Prompt responses by sellers to questions from buyers from ordering to the receipt of the item is an important factor for securing a high level of satisfaction from buyers.
Our research shows that orders with messages responded to within 24 hours receive 50% less negative feedback compared to orders with messages responded to after more than 24 hours.
In order to increase sales volume on Amazon, it is recommended that you reply to inquiries sent by buyers on Amazon within 24 hours.
In addition, if an inquiry sent by a buyer who has placed an order is left unanswered for longer than 72 hours, the buyer may file an Amazon A-to-Z Guarantee claim against the order.
Please try to reply to inquiries as quickly as possible in order to maintain good performance.
To view inquiries from buyers, click the Messages link displayed at the top right of the Seller Account page to access the Buyer-Seller Messaging Service
In addition, messages from buyers are displayed on the Seller Central home page, and the Buyer-Seller Messaging Service can be accessed by clicking the Number and Received messages links.
Copies of sent messages are sent to the email address registered to your Seller Account.
To learn more about the Buyer-Seller Messaging Service, please visit this help page.