The Buyer-Seller Messages page lets you communicate with buyers in the Amazon marketplace via Seller Central and your personal or business email. You can contact a buyer directly from your seller account or by using your authorised 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.
Buyer-Seller Messaging is the only approved method for communicating with buyers on Amazon.
To contact a buyer:
If your email provider delays sending messages to Amazon, the system will reflect this delay.
What if a buyer does not respond?
If you do not 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:
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.
If you frequently send the same message to buyers, you can create email templates for Buyer-Seller messages.
You can send and receive one or more attachments (up to 10 MB) in a message.
The following formats are supported:
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.