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This article applies to selling in: United States

Buyer-Seller Messaging frequently asked questions

The Buyer-Seller Messaging Service facilitates communication between buyers and sellers in the Amazon marketplace. 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. You can treat the anonymized email alias the same way as a real email address. In addition, the anonymized email alias remains the same for all future contact with the same buyer.

How do I send messages that are critical to completing the order if my message was blocked?

If your message is critical to completing an order, and you are using the Buyer-Seller Messaging Service within Seller Central, follow these steps to send the message:

  1. Go to Manage Orders.
  2. Click the buyer's name in the list to go to Contact Customer page.
  3. Select the contact reason as Other and Additional Information Required as your subject, write your message, and click Send.

Using other subject lines will result in a bounce back message if the buyer has opted out. Buyers can also flag messages as inappropriate. Therefore, the content of your Additional Information Required messages should be limited to requesting only the information you absolutely need to complete the order.

If you are not using Buyer-Seller Messaging Service within Seller Central to send the message, include the word [Important], with brackets as shown, anywhere in the subject line. The email will not be blocked and you won't receive a bounce back message. You can use either capital or lowercase letters, but the word "important" must be surrounded by brackets to be effective. For example, the subject line "Need additional information" should instead be "[Important] Need additional information" or "Need additional information [Important]."

Note: Use of [Important] for non-critical messages may result in the suspension of your selling privileges.

What sorts of messages are critical to completing an order?

The following messages are considered critical to complete a buyer's order:

  • Product customization questions
  • Delivery scheduling
  • Issues with a shipping address

The following messages are not critical to complete an order:

  • Requests for seller feedback or buyer reviews.
  • Order, shipment, delivery, or refund confirmations. Amazon already sends these emails.
  • Proactive customer service. For example: product manuals, tips for using the product, answers to frequently asked questions, suggestions if something goes wrong.
  • Out-of-stock or delay notifications and offers of alternative products. Please cancel the order instead.

How do I block the bounce back message?

You can choose to stop receiving a bounce back message when buyers opt out of seller communications.

Warning: If you block the bounce back message, you won't be able to confirm whether a message to a buyer was blocked or delivered.

  1. Click Settings > Notification Preferences .
  2. Next to Messaging, click Edit.
  3. Clear the Buyer Opt-out check box, and then click Save.

As a seller, can I contact other sellers?

As a seller, you should not contact other sellers using the “Ask a question” feature on Sellers Storefront page on the Amazon marketplace. If you need to report Copyright, Trademark or Patent Infringement, see report an infringement .

Can I continue to use my existing email client?

Yes. You don't need to sign in to your seller account to communicate with a buyer.

Note: If you send emails to your buyers that don't come from either your account’s registered Buyer-Seller Messaging email address or from another authorized email address, they will be rejected. You can resend these messages after you authorize the email address you want to use.

When a buyer contacts me, where will it be sent?

The email will be sent to the customer service email address you entered on your Seller Account Information page.

How do I know whether Amazon has delivered my email to a buyer?

In Buyer-Seller Messaging, you can view communication that has been received by Amazon and delivered to the buyer.

How do I report a message from buyer?

To report a message, click Report Message button in Seller Central Inbox, Seller App, or the email you receive. Then select appropriate reason for reporting and click Report Message button to submit the report.

What should I do if I receive a suspicious message or spam?

You can report any suspicious activity of spam to Amazon by using ‘Report Message’ feature. See How do I report a message from buyer? on this page. While we cannot investigate every reported message, we analyze this data to identify patterns of suspicious activity and prevent such abuse in future.

After reporting a suspicious or spam message, should I respond to it or remove it from my inbox?

Once a message is reported, you are not required to either respond to the message or mark it as ‘No response needed’. There is no need to remove a reported message from your inbox.

How do buyers distinguish seller contacts from other email sent by Amazon?

Emails to a buyer will have your name in the From field.

Does a buyer have the same email alias across multiple sellers?

No. Buyers are assigned a unique email alias for each seller relationship.

Are there separate email addresses per thread?

