Overview

Amazon's Buyer-Seller Messaging service is the official communication channel between sellers and customers on the platform. It allows sellers to respond to customer inquiries, resolve order issues, and handle post-purchase support while keeping all correspondence logged within Amazon's ecosystem. Understanding how this system works and what it permits is essential for maintaining account health and delivering strong customer service.

Key Points / What Sellers Need to Know

• Buyer-Seller Messaging is the only approved communication method — Amazon requires all buyer communications to flow through their messaging system, ensuring transparency and policy compliance across every interaction.
• Marketing and promotional messages are strictly prohibited — Sellers cannot contact buyers for promotional purposes through any channel, including email, phone, or physical mail.
• All messages are monitored — Amazon uses automated systems, including AI scanning, to review buyer-seller communications for policy violations, prohibited content, and fraudulent activity.
• Buyers can opt out of non-critical messages — Customers may disable certain seller messages, and sellers must respect these preferences without attempting workarounds.
• Response time affects account metrics — Amazon tracks how quickly sellers respond to buyer messages, and slow response times can negatively impact seller performance ratings.

How It Works

Sellers can access the Buyer-Seller Messaging system directly from their Seller Central account through the Messages page. When a buyer sends a question or when a seller needs to reach out about an order, the communication is routed through Amazon's encrypted email system. Each buyer is assigned an anonymized email address, which means sellers never see the customer's actual email. Sellers can initiate contact by clicking the buyer's name on the Order Details page, the Manage Orders page, or from related pages such as Returns, A-to-Z Guarantee Claims, or Customer Feedback. Messages sent through authorized seller email accounts also appear in the Seller Central messaging dashboard, keeping all correspondence in one place.