Upcoming changes to the Communication Guidelines
We are making changes to the Communication Guidelines that will go into effect on December 3, 2019. The key changes are available for review here.
SEAmod
Hello Sellers,
We would like to clarify that Amazon’s Buyer-Seller Messaging policies have not changed. Sellers have told us in the past that the policy page was confusing so we have refreshed the language to make it clearer. We apologize for any confusion this may have caused and hope the refreshed language is helpful. We wish you continued success selling on Amazon.
Susan
90 replies
Seller_QxZTy0MbQEp3L
Will it violate the policy if I send follow up message to buyers to check if they have received their products and provide product instruction in text?
Seller_jpgNlMMDG9J3D
- More than one request for a product review or seller feedback
It is unclear to me and many other sellers whether the following constitutes multiple requests for a product review: sending an email with a request for a product review and clicking on the “Request Review” button in the order detail’s page. In this particular case, there is a single request for a review via email, but the other request (via a button click) may or may not be considered a duplicate request.
What is the official Amazon stance on that?
Seller_Pm5AorUWcpRRJ
Excellent, protecting the customers email box is key and I have actually discontinued further communication with the buyers unless contacted. I would like for someone on the Amazon team to be a person that thinks about the sellers in terms of building their audience. It’s not all about Amazon, sellers should be able to build their audience also. When creating rules and restrictions there should be someone asking, when we make this restriction is there something we can do to offset or make this better for sellers also? If we take something away from sellers (a restriction) how can we in turn enhance? Thank you in advance for any member of the Amazon team for reading this and at least considering it. Thank you also for the ability to sell on one of the biggest platforms ever created. Use your power wisely. Respectfully - Wyatt
Seller_WYzkRK8j2h89l
This is still a bit confusing. It would be helpful if there were either an FAQ section here or a list of common scenarios that are allowable. For example, can we send one neutral message asking for a review (provided there is no incentive, selection bias or language slanting it to be “positive”)? When I read the top of the new page it seems that this type of communication is not allowable, but then when I read the bullet points it says you can’t send more than one of these requests which implies that one request is allowable. We, like many sellers, are trying to be fully-compliant but we’re quite confused on what’s acceptable and not.
Seller_eZEmdcTaITNaY
I more or less read this as do not ask, encourage, request, plead, beg, hint at or suggest anything to do with reviews or feedback to a customer for any reason, excuse, clarification or other needful want.
Period…end of story.
Seller_IG8HlWyYkjirr
If you send a permitted message to a buyer, your message may not include any of the following:
- Language that requests removal or update of an existing product review
Won’t this directly contradict CS reps responding to feedback removal requests with their standard “Ask the customer to remove the feedback” ?
Seller_XxQ6gnOn19FKs
What can we do when we need to finish an order ( customer has not provided photo needed to finish a product) but customer has opted out of receiving emails from Amazon? we are still not allowed to call them and if we cancel the order we get penalized…so how do we solve that problem?
Seller_8hXsx4aSjQPlc
This is still a bit confusing.
In general, you may contact a buyer who has purchased from you on Amazon only to complete an order or to respond to a customer service inquiry.
VS
More than one request for a product review or seller feedback
- Links or attachments that are not necessary to complete the order
Can we add an Amazon product review link?
Seller_k2Kp1RVfLot3N
I read this as, basically, do not initiate contact with customers for any reason whatsoever. I realize that’s not exactly what it says, but that’s what I see ‘between the lines’ as being their intent and the reason for the ambiguity. Their desire is for us to be amabots.
Of course, that’s jmo.
Seller_CW0P5hgbsiqWX
Good. With over 1.75 million sales, I have never had to reason contact a customer unless they contact us first. Apparently a lot of sellers do. 
Upcoming changes to the Communication Guidelines
We are making changes to the Communication Guidelines that will go into effect on December 3, 2019. The key changes are available for review here.
Upcoming changes to the Communication Guidelines
We are making changes to the Communication Guidelines that will go into effect on December 3, 2019. The key changes are available for review here.
SEAmod
Hello Sellers,
We would like to clarify that Amazon’s Buyer-Seller Messaging policies have not changed. Sellers have told us in the past that the policy page was confusing so we have refreshed the language to make it clearer. We apologize for any confusion this may have caused and hope the refreshed language is helpful. We wish you continued success selling on Amazon.
Susan
SEAmod
Hello Sellers,
We would like to clarify that Amazon’s Buyer-Seller Messaging policies have not changed. Sellers have told us in the past that the policy page was confusing so we have refreshed the language to make it clearer. We apologize for any confusion this may have caused and hope the refreshed language is helpful. We wish you continued success selling on Amazon.
Susan
SEAmod
Hello Sellers,
We would like to clarify that Amazon’s Buyer-Seller Messaging policies have not changed. Sellers have told us in the past that the policy page was confusing so we have refreshed the language to make it clearer. We apologize for any confusion this may have caused and hope the refreshed language is helpful. We wish you continued success selling on Amazon.
