All sales orders in Brightpearl must be assigned to a contact record. When an Amazon order is downloaded into Brightpearl, a contact record will be created.
Amazon Personally Identifiable Information (PII)
Amazon's Data Protection Policy requires Amazon customers' Personally Identifiable Information (PII) to be obfuscated after it is no longer necessary to fulfill orders.
This means that 30 days after an Amazon order is fulfilled or cancelled, any PII on the customer record will be obfuscated.
This includes, but is not limited to:
- Buyer’s first and last name
- Buyer’s email address
- Buyer’s phone number
- Buyer’s Address Line 1 and Address Line 2
Please check out Amazon’s Data Protection Policy page for more information.
When an order downloads from Amazon, some customer details are provided so that a record can be created for them. Amazon only provides a limited amount of information:
- Buyer's first and last name
- Buyer's email address (generated by Amazon, unique per user marketplace)
- Buyer's delivery name and address
- Telephone number
The customer will automatically be assigned to the price list selected on the Amazon marketplace set up in Brightpearl.
If the customer has purchased from you via Amazon multiple times in a 30 day period, Brightpearl will only create one contact record to assign to those sales.
New sales will be assigned to the existing customer record by matching the customer's email address. Once the last sale placed by the customer exceeds that 30 day period, the contact details will be obfuscated and a new customer record will be created for any further orders placed via Amazon.
Customers buying on multiple marketplaces
Since each marketplace gives the customer a different Amazon email address, a new customer record is created per marketplace through which they buy your products.
Merging duplicated customers
There may be times where you recognize a customer (from Amazon) who has purchased from you through other channels or through separate Amazon Marketplaces and you have a duplicated customer record for them.
It is possible to merge these records into one, but it is not recommended as the PII data of a contact linked to an Amazon order will be obfuscated 30 days after the Amazon order is fulfilled or canceled.
Updating / changing customer details
If the customer updates their details on Amazon, for example their name or email address, a new order will still be linked to the same customer record in Brightpearl. Since Amazon will continue to use the same Amazon generated email address it is still matched during the download (assuming it was placed within 30 days of the previous order).
If the customer updates their billing details, the contact record in Brightpearl will not be affected.
If the customer chooses a different delivery address than previously used, the customer record is not updated, but the order will use the new delivery address. The billing address on the order will be the same address as on the customer record.
If the customer’s Amazon email address is changed or removed from the Brightpearl record it will no longer be possible for the integration to match the record with a new order. Therefore a new customer record will be created.
Communicating with customers
Amazon provides only the Amazon generated email address which ensures any communications with the customer goes via their content control. Amazon are keen to ensure all communication with their customers are of a high standard, and if an email is sent to the Amazon generated email address via Brightpearl it is likely that it will not be received by the customer. All communication should be sent through Amazon Seller Central.
Amazon will send emails to your customers automatically when they place their order and when the order is shipped. It is not possible to deactivate these.
Brightpearl will also allow you to send shipping confirmation emails (at packing) but since you may only have the Amazon generated email address and they already send one on your behalf, it is not required for Amazon sales.