You can expect some restrictions when working on a large, regulated platform like Amazon. Aside from the obvious rules about selling prohibited items or above-board business practices, there are also some strict guidelines about what you can and can’t say to customers. Do you know what’s allowed in Amazon communication?
Below, we cover the essential Amazon Communication Rules so you can safely build stronger buyer-seller relationships and avoid accidental missteps. Some of these Amazon communication guidelines can even inspire new ideas for improving your business.
Many Amazon sellers would like to reach out to customers more and both strengthen rapport and solicit reviews. However, they’re often skittish about breaking Amazon’s rules or overstepping their bounds. The good news is that contacting customers is perfectly acceptable, as long as you do it the right way.
For starters, Amazon allows “Permitted Messages” with customers if they have both contacted you first and have purchased one of your products. In this way, you can have a meaningful conversation with customers as long as it’s necessary for the order or customer service issue.
But Amazon also allows what they call “Proactive Permitted Messages” where the seller can contact the customer first. Your message must be sent within 30 days of order completion and can use the buyer’s encrypted email address. Furthermore, the message must fit one of the specified reasons:
As long as your conversation stays professional, you should be okay to contact your customers directly. It’s also worth noting that if you want to request a review or seller feedback, Amazon can do that for you in a more formal setting. Just go to the Orders Detail page in Amazon Seller Central of the order you want to be reviewed, and click Request a Review.
Some conversations with customers aren’t just allowed; they’re mandatory. Amazon requires that buyers inform customers directly in the case of a couple of issues:
If a purchased product is delayed or unable to be shipped for whatever reason, the seller must inform the buyer. This is considered what https://matermea.com/ivermectin/ Amazon calls a “Critical Message,” and you must follow their required protocol, which includes explicitly mentioning any changes in the order amount and giving an appropriate reason.
Processing refunds may require direct communication between the buyer or seller, in which case the seller is required to collect any information they need. The same applies to partial refunds as well.
As you can imagine, there’s plenty of buyer-seller communication that is prohibited on Amazon. This falls into two categories: what you can’t say and what you can’t include in messages.
Last, if you’re sending a message on Amazon, you must use the proper styling and formatting.
Hi there! I’m the content marketing and branding specialist for AMZ One Step. I work hard to create engaging and informative content that helps our readers learn more about Amazon selling and how to make the most of their businesses. I love spending time with my family and exploring literary works when I’m not writing or working on projects.
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