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.
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:
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]."
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.
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 .
Yes. You don't need to sign in to your seller account to communicate with a buyer.
The email will be sent to the customer service email address you entered on your Seller Account Information page.
In Buyer-Seller Messaging, you can view communication that has been received by Amazon and delivered to the 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.
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.
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.
Emails to a buyer will have your name in the From field.
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. Use the buyer's anonymized email address as a unique identifier to follow conversations across multiple orders.
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.
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
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.
Yes. HTML email is supported between buyers and sellers.
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:
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.
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.
The email alias is 35 characters, including the domain. Here is an example:
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.
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.
For information on how to solicit feedback from buyers, see Soliciting Feedback on the Help page Improve your feedback rating.
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.
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.
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.
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.
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.
Select the Other contact reason to expose the Subject drop down, then complete your message and click Send.