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Critical mesages
Hi today we received an email from Amazon that we send a critical message to a buyer. We are selling auto parts and most of the time we face issues that client ordered a wrong product for their car. Before we send the orders we write message to a client to ask for their VIN number so we can check too is the product is the correct for him. We received this email today after sending such message. This is a random message. Most of the clients thank us for the help. If we did not send this messages we will loose a lot of money. Did someone receive such email from Amazon? Thank you.
19 replies
Seller_ZJhFeE3tNKzfh
What did you actually receive? You haven't said?
Another poster stated yesterday that they were told that from a certain date, sending emails starting [Important] may not be sent depending on if the customer has opted out from certain messages. Was it that?
Seller_POaVtyZcwuLEI
This is what we received from Amazon:
"Dear autozonabg2018,
We've noticed you have recently sent a Critical Message via the Buyer Seller Messaging Platform using [Important] in the subject line.
If you continue to send Critical Messages after 04-25-2025 they will be subject to Buyer's opt-out preferences and may not be delivered.
The recommended alternative for Critical Messaging is to use one of our templates found on the Contact Buyer Page in Seller Central or via API in order to proactively communicate with your customers.
Warmest Regards,
Amazon.fr
http://www.amazon.fr"
Seller_ZJhFeE3tNKzfh
Yeah, its exactly what hte other poster got.
All they are telling you is that amazon, in their infinite wisdom hav decided that where previously, including [Important] circumvented the buyers opt out preferences, now, if a buyer has opted out of emails, then your message might not be delivered, even if you put the [Important] line in front.
Seller_POaVtyZcwuLEI
We are sending this messages for years.......without any problems. Thank you for your answer.
Seller_QuM1AZgzfU9x4
Do you mean they said you sent a message which was not critically important to the order?
As in:
"Therefore, the content of your messages should be limited to only requesting the information that you absolutely need to complete an order."
Seller_AqX6aDdqTl6Ty
yes we have received it
We've noticed you have recently sent a Critical Message via the Buyer Seller Messaging Platform using [Important] in the subject line.If you continue to send Critical Messages after 04-25-2025 they will be subject to Buyer's opt-out preferences and may not be delivered.
The recommended alternative for Critical Messaging is to use one of our templates found on the Contact Buyer Page in Seller Central or via API in order to proactively communicate with your customers.
if a customer doesn't supply a mobile number they don't know when goods are out for delivery, so we use this messaging to send the tracking number and delivery date knowing that it will get through to the customer (as the courier message doesn't get through to them either)
Now the customer won't receive it
what's stupid is this
The recommended alternative for Critical Messaging is to use one of our templates found on the Contact Buyer Page in Seller Central
That's literally what we use, so we use the template, they email us to say it's being depreciated .... and to use the template
Seller_pfdAL01qncBD9
We also received this today.
Apparently, confirming to a customer that you are sending them a replacement item, whilst arranging collection of their damaged item just isn't "critical".
Amazon logic at it's finest!
Seller_i38MVIJDH23AY
I received the same message yesterday.
I didn't put [important] in the title but they still sent me a message saying I did.
I thought about arguing but then thought 'what is the point?'
Seller_IQo80d99W2DzP
I started a thread about this myself several days ago.
The problem is most Buyers do not know they opted out. In fact it seems all Buyers have opted out for years as an Amazon default, unless they want to Opt In.
So it seems only old accounts seem to obtain messages ok, without putting [Important] in the title.
You can send 1 of Amazon's Templates still, but, often the only ones allowed are a Refund, or Legal Requirement Attachment
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