Overview

Amazon provides sellers with specific tools and protocols for communicating with buyers about their orders. Understanding how customer contact information is shared — and the rules governing when and how you can reach out — is essential for maintaining account health and delivering strong customer service.

Key Points / What Sellers Need to Know

• Anonymized email addresses — Amazon does not share buyers' real email addresses with sellers. Instead, order notifications and the Manage Orders page display encrypted, anonymized email addresses that route messages through Amazon's system.
• Order reports include phone numbers — Unlike the Manage Orders interface, downloadable order reports contain both anonymized email addresses and buyer phone numbers, which may be needed for shipping and delivery purposes.
• Buyer-Seller Messaging is the primary channel — Amazon's Buyer-Seller Messaging Service is the approved method for communicating with customers. All messages sent through this system are logged and monitored by Amazon.
• Contact must be order-related — Sellers may only contact buyers when the communication is necessary to complete an order or respond to a customer service inquiry. Unsolicited marketing messages are strictly prohibited.
• Amazon monitors all communications — Every message exchanged between buyers and sellers is subject to Amazon's review. Violations of messaging policies can result in suspension of messaging privileges or account-level enforcement.

How Customer Contact Information Works

When a buyer places an order, Amazon generates an anonymized email address that appears in your order notification emails and on the Manage Orders page within Seller Central. This anonymized address acts as a relay — messages you send to it are forwarded to the buyer's actual email, but you never see their real address. This system protects buyer privacy while still allowing necessary communication. If you need to download order data in bulk, your order reports will include both the anonymized email and the buyer's phone number, which is primarily provided so that carriers can coordinate delivery. Sellers should note that phone numbers from order reports should only be used for order fulfillment purposes, not for marketing or unsolicited outreach.