Amazon Buyer-Seller Messages: How to Access & Manage?

Key Highlights

• Amazon’s Buyer-Seller Messaging system helps sellers manage customer interactions securely through anonymized email aliases, ensuring communication remains centralized and policy-compliant.
• You can access buyer messages easily via Seller Central or the Amazon app, enabling timely responses and better customer service from any device.
• Amazon permanently stores all messages, which means you cannot delete them. This supports accountability, transparency, and seller-buyer protection.
• Only order-related or customer service communications are allowed; promotional content, emojis, or review manipulation tactics violate Amazon’s guidelines.
• Prohibited content includes external links, personal contact info, opt-out links, and unrelated attachments, all of which can lead to account warnings.
• Use Amazon-approved templates to stay compliant, reduce errors, and maintain a consistent, professional tone in all communications.
• Best practices include regular message monitoring, professional tone, and avoiding off-platform contact, all of which protect your seller metrics and reputation.
• beBOLD Digital helps sellers streamline communication and stay policy-compliant, so you can scale your Amazon business without the stress of missteps.

Clear communication with Amazon shoppers is critical, but many sellers overlook the power of Amazon Buyer Seller Messages. It is a great way to securely connect with customers, provide important information, and resolve issues before they lead to negative reviews. This built-in tool offers centralized message management, secure communication through anonymized email aliases, and supports order fulfillment in the buyer’s preferred language. In this guide, you’ll learn how to find Buyer Seller Messages on Amazon, manage them effectively, and follow Amazon Buyer Seller Messaging Guidelines to improve customer satisfaction and protect your seller feedback metrics. Let's dig in!

What Is the Amazon Buyer-Seller Messaging Service?

The Amazon Buyer-Seller Messaging Service allows direct communication between Amazon shoppers and sellers about order-related issues, like shipping delays, product concerns, or returns.

This service ensures that communication stays within the Amazon platform, protecting both parties by:

• Using an anonymized email alias instead of real email addresses.
• Maintaining a searchable record of all messages inside the Amazon Message Center.
• Enforcing Amazon’s guidelines to prevent unsolicited messages and protect customer satisfaction.

For sellers, it’s a secure, compliant way to improve seller feedback, reduce bad reviews, and stay aligned with your notification preferences and email client settings.

How to Access Buyer-Seller Messages on Amazon?

Wondering where is Buyer Seller Messages on Amazon?

Whether you're managing your Amazon seller account from a desktop or mobile device, accessing your messages is simple. Let's walk you through how to find and manage Amazon buyer and seller messages on both platforms.

On Desktop (Seller Central)

If you're using a desktop, follow these steps:

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From here, you can manage your buyer seller messages seamlessly.

On Mobile (Amazon App)

Need to respond to a buyer while on the go? Here’s how to get to buyer seller messages on Amazon via the app:

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5. From here, you can view and manage all Amazon messages, including those from buyers and Amazon support.

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By staying on top of your messages, you ensure timely replies, better customer satisfaction, and stronger seller feedback.

How to Delete Buyer-Seller Messages on Amazon?

Currently, Amazon does not allow sellers to delete individual messages or entire threads from the Buyer-Seller Messaging Service. All communications are permanently stored within the Amazon Message Center for transparency, compliance, and record-keeping. This helps protect both sellers and Amazon shoppers by maintaining a complete history of order-related issues, ensuring alignment with Amazon’s messaging guidelines.

Amazon Buyer-Seller Messaging Guidelines

To maintain a safe, transparent Amazon ecosystem, Amazon enforces strict Buyer-Seller Messaging Guidelines. Here’s a breakdown of key rules to follow:

1. Permitted Messages

Sellers may only send messages necessary to:

• Complete an order, such as addressing shipping delays or out-of-stock issues.
• Respond to customer service inquiries, like return questions or invoice requests.

These are termed “Permitted Messages” and must relate directly to the specific order.

2. Prohibited Content

Messages must never include:

• Marketing or promotional content (e.g., coupons, upsells).
• External links, except secure HTTPS links essential for order completion.
• Email addresses, phone numbers (except warranty or shipping providers), or logos linking off Amazon.
• Incentives for reviews or feedback, such as coupons, refunds, gifts, or requests to remove/change a review.
• Emojis, GIFs, tracking pixels, unauthorized attachments, branding images, or off-brand styling.

3. Response Time

Amazon emphasizes prompt communication between buyers and sellers. You're expected to reply to buyer messages within 24 hours, including weekends. Delayed responses can negatively affect your seller metrics and lead to reduced visibility or account warnings.

Timely replies help build trust with Amazon shoppers, resolve order-related issues faster, and minimize the risk of negative reviews.

4. Message Templates

To ensure compliance with Amazon Buyer Seller Messaging Guidelines, sellers are encouraged to use Amazon’s pre-approved message templates. These templates are designed to include all required elements, like the buyer’s preferred language and 17-digit order ID, while eliminating the risk of unintentionally violating rules.

Using templates is a reliable way to maintain consistency, professionalism, and avoid sending unsolicited messages.

What Messages and Content Are Prohibited in Buyer-Seller Communication on Amazon?

To protect Amazon shoppers and maintain trust on the platform, Amazon strictly regulates what sellers can and cannot send through Buyer-Seller Messages. Below is a breakdown of prohibited messages and content types that are not allowed in buyer-seller communication.

