As part of selling on Amazon merchants communicate with Amazon customers
both directly and indirectly. Amazon requires that merchants follow the guidelines below
when communicating with customers.
Order Unavailable email: Sellers must
communicate with buyers if the product ordered is not available to be shipped. Adjust the full order amount using the Manage
Orders/Manage Returns feature or an Order
Adjustment feed. Sellers must use NoInventory or
CouldNotShip as the reason codes for the adjustment as necessary.
Use the Order Unavailable email template to communicate with the
buyer about your inability to fulfill the order.The Order Unavailable email must
contain a confirmation that the order amount was adjusted with the appropriate reason
for the unavailability of the products. If you think you can fulfill the order but the
shipment will be delayed beyond the advertised availability, you must notify the buyer
about the delay. If the buyer decides cancel the order, you should then start the refund
Return Confirmation email: If a buyer returns an
order, we encourage you to communicate with the buyer when the order is received. Use the Return
Confirmation email template for this communication. This email must contain
confirmation of the products returned, order amount refunded and the date of refund.
However, you must process refunds for the order amount (minus any charges) using
the Manage Orders/Manage
Returns feature or an Order Adjustment feed.
Note: In any communication you have
with buyers (including shipping box inserts), you cannot ask them to leave a positive
customer review for your product, or to leave a review only if they had a positive
experience with your product. Similarly, you cannot ask only customers who had a positive
experience with your product to leave a review. It is also prohibited to offer them any
compensation for a review, including money or gift cards, free or discounted products,
refunds or reimbursements, or any other future benefits.
Amazon communicates order-related
information to buyers through their "Your Account" updates. These updates include
information such as when an order has been shipped (with the tracking number) or when a
refund has been processed. These updates are based on your actions to ship
the order using Manage Orders (e.g., schedule pickup for an
Amazon Easy Ship order, or confirm shipment for a self-ship order), or refunds initiated
using Manage Orders/Manage Returns. You
may also use the following feeds:
Shipping Confirmation feed:
This feed tells Amazon that you've shipped buyer orders and provides order tracking
information for the buyers. Timely communication of order status is an important part of
a high-quality shopping experience for Amazon buyers. If you use
Amazon Easy Ship, see #2, rather than using this feed.
Note: We require sellers to promptly
confirm shipment of all orders, either by using the Manage Orders feature or
by uploading a Shipping Confirmation feed.
After you confirm shipment, Amazon
sends a confirmation email to the buyer.
Schedule Pickup feed: This feed schedules pickups for your Amazon Easy
Ship orders in bulk. Once the pickups are scheduled, you prepare the packages and they
will be picked up at the appropriate time. Once they are picked up by the courier, they
will be confirmed as ‘shipped’ to the buyer and provided with a tracking ID. If you are
a self-ship seller you may not use this feed.
Order Adjustments feed: This feed
tells Amazon that you've issued buyer refunds. Buyers want to know their refund status
after they return products. Therefore, it is critical that you process refunds promptly.
You can also use the Manage Returns feature to issue a
In general, you may
contact a buyer who has purchased from you on Amazon only to complete an order or to
respond to a customer service inquiry. You may not contact buyers in
any way for marketing or promotional purposes, via email, physical mail, telephone, or
If you send a permitted email to a
buyer, your email may not include any of the following:
Links to any website.
Logos, if they contain or display a link to
Any marketing or promotional messaging.
Any promotion for additional products or
referral to third-party products or promotions.
Amazon also restricts sellers from using customer information, such as
their email or postal addresses, for any purpose other than for sending order-related
emails or delivery orders. Any other communication through unsolicited emails, postal mails
or telemarketing phone calls is strictly prohibited. Sellers must include the Amazon order
ID in all communication with customers and also on the packing slip included in the
Be sure to include the Amazon order ID in
your communications to buyers and on the shipment packing slips.
If you have questions about our
policies regarding communicating with buyers, contact Seller Support.
Buyers who attempt to contact you will see the Contact Seller Web
|Topic selected by buyer
||Subject line of e-mail to seller
||Product details inquiry from Amazon customer email@example.com
||Shipping inquiry from Amazon customer firstname.lastname@example.org
||Return policy inquiry from Amazon customer email@example.com
||Inquiry from Amazon customer firstname.lastname@example.org
The buyer chooses from one of the five listed choices.
The buyer types the message to you. Note that the message is text-only; it cannot
contain HTML code or links.
The buyer clicks Send e-mail and we send the message to you
to your e-mail address.
While Amazon directs the message to you, we do not review the content. You should
carefully review each message before you reply to it.
As a reminder, your Participation Agreement,
explicitly states that payment and refunds for sales on Amazon are to be made
solely through Amazon.
Here's an example of what the email from the buyer
might look like.
This is just an example, from another marketplace. The actual
content of your e-mail will be different.