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This article applies to selling in: United States

Contact a buyer using the Buyer-Seller Messaging Service

The Buyer-Seller Messaging Service enables you to contact buyers when you need more information to complete an order or to respond to customer service questions.

If you have more than one person within your company handling buyer communications, you will need to enable their email addresses before they can communicate with your buyers. For more information, see Buyer-Seller Messaging Permissions.

On the Contact Buyer page, we provide contact reasons for you to select based on the order status and specific product categories.

To contact a buyer, follow these steps:

  1. Go to the Orders menu, select Manage Orders.
  2. Locate the order that you want to contact the buyer about.
  3. In the Order Details column, click the name of the buyer to open the Contact Buyer page.
  4. Do one of the following:
    • Using your seller account: On the next page, select the contact reason, complete the message, and click Send.
    • Using your anonymized email alias: In the To field on the Buyer-Seller Messages page, copy the buyer’s encrypted email address. Then go to your email and use this address to contact the buyer.
    Note: The buyer won’t be able to see your email address.
    The above steps are not applicable to canceled orders. For discrepancies or questions about the cancellation process, the buyer should contact Customer Service using the Contact Us form.

Delays: If your email provider delays sending messages to Amazon, the Buyer-Seller Messaging Service will reflect this delay.

Rejected email: If you send an email to a buyer that doesn't come from your registered Buyer-Seller Messaging email address or from another approved email address, your message will be rejected. You can resend the message after you enable the email address you want to use. For more information on how to enable an address, see Buyer-Seller Messaging Permissions.

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