The Buyer-Seller Messaging Service lets you communicate with buyers in the Amazon store 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 firstname.lastname@example.org. Amazon then routes the emails to you via the encrypted alias.
For detailed instructions on how to use the Buyer-Seller Messaging Service, go to Communicate with buyers using the Buyer-Seller Messaging Service.
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 alias.
For more information, go to Buyer-Seller Messages FAQ.
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.
To enable Buyer-Seller Messaging for buyers to send you messages about your products: