The Buyer-Seller Messages page lets you communicate with buyers in the Amazon marketplace via email or Seller Central. The service uses encrypted email addresses for both buyers and sellers. For example, when a buyer who contacts you, Amazon assigns them an encrypted alias like firstname.lastname@example.org. Amazon then routes the emails to you via the encrypted alias.
Buyer-Seller Messaging keeps a record of all buyer-seller correspondence. Even when you respond using your personal or business email, the service records it using an encrypted email alias.
For more information, see Buyer-Seller Messaging frequently asked questions.
If you fulfill your own orders, Buyer-Seller Messages are enabled by default. Fulfillment by Amazon (FBA) sellers can turn on Buyer-Seller Messages to respond to specific product questions and help improve the FBA buyer’s experience. Your specialized product knowledge can help reduce product return rates and encourage repeat purchases.
To enable Buyer-Seller Messages for buyers to send you messages about your products:
Responses to Buyer-Seller Messages are evaluated using Contact Response Time Metrics. Contact Response Time measures the percentage of customer-initiated messages that you respond to within 24 hours.
Setting your listing status to inactive (for vacations and other absences) does not deactivate Buyer-Seller Messages. Contact Response Time is measured even while your listings are inactive.
To flag a message as not requiring a response (when a conversation has ended or for "out of office" messages from buyers), select Mark as no response needed in the Reply area of the communication thread. This excludes the message from calculations.