Mastering Buyer Communication: Critical vs. Non-Critical Messages
Hey Sellers! 👋
Welcome to our new series on mastering buyer communication. Today, we're diving into a crucial topic: understanding the difference between critical and non-critical messages.
The Buyer-Seller Messaging Service is the only approved method for communicating with buyers on Amazon, using encrypted email addresses to protect both parties.
What Makes a Message "Critical"?
Amazon considers messages critical if they're necessary to complete an order. These include:
- Product customization questions
- Delivery scheduling
- Issues with a shipping address
Amazon does not block messages if they are necessary for completing an order. If your message was blocked, it's either because the buyer opted out of non-critical messages from sellers, or Amazon treats the selected contact reason as one that is not critical for completing the order.
🚫 Messages that are NOT considered critical:
- Requests for feedback or reviews
- Order/shipment confirmations (Amazon sends these automatically)
- Proactive customer service (manuals, FAQs, etc.)
- Out-of-stock notifications (cancel the order instead)
When sending a critical message:
- Include [Important] in the subject line - it must have the brackets!! It can be at start or end of subject
- Must include the 17-digit order ID
- Must be in the buyer's language of preference
Pro tip: Amazon uses this formula for daily message limits:
- 5 times your average daily order volume
- Plus an additional 600 messages
Permitted Message Types
In general, you can contact buyers only to:
- Complete orders
- Respond to customer service questions
- You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise).
Remember: It's not necessary to send separate shipment notifications or tracking numbers since Amazon sends these automatically when you confirm shipment.
Share Your Experience:
How do you determine if a message is truly critical?
What's been your biggest communication challenge?
Mastering Buyer Communication: Critical vs. Non-Critical Messages
Hey Sellers! 👋
Welcome to our new series on mastering buyer communication. Today, we're diving into a crucial topic: understanding the difference between critical and non-critical messages.
The Buyer-Seller Messaging Service is the only approved method for communicating with buyers on Amazon, using encrypted email addresses to protect both parties.
What Makes a Message "Critical"?
Amazon considers messages critical if they're necessary to complete an order. These include:
- Product customization questions
- Delivery scheduling
- Issues with a shipping address
Amazon does not block messages if they are necessary for completing an order. If your message was blocked, it's either because the buyer opted out of non-critical messages from sellers, or Amazon treats the selected contact reason as one that is not critical for completing the order.
🚫 Messages that are NOT considered critical:
- Requests for feedback or reviews
- Order/shipment confirmations (Amazon sends these automatically)
- Proactive customer service (manuals, FAQs, etc.)
- Out-of-stock notifications (cancel the order instead)
When sending a critical message:
- Include [Important] in the subject line - it must have the brackets!! It can be at start or end of subject
- Must include the 17-digit order ID
- Must be in the buyer's language of preference
Pro tip: Amazon uses this formula for daily message limits:
- 5 times your average daily order volume
- Plus an additional 600 messages
Permitted Message Types
In general, you can contact buyers only to:
- Complete orders
- Respond to customer service questions
- You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise).
Remember: It's not necessary to send separate shipment notifications or tracking numbers since Amazon sends these automatically when you confirm shipment.
Share Your Experience:
How do you determine if a message is truly critical?
What's been your biggest communication challenge?
