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This article applies to selling in: India

Send a critical message to a buyer

On the Contact Buyer page, certain contact reasons are available for you to select based on the order status and specific product categories.

Amazon does not block messages if they are necessary for completing an order. If your message was blocked, it is due to the buyer opting out of non-critical messages from sellers or Amazon treats the selected contact reason as one that is not critical for completing the order.

To send a message related to a specific order, follow these steps in Seller Central:

  1. Go to the Orders menu, select Manage Orders.
  2. Locate the order that you want to contact the buyer about.
  3. In the Order Details column, click the name of the buyer to open the Contact Buyer page.
  4. On the next page, select a contact reason, complete the message, and click Send
    Important: You will not be able to edit the subject line of the emails sent from Seller Central. Amazon will deliver the messages related to completing an order.

    To send a message related to a specific order, follow these steps using your email client.

    Include the word [Important], with brackets as shown, anywhere in the subject line. The email will not be blocked and you won't receive a bounce back message.
    Note: You can use capital or lowercase letters, but the word important must be surrounded by brackets to be effective. For example, the subject line "Need additional information" should instead be "[Important] Need additional information" or "Need additional information [Important]."
    Important: Use of [Important] for non-critical messages may result in the suspension of your selling privileges. If you use other subjects, the message will be bounced back if the buyer has opted out. Buyers can also flag messages as inappropriate. Therefore, the content of your messages should be limited to requesting only the information you absolutely need to complete an order.

    If you require access to customer phone numbers to obtain critical information necessary for Easy Ship order completion such as product customization inputs or to facilitate product installation, please submit your request through below form. We will look into the requests and approve or reject based on the business justification and criticality of the information required from customers for order completion.

    Note: Irrespective of whether you have access to customer phone numbers or not, you are required to follow Amazon's customer personal information policy which can be found in our Seller Agreement.
    Important: Failure to comply with the terms of the Seller Agreement and Amazon policies can result in cancellation of listings, suspension from use of Amazon tools and reports or the removal of your selling privileges Amazon may, in its sole discretion, exercise other remedies under applicable law for breach of contract and misuse of customer confidential information.
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