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This article applies to selling in: United States

Buyer-Seller Messaging Service overview

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 a222d34b3891234b@marketplace.amazon.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.

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 alias.

Benefits include:

  • 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 Amazon.

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:

  1. On the Settings menu, select Notification Preferences.
  2. In the Messaging section, select Edit.
  3. Select the Buyer Messages check box, and enter the email address that you want Amazon buyers to send messages to about your products.
  4. Select Save.
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