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This article applies to selling in: United Kingdom

Buyer-Seller Messages overview

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 Amazon then routes the emails to you via the encrypted alias.

Guidelines for contacting buyers

In general, you can contact a buyer only to complete an order or to respond to a customer service question. You can’t contact a buyer (including via email, physical mail, telephone, or otherwise) for marketing or promotional purposes, or initiate contact with a buyer about a return containing an FBA (fulfilment by Amazon) product designated as a gift.

If you send a permitted email to an Amazon customer, your message cannot include:

  • Links to any websites
  • Links to Amazon detail pages or storefronts
  • Seller logos if they contain or display a link to the seller's website
  • Any marketing messages or promotions
  • Any promotions for additional products or referrals to third-party products or promotions

Note: In any communication you have with buyers (including shipping box inserts), you cannot ask them to leave a positive customer review for your product, or to leave a review only if they had a positive experience with your product. Similarly, you cannot ask only customers who had a positive experience with your product to leave a review. It is also prohibited to offer them any compensation for a review, including money or gift cards, free or discounted products, refunds or reimbursements, or any other future benefits.

For more information, please review Amazon's guidelines in Customer product reviews policies.

Benefits of Buyer-Seller Messaging

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.

Benefits include:

  • Increased security of buyer-seller communication.
  • One place to view all your sent and received messages, whether from the service or from your email system (including Outlook, Hotmail, Gmail, Thunderbird, GMX, and so on).
  • Improved buyer-seller communication to help reduce disputes and claims.
  • A record of all buyer-seller correspondence, resulting in faster dispute resolution by Amazon.

For more information, see Buyer-Seller Messaging frequently asked questions.

Enable product questions for FBA orders

If you fulfil your own orders, Buyer-Seller Messages are enabled by default. fulfilment 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.

Note: FBA Buyer-Seller Messages are for product inquiries only. You can only respond to messages, not initiate contact, about returns containing an FBA product designated as a gift. Customer service-related inquiries on Amazon-fulfilled orders, such as how or where to return a purchased item, should be redirected to Amazon Customer Service.

To enable Buyer-Seller Messages for buyers to send you messages about your products:

  1. On the Settings menu, select fulfilment by Amazon.
  2. Under Product Support, click Edit.
  3. Select Enable, and then click Update.

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