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Buyer-Seller Messaging Service
The Buyer-Seller Messaging Service allows you to communicate with buyers in the Amazon marketplace via e-mail. The service masks private e-mail addresses, increasing the security of buyer-seller communication.
Not every message requires a response
To flag a message as not requiring a response, check the "Mark as no response needed" box in the Reply area of the communication thread. This will exclude the message from contact response time performance metrics. Use this flag when a conversation has come to its natural end, or to flag "out of office" messages from buyers.
Additional benefits of the Buyer-Seller Messaging Service include the following:
Understanding the Buyer-Seller Messaging Service
By using the Buyer-Seller Messaging Service, both buyers and sellers communicate with each other via encrypted e-mail addresses. For example, if a buyer wants to contact a seller, the Buyer-Seller Messaging Service will assign an encrypted alias, such as "firstname.lastname@example.org," instead of displaying the seller's real e-mail address. E-mails are routed to the seller via this encrypted alias.
The Buyer-Seller Messaging Service provides a record of an e-mail that is routed through our systems. You may find it easier to contact or reply to a buyer via your personal or business e-mail system. You can do this, and still allow the service to record your correspondence, by using the encrypted e-mail alias. See "Contacting a Buyer" below for details.
Contacting a buyer
If you have a buyer's encrypted e-mail address (generated by the Buyer-Seller Messaging Service) you may contact them directly using your personal or business e-mail system. Treat the encrypted address as you would any other e-mail address. Once your e-mail reaches our system, a copy will be visible in the "Sent messages" tab of the Buyer-Seller Messages page. (If your e-mail provider delays the sending of messages to Amazon, this delay will be reflected by our system.)
In general, you may contact buyers (Amazon.com customers) only to complete orders or to respond to customer service inquiries. You may not contact buyers for marketing or promotional purposes (including via e-mail, physical mail, telephone, or otherwise).
To enable or block access by your company employees or colleagues to your seller account, see Using the Alternate Address Feature.
If you send a permitted e-mail to an Amazon.com customer, your e-mail may not include any of the following:
To contact a buyer via your seller account, follow these steps:
To contact a buyer via your personal or business e-mail account, follow these steps:
As a seller, you may have a handful of messages that you find yourself frequently sending to buyers. Rather than rewrite the same message each time, you can create e-mail templates for the most common messages that you send to buyers. For more information, see E-mail Templates.
You can send one or more attachments to a buyer. You can also receive attachments from buyers. Attachments are indicated by a paper clip icon to the right of the Subject field in Buyer-Seller Messages. The total allowed attachment size is 10MB.
The following document formats are supported:
Note: Amazon may remove any attachment that contains inappropriate content.
Searching and filtering messages
Several search and filter options are available for received and sent messages:
Please use the e-mail address associated with your Amazon.ca Seller account.