No. The anonymized email alias remains the same for all contacts that you have with each individual buyer. Use the buyer's anonymized email address as a unique identifier to follow conversations across multiple orders.

Do I have to sign in into my seller account using the email alias?

No. The anonymized email alias is valid for Buyer-Seller Messaging only. Continue to use your personal email address to log in to your seller account.

Why does Amazon retain a record of buyer-seller contacts sent through Amazon?

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

I usually provide the buyer's email address to my delivery carrier to notify them about the shipment of the order. Can I do this with the anonymized email alias?

Yes. You can use the anonymized email address with the existing shipping carrier notification systems. The only difference is that the email comes to Amazon before it is routed to the buyer.

Is HTML email supported?

Yes. HTML email is supported between buyers and sellers.

Are email attachments supported?

Attachments up to 10 MB are allowed for messages sent from Seller Central for specific contact reasons. If you use your own e-mail service (for example, Outlook), the 10 MB limit is for e-mail text and any attachments combined.

You can send attachments to a buyer in your replies and receive attachments from buyers. Attachments are indicated by a paperclip icon shown below each message. The total allowed attachment size is 10MB.

The following document formats are supported:

  • Text files (.txt)
  • PDF files (.pdf)
  • Word documents (.doc and .docx)
  • Image files (.jpg, .gif, .tiff, .bmp, and .png)
Note: Amazon may remove any attachment that contains inappropriate content.

Is there a limit to the number of messages I can send each day?

Yes. You may not send messages more than 5 times your average daily order volume, plus an additional 600 messages. We send buyers an automated message when you confirm a shipment. Also, you can provide buyers with tracking numbers at the time you enter your shipment confirmation in Manage Orders.

I received a buyer message without an order ID. How can I find the buyer's order information?

When the buyer initiates a 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.

How long is the email alias? What is the format?

The email alias is 35 characters, including the domain. Here is an example:

t969vz2jn3bdsy7@marketplace.amazon.com

I have an email message from a buyer that doesn't need a reply. How can I stop it from counting toward my response-time calculation?

To mark a message that doesn't require a response, click No Response Needed below the message. 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 contact response time calculations.

How do I find messages that I have not responded to?

By default, Buyer-Seller Messaging will only show messages requiring your response. You can change this default filter by clicking on the Response Needed header and selecting a different filter.

How do I contact a buyer to ask them to post feedback?

For information on how to solicit feedback from buyers, see Soliciting Feedback on the Help page Improve your feedback rating.

Is there an anonymized email address per thread?

No, the anonymized email address that you receive is a unique email address per buyer and from your order processing perspective you can treat the anonymized email address in the same way as if it was the real buyer email address.

Can buyers opt out of messages from sellers?

Yes. Amazon allows buyers to opt out of receiving unsolicited messages from sellers. However, when buyers initiate contact with you, they can't opt out of responses from you. Buyers also can't opt out of messages pertaining to Handmade or Custom orders.

Why did I receive an email from Amazon that says my message could not be delivered?

A buyer can opt out of receiving unsolicited messages from all sellers. This means your email will be blocked, and you'll receive a bounce back message with instructions for how to contact the buyer in case of critical issues. This opt-out doesn't apply to responses to the buyer as long as you reply on the same message thread. If your response is blocked, please try responding to the buyer on the original message thread (instead of starting a new thread) and make sure that their original message is included in your reply.

Note: If you don't want to receive a bounce back message when a buyer opts out of seller communications, see "How do I block the bounce back message?" above.

What is templated messaging?

The Buyer-Seller Messaging Service has made proactive message templates available in Beta to improve the buying and selling experience. Sellers no longer have to create repetitive messages and customers receive standardized messages. We also translate the Amazon provided text in these messages to the customer’s language of choice.

Why are some options disabled?

We make a contact reason available to you based on the order status. For example, if the order has not been fulfilled yet, you will not have the option to contact that buyer regarding a return.

Is it possible for me to continue sending messages without using templated messaging?

Select the Other contact reason to expose the Subject drop down, then complete your message and click Send.

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