Can I Send Instructions/FAQ email to buyers?
Hi, new seller here! I'll get right to the point: I know that I am allowed to send ONE email asking for a review. However, am I also allowed to send buyers an email with instructions for how to use their product and an FAQ? I have heard different things and am a bit confused.
2 replies
Seller_Hi7wbO2Kbo6bl
No. You may not send your email to buyer, in fact the system wouldn't even permit it.
If you want to request a review, use the link supplied on the order detail page. That's the only "safe" way to request review. It requests both product review and seller feedback.
Tatiana_Amazon
Hi @Seller_046bBVv5ETDnW,
Tatiana from Amazon here. @Seller_Hi7wbO2Kbo6bl has already provided a good advice to you regarding customer messages and emails so I wanted to try and expand on that a bit for you.
Typically, you may only contact buyers to complete orders or to respond to a specific customer service question that they have asked. You can learn more about the basics of communicating with buyers below:
- Communicate with buyers using the Buyer-Seller Messaging Service
- Buyer-Seller Messaging Best Practices
However, if you are the brand owner of the product, you do have the option of uploading user guides and/or manuals directly to your detail page. You can learn more about the product documents that we allow at this help page.
Additionally, I wanted to reiterate bookwormapril's comment above. Reviews cannot be requested via buyer-seller messaging, but you can utilize the Request Review button on the Manage Orders page. You can learn more about that process at this help page.
Tatiana
