Which email would a seller reply to?

Frequently asked questions about the buyer-seller mailbox

The buyer-seller mailbox enables communication between buyers and sellers on the Amazon marketplace. Buyers and sellers can communicate with each other in ways that protect both parties' personal information, such as by assigning a unique, anonymized email alias for each buyer. You can use the anonymized email alias like an actual email address. The anonymized email alias also remains the same for all future interactions with the same buyer. You can also use it to search for orders or previous communications.

How can I send messages that are important to the processing of an order if my message has been blocked?

If your message is required to complete an order and you are using the buyer-seller mailbox in Seller Central, follow these steps to send the message:

  1. Go to Manage orders.
  2. Click the buyer's name in the list to go to Buyer-seller mailbox to get.
  3. Choose additional information required as the subject, write your message and click on Send e-mail.

If you choose a different subject line, you will receive an e-mail about the non-delivery of the e-mail, if the buyer has specified the appropriate settings. Buyers can also mark messages as inappropriate. So be sure to include in your message additional information required only ask for the information you absolutely need to complete the order.

If you are not using the buyer-seller mailbox in Seller Central to send the message, add the word [Important] in the brackets shown anywhere in the subject line. This e-mail will then not be blocked and you will not receive any notification that the e-mail was undeliverable. You can use either uppercase or lowercase letters, but the word "important" must be in square brackets to work. For example, the subject line should read “Additional Information Required” or “[Important] Additional Information Required” or “Additional Information Required [Important]” instead.

Annotation: Using [Important] on messages that are not considered important could result in your being temporarily deprived of your right to sell.

What types of messages are required to complete the order?

The following messages are considered required to complete an order:

  • Questions about customizing a product
  • Arrange a delivery date
  • Problems with a delivery address

The following messages are not required to complete an order:

  • Inquiries about seller feedback or buyer reviews.
  • Order, shipping, delivery or refund confirmations. These emails are already being sent by Amazon.
  • Proactive customer service. For example: product instructions, tips for using the product, answers to frequently asked questions, recommendations for troubleshooting.
  • Notifications that a product is out of stock or delayed delivery and offers for alternative products. Please cancel the order instead.

How can I block email bounce messages?

You can opt out of receiving bounce messages that are sent when a seller no longer wishes to receive seller communications.

Warning: Once you block email bounce messages, you will no longer be able to determine whether a message to a buyer was blocked or delivered.

  1. Click below Settings on> Notifications .
  2. Click next to Notification settings on To edit.
  3. Uncheck the box Cancellation by buyer and then click to save.

As a seller, can I contact other sellers?

As a seller, you should not contact other sellers using the "Ask Questions" function on the seller shop page for sellers in the Amazon Marketplace. If you'd like to report a copyright, trademark, or patent infringement, you can do so through Report a Infringement.

Can I still use my existing email client?

Yes. You don't need to log into your seller account to communicate with a buyer.

Annotation: If you send emails to your buyers that do not come from the email address registered for the account in the buyer-seller mailbox or from another authorized email address, the email will be rejected. You can resend these messages after you authorize the email address that you want to use.

What email address will the email be sent to when a buyer contacts me?

The email will be sent to the customer service email address that you provided in your seller account information.

How do I know if Amazon forwarded my email to a buyer?

In the buyer-seller mailbox, you can see the communications received from Amazon and forwarded to the buyer.

How can I report a message from the buyer?

To report a message, click in the Seller Central inbox, in the Seller Central app, or in the email you receive Report message. Then select the appropriate reason for the message and click Report messageto submit the report.

What should I do if I receive a suspicious message or a spam email?

You can report any suspicious activity related to spam mail to Amazon using the Report Message feature. For more information, see How can I report a message from the buyer? on this page. While we cannot investigate every reported message, we analyze this data to identify patterns of suspicious activity and prevent such abuse in the future.

If I get a suspicious message or spam email, should I reply to it or remove it from my inbox?

Once a message is reported, there is no need to reply to the message or mark it as "No Reply Required". You don't need to remove a reported message from your inbox.

