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This article applies to selling in: India

Buyer-Seller Messaging Service overview

The Buyer-Seller Messaging Service lets you communicate with buyers in the Amazon store via email or Seller Central. The service uses encrypted email addresses for both buyers and sellers. For example, when a buyer contacts you, Amazon assigns them an encrypted alias like .in . Amazon then routes the emails to you via the encrypted alias.

For detailed instructions on how to use the Buyer-Seller Messaging Service, go to Communicate with buyers using Buyer-Seller Messages.

Benefits of Buyer-Seller Messaging

Buyer-Seller Messaging keeps a record of all buyer-seller correspondence. Even when you respond using your personal or business email, the service records it using an encrypted email alias.

Benefits include:

  • Increased security of buyer-seller communication.
  • One place to view all your sent and received messages, whether from the service or from your email system (including Outlook, Hotmail, Gmail, Thunderbird, GMX and so on).
  • Improved buyer-seller communication to help reduce disputes and claims.
  • A record of all buyer-seller correspondence, resulting in faster dispute resolution by Amazon.

For more information, go to Buyer-Seller Messages FAQ.

Enable product questions for Fulfilment by Amazon (FBA) orders

If you fulfil your own orders, Buyer-Seller Messaging is enabled by default. FBA sellers can turn on Buyer-Seller Messaging to respond to specific product questions and help improve the FBA buyer's experience. Your specialised product knowledge can help reduce product return rates and encourage repeat purchases.

Note: FBA Buyer-Seller Messaging is for product enquiries only. You can only respond to (and can't initiate) messages about returns containing an FBA product designated as a gift. Customer service related enquiries on Amazon-fulfilled orders, such as how or where to return a purchased item, should be redirected to Amazon Customer Service.

To enable Buyer-Seller Messaging for buyers to send you messages about your products:

  1. On the Settings menu, click Notification Preferences.
  2. In the Messaging section, click Edit.
  3. Select the Buyer Messages check box, and enter the email address that you want Amazon buyers to send messages to about your products.
  4. Click Save.

Buyer-Seller Messaging Service overview

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