Susan
90 replies
90 replies
Seller_QxZTy0MbQEp3L
Will it violate the policy if I send follow up message to buyers to check if they have received their products and provide product instruction in text?
Seller_jpgNlMMDG9J3D
- More than one request for a product review or seller feedback
It is unclear to me and many other sellers whether the following constitutes multiple requests for a product review: sending an email with a request for a product review and clicking on the “Request Review” button in the order detail’s page. In this particular case, there is a single request for a review via email, but the other request (via a button click) may or may not be considered a duplicate request.
What is the official Amazon stance on that?
Seller_Pm5AorUWcpRRJ
Excellent, protecting the customers email box is key and I have actually discontinued further communication with the buyers unless contacted. I would like for someone on the Amazon team to be a person that thinks about the sellers in terms of building their audience. It’s not all about Amazon, sellers should be able to build their audience also. When creating rules and restrictions there should be someone asking, when we make this restriction is there something we can do to offset or make this better for sellers also? If we take something away from sellers (a restriction) how can we in turn enhance? Thank you in advance for any member of the Amazon team for reading this and at least considering it. Thank you also for the ability to sell on one of the biggest platforms ever created. Use your power wisely. Respectfully - Wyatt
Seller_WYzkRK8j2h89l
This is still a bit confusing. It would be helpful if there were either an FAQ section here or a list of common scenarios that are allowable. For example, can we send one neutral message asking for a review (provided there is no incentive, selection bias or language slanting it to be “positive”)? When I read the top of the new page it seems that this type of communication is not allowable, but then when I read the bullet points it says you can’t send more than one of these requests which implies that one request is allowable. We, like many sellers, are trying to be fully-compliant but we’re quite confused on what’s acceptable and not.
Seller_eZEmdcTaITNaY
I more or less read this as do not ask, encourage, request, plead, beg, hint at or suggest anything to do with reviews or feedback to a customer for any reason, excuse, clarification or other needful want.
Period…end of story.
Seller_IG8HlWyYkjirr
If you send a permitted message to a buyer, your message may not include any of the following:
- Language that requests removal or update of an existing product review
Won’t this directly contradict CS reps responding to feedback removal requests with their standard “Ask the customer to remove the feedback” ?
Seller_XxQ6gnOn19FKs
What can we do when we need to finish an order ( customer has not provided photo needed to finish a product) but customer has opted out of receiving emails from Amazon? we are still not allowed to call them and if we cancel the order we get penalized…so how do we solve that problem?
Seller_8hXsx4aSjQPlc
This is still a bit confusing.
In general, you may contact a buyer who has purchased from you on Amazon only to complete an order or to respond to a customer service inquiry.
VS
More than one request for a product review or seller feedback
- Links or attachments that are not necessary to complete the order
Can we add an Amazon product review link?
Seller_k2Kp1RVfLot3N
I read this as, basically, do not initiate contact with customers for any reason whatsoever. I realize that’s not exactly what it says, but that’s what I see ‘between the lines’ as being their intent and the reason for the ambiguity. Their desire is for us to be amabots.
Of course, that’s jmo.
Seller_CW0P5hgbsiqWX
Good. With over 1.75 million sales, I have never had to reason contact a customer unless they contact us first. Apparently a lot of sellers do.
Seller_QxZTy0MbQEp3L
Will it violate the policy if I send follow up message to buyers to check if they have received their products and provide product instruction in text?
Seller_QxZTy0MbQEp3L
Will it violate the policy if I send follow up message to buyers to check if they have received their products and provide product instruction in text?
Seller_jpgNlMMDG9J3D
- More than one request for a product review or seller feedback
It is unclear to me and many other sellers whether the following constitutes multiple requests for a product review: sending an email with a request for a product review and clicking on the “Request Review” button in the order detail’s page. In this particular case, there is a single request for a review via email, but the other request (via a button click) may or may not be considered a duplicate request.
What is the official Amazon stance on that?
Seller_jpgNlMMDG9J3D
- More than one request for a product review or seller feedback
It is unclear to me and many other sellers whether the following constitutes multiple requests for a product review: sending an email with a request for a product review and clicking on the “Request Review” button in the order detail’s page. In this particular case, there is a single request for a review via email, but the other request (via a button click) may or may not be considered a duplicate request.
What is the official Amazon stance on that?
