Forbidden Activity: Buyer-Seller Messaging, What to Do and What Not to Do
Amazon provides the ability to contact customers regarding questions they’ve asked, or issues with their order. However, it’s important to keep in mind that customers you gain through the Amazon sales channel are not yours, they’re Amazon’s. As a result, Amazon is highly protective of that relationship and how and when it allows you to contact their customers.
What to Do:
The only communications allowed between you and a customer:
- Responding to direct questions from customers
- Customization questions
- Delivery schedule
- Shipping issues
- Product issues or complaints
Note: All customer messages must receive a response or be marked as “no response necessary” within a 24-hour window of receiving it, or it will be counted against your Account Health metrics.
You would normally expect that sending directions or instructions to customers for how to use products, results to expect during and after use, or what to do if they have an issue would be considered exceptional customer service. But this seemingly normal activity can cause your messaging privileges to be removed.
What Not to Do:
Activities forbidden through the messaging system include (but are not limited to):
- Proactive customer service, such as sending product manuals, directions or instructions, tips on using the product, answers to frequently asked questions, or business or seller contact information
- Requests for only positive seller or product reviews
- Order, shipment, delivery, tracking, or refund information, since Amazon already sends these
- Out-of-stock or delay notifications, incentives or offers for other products
- Contact another seller through the “Ask a Question” feature
Customers can also opt-out of the buyer-seller messaging system. Amazon will push through critical messages relating to order fulfillment issues, even if they opted out.
Can you get around some of these requirements? Yes.
Should you? Not if you intend to be a long-term seller on the platform.
If you knowingly or unknowingly find yourself on the wrong side of Amazon, contact us now.
