 2nd purchase, the 3rd, etc.  Select the option that will best apply for this particular email.

Note: If you choose certain options then this will ONLY send to the specified Repeat Buyer, and not to first time purchases.

Example: Choosing 2nd and Subsequent Purchases will only send that email to anyone who has purchased for the second time and any subsequent time. First time buyers will not get that email.

Apply only to those SKUs:  list the SKU/ASIN that the Repeat Buyer Type applies to.  Separate multiple SKUs or ASINs with commas.

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SAVING:  Save & Test saves the email template and sends a test to your specified test email address, Save saves the email template and goes back to the Messages screen, and Cancel cancels any changes and returns to the Messages screen.

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Beneath each email template are stats on that particular email.

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This shows month by month for the past year, along with a running Total at the top.  Figures are how many emails were sent out, and how many were opened.  Opened is will be lower than actual opens, as some email clients (like gmail) don’t allow accurate tracking of opens.

This is where you configure your user accounts:

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Click Add to set up your first account.  There are four basic bits of info to fill in:

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Name:  this will be the name for the account, and should be descriptive.  It is for your reference.  Typically this would be something descriptive, like the Brand or similar.

Email:  this is the email address where you want to receive any replies for this account.

Note that this address will be converted to an Amazon address as it will come through their system.  When/if the customer replies, it will go back through Amazon to you.

Logo File:  if you have a logo file you can upload it here.  If you add a logo and you use the ${logo} variable in the Email Body the logo will be inserted in the email.

Test Email:  this is the email address the system will use if you send a test version of the email.

Here’s one filled in:

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Accounts then appear under the Settings section of SellerMail:

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The Logs show emails that were sent.  When an email is sent by the system it shows in the logs, with the following info (columns):

Send Date Time:  when that email was sent.

Message Name:  the name of the message.  This is the name you gave it when setting up the template.

Mail Email:  who the email was sent to.  In almost every case this is going to be the Amazon assigned email for the customer.

Mail Subject:  the subject line of that email, as it appears for the customer.  If a variable was used in the Subject line, such as the order ID, it will be filled in.

You can also click the Detail button on any line to see the details for that email:

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The email Detail shows the body with its HTML tags.  Use the Detail screen if you need to troubleshoot a particular email, to see more info on how it was formatted.

Anyone who has unsubscribed will show here.  Their email and the date they unsubscribed will be shown.  Those emails will not be sent future emails.

You can also upload a list.  The file needs to be a CSV file.  If you have it in Excel, for example, make sure that you choose Save As and select the file type of .CSV.

Once you have the CSV file with the Amazon customer emails, under Unsubscribed Emails click the choose file button.  The system will ask you to specify the column you want to upload.  Choose the email column and click Ok.

The customer emails will now appear in the list and will not be sent emails by SellerMail.

For each SellerMail™ subscription there is an overage charge for emails that go beyond the subscription threshold.  That info and any overages are given here.

Thanks for setting up and using SellerMail!  SellerMail™ is an automated solution for maintaining positive customer engagement through the sales and delivery cycle.  This is a “value add” on both sides of the equation.  For you, as a Seller, it adds huge value to your service and nourishes the relationship between you and your customer – the positive effects of which can’t be overstated.

For the customer, it lets them know they’ve got a Seller who cares.  These sorts of confirmation/check-in emails have proven time and again to be effective – and appreciated – and have been shown to build positive rapport with the Seller.

SellerMail is the latest feature in ManageByStats.  With it you now have a valuable, automated way to push your positive customer contact into a whole new range.

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