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This article applies to selling in: United States

Communicate Effectively With Customers

Selling on Amazon requires less communication from you to buyers than most other online sales channels, because much of the process communication is handled by Amazon.

  • Learn about customer communication policies for doing business on Amazon; be aware of when Amazon handles the communications to customers and when it is appropriate for your company to communicate (or not). Generally, you will not send communications to customers other than as necessary for order fulfillment and related customer service. Respond promptly to customer questions about the status of their order.
    Note: Amazon sends all order and shipping-related communications to customers. To avoid conflicting messages or confusion, do not send order or shipping-related communications to customers.
  • Fulfill all orders within the promised lead time and shipping windows, and ship exactly what you listed for sale.
  • Clearly explain your policies and processes, and provide other pertinent information. In addition, learn more about managing returns.
  • Keep in mind that customers have come to expect the same level of customer service from sellers that they receive from Amazon. Customer satisfaction is one of the most important performance measures we use to determine how well you are doing as a seller on Amazon. Learn more about the importance of seller performance targets and how seller performance is measured.
  • Be courteous and patient with customers when they request information, returns or refunds.
  • Learn about prohibited seller activities and actions.
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