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This article applies to selling in: United States

Contact a buyer using Buyer-Seller Messages

The Buyer-Seller Messages page enables you to contact customers when you need more information to complete an order or to respond to customer service questions.

If more than one person in your business handles buyer communications, you will need to enable their email addresses before they can communicate with your buyers. To enable or block an address, go to the Messaging Permissions page.

On the Contact Buyer page, certain contact reasons will be available for you to select based on the order status and specific product categories.

To contact a buyer, follow these steps:

  1. On the Orders tab, select Manage Orders.
  2. Locate the order that you want to contact the buyer about.
  3. In the Order Details column, click the name of the buyer when it is available to open the Contact Buyer page.
  4. Do one of the following:
    • Using your seller account: On the next page, select the contact reason, complete the message, and click Send.
    • Using your email: In the To field on the Buyer-Seller Messages page, copy the buyer’s encrypted email address. Then go to your email and use this address to contact the buyer. The buyer still won’t be able to see your email address.
    The above steps do not apply to Canceled Orders. For discrepancies or questions about the cancellation process, the buyer should contact Customer Service using the Contact Us form.
Delays: If your email provider delays sending messages to Amazon, the Buyer-Seller Messages page will reflect this delay.

Rejected email: If you send an email to a buyer that doesn't come from either your registered Buyer-Seller Messaging email address or from another approved email address, your message will be rejected. You can resend the message after you enable the email address you want to use. To enable or block an address, go to the Messaging Permissions page.
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