Updated Communication Guidelines policy for all sellers
On November 3, 2020, our updated Communication Guidelines go into effect for Buyer-Seller messages. They include direction on permitted message types, appropriate content, and stylistic features for clearer communication with buyers. This update will apply to all sellers.
We have made the updates in response to seller and developer feedback that our communications-related policies were confusing and in response to what our customers are asking for from us. We believe that raising the quality bar for all communications to customers will also benefit sellers and developers, resulting in a stronger marketplace.
We value your partnership and look forward to improving the quality of customer communications together.
You can find the announcement on the Changes to program policies page, available here.
Want to learn more about Amazon’s policies? Check the news section of Seller Central every Tuesday for policy reminders that help us ensure all sellers and customers have a great Amazon experience.
Updated Communication Guidelines policy for all sellers
On November 3, 2020, our updated Communication Guidelines go into effect for Buyer-Seller messages. They include direction on permitted message types, appropriate content, and stylistic features for clearer communication with buyers. This update will apply to all sellers.
We have made the updates in response to seller and developer feedback that our communications-related policies were confusing and in response to what our customers are asking for from us. We believe that raising the quality bar for all communications to customers will also benefit sellers and developers, resulting in a stronger marketplace.
We value your partnership and look forward to improving the quality of customer communications together.
You can find the announcement on the Changes to program policies page, available here.
Want to learn more about Amazon’s policies? Check the news section of Seller Central every Tuesday for policy reminders that help us ensure all sellers and customers have a great Amazon experience.
232 replies
Seller_QiD9gkxblLHcK
Im so confused. Amazon says:
- Note: Do not contact the buyer and request that they submit a cancellation request.
But we get penalized for canceling orders. This doesn’t make any sense.
Amazon says:
Proactive Permitted Messages can be sent via email, using Amazon’s templates via the Contact Buyer or Request a Review page in Seller Central, third-party applications in the Application Store, or via Application Programmer Interface (API). You may send proactive Permitted Messages for the following reasons: resolving an issue with order fulfillment, requesting additional information required to complete the order, asking a return-related question, sending an invoice, requesting product review and/or seller feedback, scheduling the delivery of a heavy or bulky item, scheduling a Home Services appointment, verifying a custom design, or any other reason where the contact is required for the buyer to receive their purchase. Proactive Permitted Messages must be sent within 30 days of order completion. All proactive Permitted Messages must include the 17-digit order ID and be in the buyer’s Language of Preference. Sending proactive Permitted Messages to your buyer using Amazon’s templates, third-party applications, or via API automates the inclusion of order ID, Language of Preference translations, and critical message guidelines.
But we’ve been banned from sending proactive messages since April 2020, long before this was released. I do admit that prior to Feb 2020, we were sending messages thanking customers and letting them know that their order is on the way through a third party app but we completely stopped after learning through blogs that a change was coming through. Needless to say, we can no longer even ask for feedbacks or reviews…We’ve asked in vain for access to be restored.
All in all. Im glad that Amazon finally released thus communication to clear things up. Nothing more irritating that guessing which policy is which.
Seller_0txVq03QjK9Av
nice: no more contacting buyers to inform about an issue - without refunding them first.
do not advise them to click request a cancellation - if they ask to cancel within regular communication
can only say its all about the sellers benefit. - the none sense is continuing. just as the main page widgets.
Seller_0txVq03QjK9Av
Discriminating sellers not fluent in English.
Seller_dy0iaamuixQa3
Concerning Amazon Messaging. Currently, a buyer clicks on a product and sends a message to the seller but the seller cannot see what the product is. Could Amazon Messaging be updated so the seller can tell which item was clicked on?
Seller_CUC0sP7NsSFBi
Looks a lot like 1984 to me…more Dos and Don’ts.
Seller_4iKglXa3AdHk2
I see it says no phone numbers in emails. This is really terrible. Sometimes customers contact us through Amazon and they want to talk. Amazon is doing their best to make sure the customers have no support at all. You would figure customers would look up the company info online to call direct but they do not. They expect to go to Amazon, contact the seller and have the issues resolved. Little do they know how much Amazon wants to block all messages from seller to buyer. This is going to come back and bite Amazon.
Buyers will get tired of the lack of support for Amazon bought products.
Seller_T5Mv3ZCUSh7Zl
The policy changes appear to mostly force sellers into better compliance with the law, and recent judicial decisions (language, accessibility, etc.).
I think many third-party sellers, will not appreciate the changes, and will be unable to understand that this is not oppressing them but rather are guards to protect Amazon and sellers from breaching the law.
Seller_4K7eqIN4GuF2E
Read the updates carefully. Amazon will be able to ding you for spelling (typos) or grammar (syntax) errors - see # 11:
Permitted Message styling may not contain any of the following:
- Accessibility issues as specified in the Web Content Accessibility Guidelines from the Web Accessibility Initiative
- Emojis
- GIFs
- Message margins over 20% max width
- Image or graphic sizes larger than 80% max width
- Overrides of Amazon’s default line height, font family, or font color
- Fonts in more than three sizes
- Message bodies that are centered or that otherwise override default text alignment settings
- More than two line-breaks (spacing between paragraphs) in a row
- Unsecure images (http instead of https)
- Spelling errors or grammar issues
So I hope you all passed elementary school English, or have a great spell and grammar check program.
Seller_kE23bUI0vMpWz
Permitted Messages may not include any of the following:
- Attachments except for product instructions, warranty information, or invoices
- Images of purchased products as Amazon includes those on your behalf
As a used book seller, I occasionally will have buyers contact me for photos of the specific book I have listed. This sounds like it will not be possible to send them even if requested.
Seller_5aLgbp33n2RDq
Here’s a suggestion for Amazon re: buyer/seller messaging and FBA orders:
About 90% of messages I receive from customers are FBA issues that I’m unable to answer (Item hasn’t arrived or shows as delivered but it’s not. The order is in pending status. They want to return an item. When will they get their refund, etc.) I feel like I’m giving the customer the run-around when I say that they need to contact Amazon directly, and tell them how to do so.
Couldn’t there be something the customer chooses first so that FBA issues go directly to Amazon customer service reps? For example, they choose the reason for writing (Return or Refund. Shipping Issue or Status. A question about the product.) and if your system detects that it’s an FBA order, “A question about the product” is the only inquiry sent to the seller, and the others go to Amazon customer service.
