Buyer-Seller Messages FAQ

The provided information explains various aspects of buyer-seller communication through Amazon's Buyer-Seller Messages service. Here's a summary of the key points:

**Contact Buyer Page and Templates:**

- Templates with Amazon-supplied content can be used to streamline communication.

- These templates provide consistency in style and tone and are automatically translated into the buyer's default language.

- Contact reasons are available based on order status and product categories.

**Message Delivery:**

- Buyers can opt out of receiving unsolicited messages from sellers, which can result in message blocking.

- Sellers can still respond to blocked messages by replying within the same message thread.

- Critical messages necessary for order completion, such as product customization questions and delivery scheduling, are not blocked.

**Managing Messages:**

- Messages requiring a response are displayed by default in Buyer-Seller Messages.

- Sellers can mark messages as "No response needed" to exclude them from response time calculations.

- Sellers can use their existing email client for communication but need to ensure the sender's email address is authorized.

- The maximum number of daily messages a seller can send is determined based on a formula.

**Cases:**

- Cases group messages related to specific customer service events.

- Cases have three states: Opened, Resolved, and Closed.

- Closed cases can no longer have communication, and new cases must be opened if needed.

**Email Address and Features:**

- The email alias is 35 characters in length, including the domain.

- Buyers receive a unique email alias for each seller relationship.

- The same email alias is used for all contacts with the same buyer.

- HTML email and attachments are supported.

**Additional Information:**

- Buyers may contact sellers without including an order ID, but sellers can find the order ID by searching for the email alias.

- Amazon retains a record of buyer-seller contact for dispute resolution.

- Sellers should not contact other sellers but report infringement using appropriate channels.

- Messages can be reported for suspicious activity.

- Buyers can distinguish seller messages from other Amazon emails by the business name in the From field.

This information provides guidance for sellers on effectively communicating with buyers on Amazon while maintaining adherence to Amazon's policies and practices.