Prohibited Messages Sellers Can't Send to Buyers

Amazon only permits communication necessary for order fulfillment or customer service. The following types of messages are explicitly prohibited:

• Shipping or Order Confirmation Messages: Amazon already sends these automatically. Sellers should not send duplicate confirmations.
• Thank You Messages: While polite, these are considered unnecessary and may be flagged as unsolicited messages.
• Promotional or Marketing Content: Messages must not include promotions, discounts, coupons, upselling, or any attempt to market other products.
• Requests for Positive Reviews or Feedback: You cannot ask buyers to leave a positive review or to remove or revise negative feedback. Amazon allows neutral review requests only, using approved tools.

To enhance buyer engagement and retention, consider leveraging brand-tailored promotions that align with your product strategy and customer journey.

Content Not Allowed in Buyer-Seller Messages

Even when sending permitted messages, the content itself must follow Amazon’s strict formatting and policy guidelines. The following content is not allowed:

• Unnecessary or Irrelevant Links: Any links that don’t directly support the order, such as links to surveys or external sites, are prohibited.
• Logos with External Links: Brand logos that link outside of the Amazon platform violate Amazon’s guidelines.
• Links Allowing Buyers to Opt Out: You cannot include opt-out links, as buyers manage notification preferences through Amazon directly.
• Emojis and Animated GIFs: These are considered unprofessional and are not allowed in buyer communications.
• Attachments Unrelated to the Order: Only relevant documents, like invoices or instructions, may be attached. Avoid unrelated or promotional PDFs.
• Images Not Related to Your Brand: Use only product-related images that support the order. Stock photos, memes, or decorative visuals are not permitted.
• Personal Contact Information (Email & Phone Numbers): Sharing your real email address, personal phone number, or directing buyers outside Amazon breaches the anonymized email alias system and puts your Amazon seller account at risk.

Also read our blog on mastering how to become a seller on Amazon.

What Are the Best Practices for Managing Buyer-Seller Messages?

Managing your Amazon buyer seller messages effectively can improve customer satisfaction, protect your seller feedback, and ensure compliance with Amazon’s guidelines. Here are key best practices to follow:

1. Regular Monitoring

Check your Amazon Message Center frequently to catch buyer inquiries early. Prompt replies, ideally within 24 hours, enhance trust and reduce the risk of negative reviews. Regular monitoring also helps you meet Amazon’s response time metrics and keeps your seller account in good standing.

2. Professional Communication

Always use a clear, polite, and professional tone when responding to Amazon shoppers. Address their concerns directly, avoid jargon, and never use aggressive or casual language. Maintaining professionalism shows that you take their experience seriously and helps prevent disputes or buyer dissatisfaction.

3. Use Templates

Amazon offers pre-approved message templates to streamline communication. These templates are built to include required information and comply with Amazon buyer seller messaging guidelines. Using them reduces the chance of sending unsolicited messages or including restricted content that could flag your Amazon account.

4. Avoid Off-Platform Communication

Keep all buyer interactions within the Amazon messaging system. Sharing personal email addresses, phone numbers, or redirecting buyers outside the platform violates Amazon’s communication policies and compromises buyer privacy. Using the anonymized email alias system ensures both security and compliance.

For a broader view on driving growth across the platform, explore these proven Amazon marketing strategies to boost visibility and conversions.

From Frustration to Fulfillment, Scale Smarter with beBOLD Digital

Tired of Amazon’s rules slowing you down? We’ve got you.

Managing Amazon Buyer Seller Messages, staying compliant, and juggling customer expectations shouldn’t be this hard. At beBOLD Digital, we turn seller pain points into growth opportunities. From navigating Amazon’s strict messaging guidelines to boosting your seller feedback and driving real conversions, we offer end-to-end Amazon marketing solutions that simplify the process and amplify results. Whether you're launching, scaling, or optimizing, our team knows exactly how to get you there.

Let’s turn Amazon chaos into clarity. Schedule your strategy call today.

Conclusion

The Amazon Buyer-Seller Messaging Service plays a crucial role in building trust and delivering great customer experiences. By knowing how to access and manage buyer messages, following Amazon’s strict communication guidelines, and using proven best practices, sellers can handle inquiries efficiently, avoid policy violations, and reduce the risk of negative feedback.

Staying compliant and responsive not only improves customer satisfaction but also strengthens your seller reputation on the Amazon platform. Clear, timely, and professional communication is essential for long-term success in today’s competitive eCommerce landscape.

Frequently Asked Questions

Can I delete buyer-seller messages on Amazon?

No, you cannot delete messages within Buyer Seller Messages Amazon. All conversations are stored permanently for compliance and record-keeping. This ensures transparency, protects both parties, and aligns with Amazon’s policy on communication history.

How can I ensure compliance with Amazon's messaging guidelines?

Follow Amazon’s Buyer-Seller Messaging Guidelines by sending only order-related or customer service messages, avoiding promotional content, and using Amazon’s pre-approved templates. Always communicate professionally and stay within the platform to avoid policy violations or account restrictions.

What should I do if I receive a message from a buyer?

Respond within 24 hours using the Amazon Message Center. Keep the tone professional, address the issue clearly, and avoid sharing personal contact information. Timely, relevant responses help improve customer satisfaction and protect your seller performance metrics.

How can I access buyer-seller messages on mobile?

Open the Amazon app, sign in, tap the menu icon, go to “Your Account,” then scroll down and select “Message Center.” From there, you can view, manage, and respond to buyer-seller messages on your mobile device.

Need help managing Amazon buyer-seller messages or staying compliant with Amazon’s policies? Contact beBOLD Digital today and let our experts streamline your communication strategy for better performance and growth.