Seller_Pm5AorUWcpRRJ
Excellent, protecting the customers email box is key and I have actually discontinued further communication with the buyers unless contacted. I would like for someone on the Amazon team to be a person that thinks about the sellers in terms of building their audience. It’s not all about Amazon, sellers should be able to build their audience also. When creating rules and restrictions there should be someone asking, when we make this restriction is there something we can do to offset or make this better for sellers also? If we take something away from sellers (a restriction) how can we in turn enhance? Thank you in advance for any member of the Amazon team for reading this and at least considering it. Thank you also for the ability to sell on one of the biggest platforms ever created. Use your power wisely. Respectfully - Wyatt
Seller_Pm5AorUWcpRRJ
Excellent, protecting the customers email box is key and I have actually discontinued further communication with the buyers unless contacted. I would like for someone on the Amazon team to be a person that thinks about the sellers in terms of building their audience. It’s not all about Amazon, sellers should be able to build their audience also. When creating rules and restrictions there should be someone asking, when we make this restriction is there something we can do to offset or make this better for sellers also? If we take something away from sellers (a restriction) how can we in turn enhance? Thank you in advance for any member of the Amazon team for reading this and at least considering it. Thank you also for the ability to sell on one of the biggest platforms ever created. Use your power wisely. Respectfully - Wyatt
Seller_WYzkRK8j2h89l
This is still a bit confusing. It would be helpful if there were either an FAQ section here or a list of common scenarios that are allowable. For example, can we send one neutral message asking for a review (provided there is no incentive, selection bias or language slanting it to be “positive”)? When I read the top of the new page it seems that this type of communication is not allowable, but then when I read the bullet points it says you can’t send more than one of these requests which implies that one request is allowable. We, like many sellers, are trying to be fully-compliant but we’re quite confused on what’s acceptable and not.
Seller_WYzkRK8j2h89l
This is still a bit confusing. It would be helpful if there were either an FAQ section here or a list of common scenarios that are allowable. For example, can we send one neutral message asking for a review (provided there is no incentive, selection bias or language slanting it to be “positive”)? When I read the top of the new page it seems that this type of communication is not allowable, but then when I read the bullet points it says you can’t send more than one of these requests which implies that one request is allowable. We, like many sellers, are trying to be fully-compliant but we’re quite confused on what’s acceptable and not.
Seller_eZEmdcTaITNaY
I more or less read this as do not ask, encourage, request, plead, beg, hint at or suggest anything to do with reviews or feedback to a customer for any reason, excuse, clarification or other needful want.
Period…end of story.
Seller_eZEmdcTaITNaY
I more or less read this as do not ask, encourage, request, plead, beg, hint at or suggest anything to do with reviews or feedback to a customer for any reason, excuse, clarification or other needful want.
Period…end of story.
Seller_IG8HlWyYkjirr
If you send a permitted message to a buyer, your message may not include any of the following:
- Language that requests removal or update of an existing product review
Won’t this directly contradict CS reps responding to feedback removal requests with their standard “Ask the customer to remove the feedback” ?
Seller_IG8HlWyYkjirr
If you send a permitted message to a buyer, your message may not include any of the following:
- Language that requests removal or update of an existing product review
Won’t this directly contradict CS reps responding to feedback removal requests with their standard “Ask the customer to remove the feedback” ?
Seller_XxQ6gnOn19FKs
What can we do when we need to finish an order ( customer has not provided photo needed to finish a product) but customer has opted out of receiving emails from Amazon? we are still not allowed to call them and if we cancel the order we get penalized…so how do we solve that problem?
Seller_XxQ6gnOn19FKs
What can we do when we need to finish an order ( customer has not provided photo needed to finish a product) but customer has opted out of receiving emails from Amazon? we are still not allowed to call them and if we cancel the order we get penalized…so how do we solve that problem?
Seller_8hXsx4aSjQPlc
This is still a bit confusing.
In general, you may contact a buyer who has purchased from you on Amazon only to complete an order or to respond to a customer service inquiry.
VS
More than one request for a product review or seller feedback
- Links or attachments that are not necessary to complete the order
Can we add an Amazon product review link?
Seller_8hXsx4aSjQPlc
This is still a bit confusing.
In general, you may contact a buyer who has purchased from you on Amazon only to complete an order or to respond to a customer service inquiry.
VS
More than one request for a product review or seller feedback
- Links or attachments that are not necessary to complete the order
Can we add an Amazon product review link?
Seller_k2Kp1RVfLot3N
I read this as, basically, do not initiate contact with customers for any reason whatsoever. I realize that’s not exactly what it says, but that’s what I see ‘between the lines’ as being their intent and the reason for the ambiguity. Their desire is for us to be amabots.
Of course, that’s jmo.
Seller_k2Kp1RVfLot3N
I read this as, basically, do not initiate contact with customers for any reason whatsoever. I realize that’s not exactly what it says, but that’s what I see ‘between the lines’ as being their intent and the reason for the ambiguity. Their desire is for us to be amabots.
Of course, that’s jmo.
Seller_CW0P5hgbsiqWX
Good. With over 1.75 million sales, I have never had to reason contact a customer unless they contact us first. Apparently a lot of sellers do.
Seller_CW0P5hgbsiqWX
Good. With over 1.75 million sales, I have never had to reason contact a customer unless they contact us first. Apparently a lot of sellers do.
