You should have a recurring task in your schedule to check Seller Central for new Messages.
If the message fits any of the canned responses - just reply.
Using LastPass or the password given to you by your seller.
Go to Amazon Messaging System, and check the messages one by one.
Step 3: Reply to messages one by one
Reply the messages according to the following rules -
CASE 1: If the message fits any of the canned responses -
just reply.
Important! — Before pressing send always read the customer message and your reply again, and make sure it sounds ok.
CASE 2: If it's an Auto Responder,
for example: 'Out of Office' or 'I'm on a holiday, please email later', etc -
just mark the message as No Response Needed.
CASE 3: If it's a Special Case, do the following:
Alert your manager, and wait for a reply.
Once you have the reply, answer the customer.
Add the reply to the templates sections in Wiki, so you'll know how to answer next time.
What is considered a special case?
A customer complaint or request that doesn't exist in the templates.
Template exists, but it doesn't sound or feel good - DON'T FORCE THE TEMPLATE, ALERT MANAGER.
Any unusual email, or a unusual tone of the customer.
A customer that is extremely unhappy - alert manager, so that we not escalate the problem.