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Hello from Amazon Selling Partner Support,
We appreciate and value our sellers suggestions.
I hope that you are doing well, my name is Frances and I will be assisting you today. Thank you for taking time to contact us. As I understand you are requesting to allow customers to be contacted by sellers to resolve negative reviews and do not allow complete opt-out. We sincerely apologize for the frustration and inconvenience this may have caused you, I know how important this issue to you and to your business. Rest assured that we did our best to provide you the best resolution regarding this matter.
As per checking our resources, the Buyer-Seller Messages page enables you to contact customers when you need more information to complete an order or to respond to customer service questions.
If more than one person in your business handles buyer communications, you will need to enable their email addresses before they can communicate with your buyers. To enable or block an address, go to the Messaging Permissions page.
On the Contact Buyer page, certain contact reasons will be available for you to select based on the order status and specific product categories.
To contact a buyer, follow these steps:
- On the Orders tab, select Manage Orders.
- Locate the order that you want to contact the buyer about.
- In the Order Details column, click the name of the buyer when it is available to open the Contact Buyer page.
- Do one of the following: • Using your seller account: On the next page, select the contact reason, complete the message, and click Send. • Using your email: In the To field on the Buyer-Seller Messages page, copy the buyer’s encrypted email address. Then go to your email and use this address to contact the buyer. The buyer still won’t be able to see your email address.
Kindly be advised that, Amazon allow the buyer to opt-out of receiving unsolicited messages from sellers and we respect their decisions. However, if you really wanted your messages to push through regardless if the buyer opted out, you may use our last option. To send a message related to a specific order, follow these steps using your email client.
Please include the word [Important], with brackets as shown, anywhere in the subject line. The email will not be blocked and you won't receive a bounce back message.
For more information, kindly visit the Help page below:
Contact a buyer using Buyer-Seller Messages: https://sellercentral.amazon.com/help/hub/reference/GTV8NTY5RM6N9LUN
Buyer-Seller Messages FAQ: https://sellercentral.amazon.com/help/hub/reference/G200383320
Send a critical message to a buyer: https://sellercentral.amazon.com/help/hub/reference/GRZ5Y5YEN9J84NAC
It was a pleasure assisting you today, have a nice day ahead!
🍦 Critical Information: The seller is requesting to allow customers to be contacted by sellers to resolve negative reviews and do not allow complete opt-out 🍦 PWF followed: Orders MFN Program, Orders and Returns (includes Seller Fulfilled Prime) Buyer-Seller Messages 🍦 TOOLS/SOP used:
Contact a buyer using Buyer-Seller Messages: https://sellercentral.amazon.com/help/hub/reference/GTV8NTY5RM6N9LUN
Buyer-Seller Messages FAQ: https://sellercentral.amazon.com/help/hub/reference/G200383320
Send a critical message to a buyer: https://sellercentral.amazon.com/help/hub/reference/GRZ5Y5YEN9J84NAC
🍦 Transfer/PAA Reason: N/A 🍦 Seller Dissatisfaction: Frustrated 🍦 Andon Reason: Case Review