How The Amazon Message Center Works In 2021

What Is Amazon Message Center?

Amazon’s messaging center is the primary feature that allows communication between sellers and buyers on Amazon regarding any suggestions, feedback, or issues relating to a purchase.

If you’re wondering how to check messages on Amazon and utilize this system properly, we’ve got you covered in our in-depth guide to Amazon Message Center.

The message center gives sellers control in managing their own business and relationship with their customers.

How To Check Messages On Amazon (For Both Buyer & Seller)

Accessing your messaging service depends on whether you’re a buyer or seller on the Amazon platform.

For Buyers:

  1. First, you’ll need to log into your Amazon.com account.
  2. Then you’ll want to click into the Message Center of your account.
  3. Once you’re there, all of your Amazon messages will display. Within this platform, you can send attachments to sellers, respond to Amazon messages and view past communication.

For Sellers:

  1. Log into your Amazon.com Account, and head over to the Amazon Seller Dashboard.
  2. Find the Orders button located at the top and click on the Manage Orders option.
  3. A list of your current orders will open up. In order to message a buyer, you need to click on the order that correlates with the buyer you need to contact.
  4. Once the order opens, you can click on the buyer’s name in the “Contact Buyer” section.
  5. Send the message to the buyer through your Seller Central account or by using their registered email address to contact them via a third-party email service.

What Messages Can I Send As A Seller?

There are two types of messages that sellers on Amazon can send.

What Messages Can I Send As A Seller Sunken Stone min

These two categories are “Proactive Permitted Messages.” and “Necessary Permitted Messages.”

All messages deliver within 30 days of the order date in order to follow Amazon’s guidelines and protocols.

Proactive Amazon Messages

Proactive permitted messages are not in response to a buyer’s inquiry. Instead, sellers on Amazon initiate these messages.

Here are some common issues you might message your buyer about that falls into the Proactive Amazon messages category:

  • Verifying A Customized Design
  • Scheduling A Service Appointment
  • Planning Delivery Services For Oversized Or Bulky Items
  • Asking For Seller Feedback Or Product Reviews
  • Sending An Invoice
  • Asking A Question Related To A Return
  • Requesting Additional Information To Complete The Order
  • Resolving Any Issue Associated With Amazon FBA

Necessary Permitted Messages

Necessary messages are a form of communication, essential to complete an order. Here are some common reasons you might find yourself contacting a seller:

  • Return-related Issue
  • Problem With Order Messages

Amazon Messages Policy / Guidelines

Amazon has strict rules on what you can talk about in messages and what language needs to be avoided.

This is because most of the information you might need to send over is automatically exchange to your customer’s such as shipping information or other essential customer support.

To ensure that the customer is not receiving too many messages, Amazon’s policy states that the following types of messages should be avoided to ensure you’re not breaking Amazon rules.

  • A Request For A Review Only If The Buyer Had A Good Experience
  • Requesting Positive Seller Or Product Reviews For Feedback
  • Requesting Buyers To Update Or Remove A Product Review You Don’t Like
  • Promotional Messages, Including Emails With Coupons Or Discount Codes
  • Emails That Offer Assistance If Buyers Have Any Issues, Or Simply Say “Thank You.”
  • Shipping Confirmations

While these rules can seem complicated, they are there to ensure that there are not multiple messages being sent to a buyer that is deemed unnecessary.

For example, while you can use the messaging app to ask for feedback, the language must stay neutral instead of trying to force a positive review, which is when the message breaks Amazon rules.

It’s essential that any of the messages you decide to send do not contain:

  • Images Not Related To Your Brand
  • Photos Of Products shoppers buy
  • Phone Numbers
  • Email Addresses
  • Tracking Images Or Pixels
  • Inappropriate Content
  • A Link For Customers To Opt-out
  • Logos That Contain Or Display A Link To Your Website, External Links, Or Attachments.

The message you send should also not contain more than two line breaks in a row, spelling or grammatical issues, unsecure images, more than three different sized fonts, GIFs, or Emojis. Remember, the idea is to stay to the point and professional.

Keeping Up With Amazon’s Communication Guidelines

It’s essential to keep yourself updated with the latest changes to Amazon’s messaging guidelines to ensure that you’re not breaking any rules.

As the seller, it’s your responsibility to make sure you’re up to date with the regulations and that you comply with them.

If you don’t follow the messaging guidelines on Amazon, your ability to send messages can be restricted, or Amazon can even suspend your selling account.

Amazon also has the right to modify subject lines or block messages at its own discretion to protect buyers’ experience.

Tips To Manage The Buyer-Seller Messaging Service On Amazon

When using the platform to message your buyers, follow these tips to ensure you always deliver a good customer experience.

Tips To Manage The Buyer Seller Messaging Service On Amazon Sunken Stone min
  • Respond Immediately: With any messaging system, it’s essential to respond as quickly as possible. This sends a message to your buyers that customer satisfaction is your priority and that buyers can trust you. Being conscious of clients’ issues can help you maintain a successful Amazon business because fast service makes customers feel valued and heard.
  • Assign Messages to Different Team Members: When customers message you, they filter them into different sections to make it easier for businesses to split up the work. As a business, you can assign various team members to cover certain parts of your customer’s orders so that customers are constantly receiving an appropriate response. If you’re the only person working in your business, then it can be hard to manage every complaint in a reasonable amount of time.
  • Keep A Cool Attitude Regarding Complaints: There will always be customers who are unhappy with your product, regardless of how perfect it is. It could be something as simple as shipping issues, or they received a faulty product. Regardless, it’s essential to handle each complaint with a composed and calm attitude. Make sure to acknowledge the problem, have a conversation to get to the root of the issue, and offer a solution to the problem.

Stick With Expert Help At Sunken Stone

Following and understanding Amazon policies will help protect you as a seller and provide the best experience for buyers.

Managing your messaging platform can take a lot of work, especially since you must keep all of Amazon’s guidelines in your mind. If you’re unsure where to start, you work with professionals at Sunken Stone to have expert guidance when it relates to managing your Amazon messages.

Download the Ultimate Amazon Success Guide by Sunken Stone

Frequently Asked Questions

How Do I Check My Messages on Amazon?

To check your messages as a buyer, you’ll need to long onto your Amazon account, and click into the message center of your account. From there, you’re able to access your messages.
If you’re a seller, you’ll need to head over to the Amazon Seller Dashboard. Find the Orders button located at the top and click on the Manage Orders option. A list of your current orders will open up.
In order to message a buyer, you need to click on the order that correlates with the buyer you need to contact. Once the order opens, you can click on the buyer’s name in the “Contact Buyer” section. Send the message to the buyer through your Seller Central account or by using their registered email address to contact them via a third-party email service.

Are There Any Messages I Can’t Send To My Customer?

Yes! If you’re asking your buyers for positive reviews on your products, you’re breaking the rules. If your email is simply to say thank you, offers shipping confirmations, or requests buyers to remove reviews you don’t like, you’re going against Amazon’s policies.

What Messages Can I Send to Customers?

There are two types of messages you can send to your customers. Proactive Amazon Messages alert buyers of any issues, or ask pertinent information to complete an order. Necessary permitted messages are related to return issues or problems with orders.

What Happens If I Violate The Messaging Guidelines?

If you choose to ignore Amazon’s policies, it can really hurt your Amazon business. You may get your messaging privileges taken away, or they can ban you as a seller.

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