The Buyer-Seller Messaging Service 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 contacts you, Amazon assigns them an encrypted
alias like email@example.com. Amazon then routes the emails to
you via the encrypted alias.
For detailed instructions on how to use the Buyer-Seller Messaging Service, see Communicate with buyers using the Buyer-Seller Messaging Service.
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 a 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 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 benefits.
For more information, please review Amazon's guidelines in Customer product reviews policies.
For additional information about
responding to buyer feedback, see Resolve or respond to buyer
Benefits of Buyer-Seller Messaging
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 email
Increased security of buyer-seller communication.
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
For more information, see Buyer-Seller Messaging frequently asked questions.
Enable product questions for Fulfillment by Amazon (FBA) orders
If you fulfill your own orders, Buyer-Seller Messaging is enabled by default. FBA sellers
can turn on Buyer-Seller Messaging 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 purchases.
Note: FBA Buyer-Seller Messaging is for product
inquiries only. You can only respond to (and can't initiate) messages 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 Messaging for buyers to send you messages about your products:
On the Settings menu, select Notification
In the Messaging section, select Edit.
Select the Buyer Messages check box, and enter the email
address that you want Amazon buyers to send messages to about your products.