August 19, 2022

How to Communicate Effectively Using Amazon Message Center

Amazon Message Center is a highly efficient way of communicating with your customers. Learn how to use it to increase your sales and win new customers.
How to Communicate Effectively Using Amazon Message Center
Shawn Khorrami
How to Communicate Effectively Using Amazon Message Center

How to Communicate Effectively Using Amazon Message Center

To sell on Amazon successfully, it is important to understand how to leverage various tools to build customer relationships, increase company sales and grow revenue with Amazon

When it comes to customer relationships, communication between seller and buyer is crucial to building a good customer shopping experience and loyalty which in turn leads to repeat purchases, positive reviews, and higher product ranking. 

As an Amazon seller, to effectively offer customer support, address product questions and attend to refunds, you need to make use of the Amazon Message Center. 

In this article, we will be exploring:

  • What the Amazon Message Center is
  • How to activate the buyer-seller messaging
  • How to check Amazon messages 
  • Amazon’s communication guidelines 
  • Tips for using the Amazon Message Center effectively  

What is the Amazon Message Center? 

The Amazon Message Center or Amazon Buyer-Seller Messaging Service is a tool that helps facilitate communication between buyers and sellers. It allows them to discuss issues regarding the products, give feedback and offer suggestions. 

For the buyer, this tool allows them to drop feedback, ask questions on the usage of the product, or ask any questions about the purchase. 

For sellers, Amazon Message Center allows them to resolve customer complaints, answer questions and build effective customer relationships. 

What’s more, communication between buyer and seller happens via encrypted business email addresses. In other words, buyers and sellers can communicate while respecting each other’s privacy. 

How to activate the Amazon Buyer-Seller Messaging Service  

To start using the Amazon Buyer-Seller Messaging service, you need to enable it on your Amazon seller account. 

Here’s how to activate the Amazon Buyer-Seller Messaging Service: 

  • Go to Settings and click on Notification Preferences 
  • Next, select Edit in the Messaging section
  • Next, click on the Buyer Messages box and enter the email address you want your buyers to contact you on. 
  • Click on Save

How to check Amazon messages 

Checking messages on the Amazon Message Center depends on if you are a buyer or you’re selling on Amazon. 

For Amazon sellers 

  • Log into your Amazon Seller Account and open your dashboard
  • Go to the Orders button and click on Manage Orders
  • A list of your current orders will pop up. Simply click on the specific order to contact the buyer 
  • You can then click on the Buyer’s name in the “Contact Buyer” section. 
  • Send a message to the selected buyer through your Amazon Seller account using the registered email address. 

For Amazon buyers 

  • Go to your Amazon account and click on ‘Your Account’ from the drop-down menu. 
  • Next, click on ‘Message Center’ from the ‘Emails, messages and ads’ section. 
  • You can then view all messages and send messages to sellers about orders, shipping, payments, etc. 

Messages you can send as an Amazon seller

Sellers are only allowed to send messages that fall in these two categories: ‘Proactive Permitted Messages’ and ‘Necessary Permitted Messages’

  • Proactive Permitted Messages: These types of messages are initiated by the seller and do not respond to any buyer inquiry. For example, sellers may want to send an invoice, request seller feedback, or request additional information to complete an order. 
  • Necessary Permitted Messages: These types of messages are necessary for order completion. It could be return-related issues or problems with an order.  

Amazon's communication guidelines 

As with many other services on Amazon, Amazon has strict communication guidelines on the type of message or language you can use. 

Here are the types of messages you should avoid: 

  • Avoid sending promotional or marketing messages 
  • Avoid sending messages that only contain “Thank you” information
  • Avoid sending shipping confirmation messages 
  • Messages that offer assistance if the buyer needs any in the future
  • Messages requesting positive reviews or seller feedback
  • Messages requesting buyers to update or remove a product review 

Amazon permitted messages shouldn’t include: 

  • Phone numbers or email addresses 
  • External links unless important for the completion of an order. 
  • Attachments except it’s an invoice, warranty details, or product instructions 
  • Sensitive information like adult content or offensive language 
  • Logos that redirect a buyer to an external website 
  • Images not connected to your brand
  • Pixels or tracking images 

These rules are there to ensure customers aren’t being sent multiple messages that may be unnecessary. As an Amazon seller, it is important to stay up to date with rules and messaging guidelines to ensure you comply with them. If you don’t comply with the guidelines, Amazon could restrict your messaging or may even suspend your Amazon Seller account. 

Tips for using the Amazon message center effectively 

To take advantage of the Amazon Message Center, you need to understand how to make use of this tool to improve customer experience and build long-term relationships. Here are a few tips to help you use the Amazon Message Center effectively

Handle customer complaints proficiently 

No matter how awesome your product is or how perfect you are with customer delivery, you will most likely encounter several dissatisfied customers. It could be that your product didn’t meet their expectations or perhaps there are shipping issues that require your attention. It is important to master the art of handling complaints proficiently. Like any skill, you need to put in the time, effort, and practice to become good at it. 

Handling a complaint successfully could turn a dissatisfied customer into a loyal customer. On the other hand, poor customer service could be detrimental to your business.

So how do you handle customer complaints proficiently? 

First, stay calm and acknowledge the problem. Seek to understand the problem as much as possible and get as much information as you can. Finally, attempt to solve the problem. 

Respond to messages early 

One way to build effective customer relationships using Amazon Message Center is to respond to customer messages promptly. Customers want to feel valued and heard. Responding to their messages promptly builds trust and tells them that customer satisfaction is indeed a priority for your business. 

Ensure all customer complaints or requests are attended to promptly and efficiently. While you may not be able to respond as quickly to every single message, ensure you do so as soon as you can. 

Sort using message filters 

Messages are filtered into different sections. This makes it easy for sellers to sort messages and assign them to the appropriate team members if they are working as a team. On the other hand, if a seller is working individually, they can easily sort the messages and attend to them based on priority. 

Keep emails minimal 

While Amazon Messaging Center allows you to communicate with customers and build trust, you don't want to bombard customers with emails. Be strategic with the kind of emails you send and use them as a tool to establish customer relationships. 

Can Amazon read buyer-seller messages? 

The Amazon Buyer-Seller Messaging Service was created for effective communication between buyers and sellers. These messages follow guidelines that are aimed at ensuring privacy is respected. To ensure this standard is maintained, and settle any disputes that may arise, Amazon reads messages between buyers and sellers. 

To avoid any penalties, it is important to be accustomed to all the rules and guidelines involved in using the Amazon Buyer-Seller Messaging Service 

Wrapping up 

With the Amazon Message Center feature, you can send and receive messages, respond to customer requests and complaints, build customer relationships, improve your services and provide the best customer experience. 

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