Contacting a Customer Is Impossible! Amazon are idiots!


Greyed out, ridiculous service!
I just don’t know who makes these decisions.

I assume they are trying to stop spam messages and make them relevant, but in the same tim ethey have made it a tonne worse.


Copy the buyer’s Amazon email into your email software and send your message with any attachments. Worth a try?


The [IMPORTANT] thing is only if sending an email to the buyer’s Amazon email from your own email (not via Seller Central). It’s best to send a message through Seller Central and select “Additional information required”.


It makes no difference whether you send from your email or via Amazon’s email system.
It will go through their servers anyway. So if the customer is opted out, it will be bounced.

If the email is important, then use the option “Additional information required”.
There is no need to write the word important in the message when doing it this way.
The only time that you need to do that, is if sending an email from your own email. But not in the message, you add the word to the subject line.

I agree with the original poster though, their email system is simply not fit for use!

It’s so frustrating trying to contact customers, particularly when trying to arrange delivery, that they simply don’t get the email or it goes in the spam folder.
Amazon simply send FAR TOO MANY emails, which is why so many get marked as spam!


Think you missed the rest of my post! :grin:


Yes, that is what I meant. Use seller central, not personal email. Should have made it a bit clearer.


I am only speaking as advised by SS. It’s what I’ve always done and (so far anyway), it usually gets a response. Some people won’t respond even if they get your message. Oh for the days of writing letters in the post !


“Amazon simply are i****”

I could not agree more with you :slight_smile:


You are correct.

We are now paying the consequences of Amazon letting Chinese scammers run riot on the site. Instead of getting rid of the root cause of problem Amazon have used a sledgehammer to attack the symptoms.


Plus…we are not able to block these kind of customers as well.
It happened with us many times and honestly I always save customer,s number as amazon will never help to resolve these issues.


Totally agree.
When someone buys something from you should be able to maintain contact until order has arrived, and further until any disputes are settled amicably.
ONLY if an issue developes should Amazon intercede, and act as middle man(as they are in any case),then take control over the 2 parties,establish facts,ie faulty item,non receipt of,and the biggy…suspicious fraud, deal with the matter,and then reach a common sense decision.
Amazon are too heavy handed when it comes to refunding a third party without YOUR permission…its biased,PREJUDICIAL and simply unfair.
Too often they refund without full investigation and always in the buyers favour.
How can this be so?
How can so many fraudsters recieve an item,still claim a refund,and Amazon apply it.
Simply…Amazon does not take the hit,the small seller or independent trader does.
It’s a pain,its wrong and it stinks.


I have got an A-Z claim because of costumer not responding. It’s getting more and more complicated


Unfortunately this is amazon for you dont care about the seller only look after the buyers , well lets hope one day all sellers decide to move away from selling on amazon as they have no respect for the sellers who generate them lots of commission , they dont have a customer services department who you can call for advise and to allow customers to opt out of receiving messages well whats all this about


Hi, use ‘Additional Information Required’ in the message header these get through regardless of if they have opted out.


And yet you’re still here ??


I assume the buyer requested these photos?

If so why can’t you reply to their message or is it that message showing up as not received?


Had the same here today regarding an INR.

He has emailed us twice in which we responded showing the tracking details images and that the item had arrived, then this morning the third messages says he’s really unhappy that he’s not getting a response from us so we presumed he had opted out.

We have had this before and its so frustrating for a seller not to be able to contact a buyer regarding an order, you think they would open up the messaging between buyer and seller when a purchase is made.

The only option for us was to message him via his mobile number luckily there was one there, but I suppose contacting amazons customer by phone is also out of policy so you can’t win.

Good thing is as soon as we sent the message saying we have responded to all messages twice and the tracking shows the item had been delivered and if this wasn’t the case we will pass this over to Royal Mails investigation team he responded via amazons messages saying he had found the item!

The crazy world of amazon!


100% agree. Good customer service is about communication.
Negative feedbacks due to lack of or poor communication is common on Amazon.
I have spoken buyers (they’ve called me !!??) who weren’t aware they were opted out of messaging. Wonder whether it’s a default, and buyer have to opt in?
A wonderful world, we are all connected 24/7, but then aren’t, no messaging, no phoning.


Get use to it . Amazon will NEVER change their policy to suit their SELLERs . They ( amazon ) will only do what is best for BUYER .

The amount of complain we received because of it ( opt -out ) and time need to explained to buyer is ridiculous . How on earth buyer are inform regrading tracking and delivery updates !?

Try speak to amazon . Good luck .


What I think we all need to remember is Amazon doesn’t want people selling on Amazon Marketplace - they do it so that they get a share from sales that would otherwise all go to ebay . They stop us ( independent sellers) from contacting OUR buyers but when anything goes wrong Amazon provide a full refund , giving the impression that THEY are providing a good service . I had a customer contact me through Amazon to inform me i had sent the wrong book, I apologised and asked them to return the book sent in error and I would send the correct book. Weeks went bye and they didn’t contact me until Amazon issued them a full refund WITHOUT them returning the book - even though Amazon had the email from the buyer saying they had received one of our books - they are without doubt one of the worst companies ive ever dealt with . I recommend using ebay - i sell more there and they charge less.