Updated Communication Guidelines policy for all sellers
This is a reminder that our updated Communication Guidelines for Buyer-Seller Messaging will go into effect on November 6, 2020, for all sellers. They include direction on Permitted Message types, appropriate content, and style requirements. Note: The templates available through the Contact buyer page in Seller Central, third-party applications, or API simplify the process of sending proactive messages. It automates the inclusion of order ID, language of preference translations, and compliance with critical message guidelines.
We have made the additional updates in response to seller and developer feedback. Our communications-related policies will provide the specific details.
To find the announcement, visit the Changes to programme policies Help page.
Want to find out more about Amazon’s policies? Check the news section of Seller Central every Tuesday for policy reminders that help us ensure that all sellers and customers have a great Amazon experience.
0 replies
Seller_ZvYacczEwk78x
The Permitted message types in the message section of the Amazon framework has now become completely unusable.
You want to send a message regarding a book you sent to someone in error ~ you can’t !!
You want to thank a customer for help that they have provided for you ~ you can’t !!
You want to query a possibly error in a customer’s provided address ~ you can’t !!
You want to offer a method of returning a book to your home address ~ you can’t !!
The communications guidlines have been modified to “simplify the process of proactive messages” what a load of ROT.
Every time Amazon alters what used to be a useable sales platform, they reduce both the customer experience and the seller’s ability to provide a sympathetic service.
Surely if enough sellers complain, we might get back to a half decent system.
Seller_0xavPE91kwzcZ
It’s a joke. Customer writes a review about how something was missing (except it isn’t - the customer missed it in the packaging). Not allowed to proactively message the seller so we are left with a 1 star we can’t fix.
and many many other reasons why this limitation sucks. Amazon wants us to be customer receptive but don’t allow us to be customer receptive. It just makes the customers more angry at the perceived lack of a seller care which we are not permitted to offer unless the customer contacts us first.
Seller_09KaA3XjqoUPw
I cant see the policy on messages , can someone post a direct link or copy and paste the info? The link on the above message doesn’t seem to relate to the messaging guidelines ?
Seller_FrtSJm64VF5ey
What an absolute lot of tosh! They obviously only want robotic responses.
But one of the guidelines really did make me LOL: Permitted Message styling may not contain any of the following: Egregious spelling errors or grammar issues
Seller_LKjg1QRrO36Yq
It seems strange to publish Updated Communication Guidelines’ in pdf format rather than the more user-friendly HTML.
Also, some of the links in the article got to amazon.com - is that relevant for UK sellers?
Apart from that I’m finding it difficult to interpret. I can’t quite work out what, if anything, is changing from the current guidelines.
Seller_xUKHc5xSYJmI4
I think Amazon wants to streamline the process of messages to customers. Maybe too many customer complain they receive too many unnecessary messages from sellers such as leave feedback or thank you when this is already provided by Amazon. However the process does not work if you are trying to help a customer establish a problem with the product or trying to diagnose the issue.
Seller_sFEUMUfeW5484
All of which is pointless if the buyer has blocked all emails anyway.
Seller_FnJT8GoodqsLT
amazon seem quite happy to message customers to tell them to ask for a refund for orders that have already been delivered leading to loads of scammers but we arent allowed to contact them to say it all is good with your order! amazon really need to stop coming up with these “GREAT” ideas!!
Seller_ftMMn0UeA4IQP
Disappointing that we can’t send a screenshot anymore of the tracking and signature to the numerous ‘item not received’ enquiries that we all get 
