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This article applies to selling in: Saudi Arabia

Communication Guidelines

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.

Direct Communication

  1. 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 process.
  2. 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.

Indirect Communication

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:

  1. 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.
  2. 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.
  3. 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 refund.

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 otherwise.

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 your website.
  • 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 shipment.

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.

Authentic Buyer-Seller Communications

Buyers who attempt to contact you will see the Contact Seller Web form:

Topic selected by buyer Subject line of e-mail to seller
Product Details Product details inquiry from Amazon customer
Shipping Shipping inquiry from Amazon customer
Returns Policy Return policy inquiry from Amazon customer
Other Question Inquiry from Amazon customer
  1. The buyer chooses from one of the five listed choices.
  2. The buyer types the message to you. Note that the message is text-only; it cannot contain HTML code or links.
  3. 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.

Note: This is just an example, from another marketplace. The actual content of your e-mail will be different.
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