How do buyers differentiate seller contacts from other emails sent by Amazon?

Emails to a buyer have your name in the box Of.

Does a buyer have the same email alias with different sellers?

No. Buyers are assigned a unique email alias for communicating with a seller.

Are there different email addresses for each discussion?

No. The anonymized email alias remains the same for all contacts you have with a single buyer. Use the buyer's anonymized email address as a unique identifier to keep track of conversations across different orders.

Do I have to log into my seller account with the email alias?

No. The anonymized e-mail alias is only valid for the buyer-seller mailbox. Continue to log into your seller account with your registered email address.

Why does Amazon keep records of buyer-seller messages sent through Amazon?

By keeping, storing messages between buyers and sellers, we can resolve disputes faster. When reviewing A-to-Z warranty claims and chargebacks, we can ensure that the responsible team at Amazon has access to all messages that have been exchanged between the buyer and seller.

I usually give my carrier the buyer's email address so they can notify them that the order has been shipped. Can I give the carrier the anonymized email alias?

No. Use Amazon's existing processes to confirm the shipment.

Are HTML emails supported?

Yes. HTML emails between buyers and sellers are supported.

Are email attachments supported?

You can send attachments to buyers and receive file attachments from buyers. Attachments are indicated by a paper clip icon under the messages in the buyer-seller mailbox. The attachments can be a maximum of 10 MB.

The following document formats are supported:

  • Text files (.txt)
  • PDF files (PDF)
  • Word documents (.doc and .docx)
  • Image files (.jpg, .gif, .tiff, .bmp and .png)
Annotation: Amazon reserves the right to remove attachments at its own discretion if, in our opinion, they contain inappropriate content.

Is there a limit to the number of messages I can send per day?

Yes. You can send a maximum of 5 times your average daily order volume plus 600 messages. We automatically message buyers when they confirm an order has been shipped. You can also provide tracking numbers to buyers when you submit the shipment at Confirm Manage Orders.

I received a buyer message without an order number. How do I find the buyer's order information?

If the buyer doesn't send you the first message from the order page, the message may not contain an order number. You can find the buyer's order number by clicking below Manage orders search for the anonymized email alias. The email alias is in the field Of the message you received.

How long is the email alias? What does the format look like?

The email alias is 35 characters long, including the domain. Here's an example:

[email protected]

I received an email from a buyer that didn't need a response. How can I prevent this from affecting my turnaround time?

To highlight a message that does not require a reply, click the below the reply field Buyer-seller mailbox on no answer needed. You can also click in the email you received no answer needed click. This excludes the message from the processing time calculation after contact is made.

How do I find messages that I haven't answered?

By default, the buyer-seller mailbox only shows messages that you need to reply to. You can change this default filter by clicking the link Answer required click and select a different filter.

How do I contact a customer to ask for a review?

For more information on how to ask buyers for reviews, see Improve Your Review Profile.

Is there an anonymized email address for every discussion?

No, the anonymized e-mail address that you receive is a unique, customer-related e-mail address and when processing the order, you can treat the anonymized e-mail address as if it were the actual e-mail. Address of the customer.

Can buyers hide messages from sellers?

Yes. Amazon enables buyers to protect themselves from receiving unsolicited messages from sellers. However, if a buyer initiates a contact with you, they won't be able to hide your responses. Also, buyers cannot hide messages related to Handmade, Wine, or Custom Made.

Why did I receive an email from Amazon that said my message could not be delivered?

A buyer can protect himself from receiving unsolicited messages from all sellers. That means your email is being blocked. You will then receive a message that the e-mail cannot be delivered with instructions on how to contact the buyer in urgent matters. As long as you are replying to a seller a message within a discussion, the email will not be hidden. If your reply is blocked, try to reply to the buyer in the original message discussion (rather than a new discussion) and make sure the original message is included in your reply.

Annotation: If you do not want to receive a bounceback message when a seller has decided against seller communications, see "How can I block bounceback messages?" Above.