The Buyer-Seller Messages page lets you communicate with buyers in the Amazon
marketplace via email or Seller Central. The service uses encrypted email addresses for
both buyers and sellers. For example, when a buyer who contacts you, Amazon assigns them an
encrypted alias like firstname.lastname@example.org. Amazon then routes the emails to you via
the encrypted alias.
Guidelines for contacting buyers
In general, you can contact a buyer
only to complete an order or to respond to a customer service question. You can’t
contact a buyer (including via email, physical mail, telephone, or otherwise) for
marketing or promotional purposes, or initiate contact with a buyer about a return
containing an FBA (Fulfillment by Amazon) product designated as a gift.
If you send a permitted email to an Amazon customer, your message cannot include:
Links to any websites
Links to Amazon detail pages or storefronts
Seller logos if they contain or display a link to the seller's website
Any marketing messages or promotions
Any promotions for additional products or referrals to third-party products or
In any communication you have with buyers (including shipping box inserts), you
cannot ask them to leave a positive customer review for your product, or to leave a
review only if they had a positive experience with your product. Similarly, you cannot
ask only customers who had a positive experience with your product to leave a review. It
is also prohibited to offer them any compensation for a review, including money or gift
cards, free or discounted products, refunds or reimbursements, or any other future
For more information, please review Amazon's guidelines in Customer product reviews policies.
Benefits of Buyer-Seller
Buyer-Seller Messaging keeps a record of all buyer-seller correspondence. Even when you
respond using your personal or business email, the service records it using an encrypted
Increased security of buyer-seller
One place to view all your sent and
received messages, whether from the service or from your email system (including
Outlook, Hotmail, Gmail, Thunderbird, GMX, and so on).
Improved buyer-seller communication to
help reduce disputes and claims.
A record of all buyer-seller
correspondence, resulting in faster dispute resolution by Amazon.
For more information, see Buyer-Seller Messaging frequently asked
Enable product questions for FBA
If you fulfill your own orders, Buyer-Seller Messages are enabled by default.
Fulfillment by Amazon (FBA) sellers can turn on Buyer-Seller Messages to respond to
specific product questions and help improve the FBA buyer’s experience. Your specialized
product knowledge can help reduce product return rates and encourage repeat
Note: FBA Buyer-Seller Messages are for
product inquiries only. You can only respond to messages, not initiate contact, about
returns containing an FBA product designated as a gift. Customer service-related
inquiries on Amazon-fulfilled orders, such as how or where to return a purchased item,
should be redirected to Amazon Customer Service.
To enable Buyer-Seller Messages for buyers to send you messages about your products:
On the Settings menu,
select Fulfillment by
Under Product Support,
Select Enable, and then