The holiday shopping season is in full swing, which means it's time to review and refine your messaging best practices for communicating with buyers. Clear, thoughtful communication is essential for providing a positive customer experience and driving sales during this critical time of year.

Here are some key buyer-seller messaging best practices to focus on during the holidays:

[1] Buyer Anonymity: Each buyer is assigned an anonymized 35-character email alias for each seller relationship. Use this to search for order IDs in Manage Orders if needed.

[2] Contacting Buyers:

• Go to Orders tab > Manage Orders
• Find the relevant order
• Click the buyer's name to open the Contact Buyer page
• Choose a contact reason and compose your message

[3] Alternative Contact Methods: Use your authorized email account with the buyer's encrypted email address

[4] Time Limitations: Messages cannot be sent 30 days after order completion.

[5] Critical Messages: Use [Important] in the subject line for urgent communications related to:

• Product customization
• Delivery scheduling
• Shipping address issues

[6] Communication Guidelines:

• Stick to order-related information
• Avoid marketing or promotional content
• Don't request cancellations from buyers

[7] Team Communication: Enable team members' email addresses on the Messaging Permissions page for collaborative customer service.

Remember, clear and timely communication is key to ensuring customer satisfaction during the busy holiday season. Always adhere to the Communication Guidelines to maintain positive buyer-seller relationships and avoid potential account issues.

Please feel free to review the below help pages for additional guidance on buyer-seller messaging:

• Communicate with buyers using the Buyer-Seller Messaging Service
• Buyer-Seller Messaging Service overview
• Contact a buyer using Buyer-Seller Messages
• Buyer-Seller Messages FAQ
• Buyer-Seller Messaging templates
• Send a critical message to a buyer

Happy Selling!

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Have you received a message from a buyer that does not need a reply? How do you stop it from counting toward response-time calculation?

You can mark a message that does not require a response, by utilizing the No Response Needed button below the message on the Buyer-Seller Messages page. You can also click the Mark as no response needed link in the email you received. Either of these actions will exclude the message from response time calculations.

How can a seller report a message from a buyer?

To report a message, click the Report Message on your Buyer-Seller Messages page, the seller App, or the email you receive. You can then select the appropriate reason for reporting and click the Report Message button that is displayed at the bottom of the message to submit the report.

Use the Report Message tool to report any suspicious activity to Amazon, such as messages you think are spam. Once a message is reported, you are not required to respond to the message or mark it as No response needed. There is no need to remove a reported message from your inbox.

Where can I learn more about Buyer-Seller Messaging?

Please feel free to visit our Buyer-Seller Messages FAQ help page that provides more information on buyer-seller messaging.

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