Sell on Amazon Sign in
This article applies to selling in: United States

Contact a buyer using the Buyer-Seller Messaging Service

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

If you have more than one person within your company handling buyer communications, you will need to enable their email addresses before they can communicate with your buyers. To enable an address go to Enable or block an alternate address to communicate with buyers.

To contact a buyer, follow these steps:

  1. On the Orders menu, select Manage Orders.
  2. Locate the order that you want to contact the buyer about.
  3. Click the name of the buyer in the Contact Buyer column.
  4. Do one of the following:
    • Using your seller account: On the next page, select the contact reason, complete the message, review 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 won’t be able to see your email address.)
    The above steps are not applicable 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 Messaging Service 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 an address go to Enable or block an alternate address to communicate with buyers.
Sign in to use the tool and get personalized help (desktop browser required). Sign in


Was this article helpful?
Thank you for your feedback
How can we improve this help page? Note: This form doesn’t create a support case. Please specify what you think is wrong with the content itself.
1000
What was helpful?
1000
Thanks again for your help!
Thank you for your feedback. If you have more questions, please Contact Us.

Reach Hundreds of Millions of Customers

Start Selling On Amazon


© 1999-2019, Amazon.com, Inc. or its affiliates