The Buyer-Seller Messages page facilitates communication between buyers and sellers in the Amazon store. It allows buyers and sellers to communicate with each other in ways that help protect the privacy of both parties, including assigning a unique, anonymized email alias to each buyer. Sellers can use the anonymized email alias the same way as a real email address. Furthermore, the anonymized email alias remains the same for all future contact with the same buyer. Buyers receive assigned a unique email alias for each seller relationship.
You can now use templates that have Amazon-supplied content so that you do not have to enter repetitive content. These templates bring consistency to the style and tone of messages buyers receive. Additionally, the text provided by Amazon will be automatically translated into the default language of your buyer’s store.
On the Contact Buyer page, contact reasons are available for you based on the order status and specific product categories. For example, if the order has not been completed yet, you'll see the option to contact the buyer to report an unexpected problem, but you won’t yet have the option to contact the buyer regarding a return.
A buyer can opt out of receiving unsolicited messages from all sellers. This means that your email will be blocked, and you will receive a bounce back email with instructions for contacting the buyer in case of critical issues. This opt-out does not apply if the buyer messages you first, as long as you reply on the same message thread. If your response is blocked, try responding to the buyer on the original message thread (instead of starting a new one), and make sure that their original message is included in your reply.
Yes, Amazon allows buyers to opt out of receiving unsolicited messages from sellers. However, when buyers initiate contact with you, they cannot opt out of responses from you.
Amazon does not block messages if they are necessary for completing an order. If your message was blocked, it is either because the buyer opted out of non-critical messages from sellers, or Amazon treats the selected contact reason as one that is not critical for completing the order.
See Send a critical message to a buyer for instructions.
The following messages are considered critical to complete a buyer's order:
The following messages are not critical to complete an order:
You can choose to stop receiving a bounce back message when buyers opt out of seller communications.
By default, you will see messages requiring a response when you first navigate to the Buyer-Seller Messages page. You can change the filter by clicking on the Response Needed dropdown and selecting a different option.
To mark a message that does not require a response, click No Response Needed below the message on the Buyer-Seller Messages page. You can also click the Mark as no response needed link in the email you received. Either of these actions will exclude the message from response time calculations.
Yes. You do not need to sign in to your seller account to communicate with a buyer.
Yes. We use the following formula to set the maximum number of daily messages you may send: 5 times your average daily order volume, plus an additional 600 messages.
It is not necessary for you to send separate shipment notifications or tracking numbers using Buyer-Seller Messaging since Amazon sends those on your behalf when you confirm a shipment from the Manage Orders page.
The email alias is 35 characters including the domain. Here is an example: email@example.com.
No. Buyers are assigned a unique email alias for each seller relationship.
No. The anonymized email alias remains the same for all contacts that you have with each individual buyer. This way, you can use the buyer's anonymized email address as a unique identifier to follow conversations across multiple orders.
Yes, HTML email is supported between buyers and sellers.
You can send attachments to a buyer and receive attachments from buyers. See Send attachments to buyers.
When the buyer initiates contact from outside the order page, the message may not include an order ID. You can find a buyer's order ID by searching for the anonymized email alias in Manage Orders. Their email alias is included in the From field of the message you received.
By maintaining a record of contacts between buyers and sellers, we can arbitrate disputes faster by ensuring that the Amazon Dispute Resolution Team has access to all buyer-seller communications when reviewing A-to-z Guarantee claims and chargebacks.
No. As a seller, you must not contact another seller using the "Ask a question" feature on the seller’s storefront page. If you have to report copyright, trademark, or patent infringement, see the Report Infringement page.
To report a message, click the Report Message on your Buyer-Seller Messages page, the seller App, or the email you receive. Then select the appropriate reason for reporting and click the Report Message that is displayed at the bottom of the message to submit the report.
Use the Report Message to report any suspicious activity to Amazon, such as messages you think are spam. While we cannot investigate every reported message, we analyze this data to identify patterns of suspicious activity and prevent such abuse in future. Once a message is reported, you are not required to respond to the message or mark it as No response needed. There is no need to remove a reported message from your inbox.
Your messages to a buyer will have your business name in the From field instead of displaying Amazon in a buyer’s email inbox. Once the buyer opens your message, we state your business name in the message’s body text.
If a buyer contacts a seller directly regarding delivery status, lost or damaged items in an FBA order, ask the buyer to contact Amazon Customer Service. You can use the following templates: Japanese, English.
Amazon does not contact buyers on behalf of sellers. Even if you receive a message "We were not able to send this message to your customer's email address because the email was bounced by their email service provider", the buyer can still check the message you sent through their account service on the Amazon website. Wait for a response from the buyer.