This article applies to selling in: United Arab Emirates

Communicate with buyers using the Buyer-Seller Messaging Service

The Buyer-Seller Messaging Service lets you communicate with buyers in the Amazon marketplace via Seller Central or your personal or business email. You can contact a buyer directly from your seller account or by using your authorized email account (if you have the buyer's encrypted email address that was previously generated by Buyer-Seller Messaging). Either way, your correspondence will be visible on the Buyer-Seller Messages page.

To contact a buyer

Important: In general, you can contact buyers only to complete orders or to respond to customer service questions. You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise). For more information, see the Guidelines for contacting buyers section in Buyer-Seller Messaging Service overview.

To contact a buyer:

  1. On the Orders menu, 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 in Contact Buyer.
  4. Do one of the following:

    Option Description
    Using your seller account On the next page, enter the message you want to send, and click Send e-mail.
    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.)

If your email provider delays sending messages to Amazon, the system will reflect this delay.
Note: If you send an email to a buyer that doesn't come from either your registered Buyer-Seller Messaging email address or from another authorized email address, your message will be rejected. You can resend the message after you authorize the email address you want to use.

What if a buyer doesn't respond?

If you don’t receive a response from a buyer or your message is blocked, keep in mind that a buyer can opt out of receiving unsolicited messages from all sellers.

To send a critical message to the buyer:

  1. Click the buyer’s name on the Manage Orders page, which will take you to Buyer-Seller Messaging.
  2. Select Additional Information Required as your subject, write your message, and click Send.

If you use other subjects, the message will be bounced back if the buyer has opted out. Buyers can also flag messages as inappropriate. Therefore, the content of your "Additional Information Required" messages should be limited to requesting only the information you absolutely need to complete an order.

Templates

If you frequently send the same message to buyers, you can create email templates for Buyer-Seller messages.

Attachments

You can send and receive one or more attachments (up to 10 MB) in a message.

The following formats are supported:

  • Text files (.txt)
  • PDFs (Adobe Portable Document Format)
  • Word documents (.doc and .docx)
  • Image files (.jpg, .gif, .tiff, .bmp, and .png)

Note: Amazon may remove any attachment that contains inappropriate content.

Search and filter messages

You can search for messages associated with an order ID by typing the ID in the search box at the top of the Buyer-Seller Messages page. This search does not include the subject line or body of the message.

By default, the Buyer-Seller Messages page shows messages that need a response. To change the default filter, click the Response Needed header on the left and select a different filter.

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