Communication Guidelines - Permitted messages
Following Amazon's communication guidelines is critical to ensure interactions with your customers are safe and professional. In general, you can contact buyers only to complete orders or to respond to customer service questions.
You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise).
We define Permitted Messages as those communications necessary to complete an order or to respond to a customer service inquiry. Such as the examples below:
- Resolving an issue with order fulfillment
- Asking a question related to a return
- Sending an invoice
- Requesting critical information for the customer to receive their order
- Scheduling the delivery of a heavy or bulky item
- Requesting product review or seller feedback or both
- Verifying a custom design
- Any other reason where the contact is required for the buyer to receive their purchase.
Please see our Communication Guidelines for additional actions that are not permitted when sending proactive messages to buyers.
Seller University Video: Comply with Amazon’s communication guidelines
Seller University Video: Prevent communication guideline violations
Keep in mind that failure to comply with these Communication Guidelines may result in Amazon limiting proactive Permitted Messages to Amazon’s templates or a suspension of selling privileges in Amazon stores. Amazon has the authority to block any message at its discretion.
Hope this helps, and make sure to let us know if there is any specific topic you would like us to review in more depth.
Roberto.
