Here's a quick look at what you need to know about Amazon's updates to Buyer-Seller Messaging guidelines.
Changes to Amazon's Communication Guidelines
Amazon announced that the following Communication Guideline changes will go into effect on November 3, 2020. They published the changes in PDF format on Seller Central, which are separate from the current Communication Guidelines.
Good News for Sellers
Amazon provided clarity about the types of messages you can send to buyers, what you can include in your messages, and how to style messages to be compliant with Amazon policies. It also defined two types of messages that can be sent to buyers.
Permitted Messages: Messages necessary to complete an order or respond to a customer service inquiry. These are order-specific and sent from your seller account.
Proactive Permitted Messages: Messages that you initiate that are not responses to a buyer's question. These messages include the feedback and review requests you send with FeedbackFive.
✅ Must Haves when sending Permitted Messages
- Send within 30 days of order completion
- Include the 17-digit order ID
- Be in the buyer’s Language of Preference
❌ Not Allowed when sending Permitted Messages
|The following messages types are not allowed:
In your email content do not include:
In your email styling do not include:
As always, FeedbackFive works to stay current with Amazon policies as they change. Although we will be making product updates to align with many of these updated Communication Guidelines, sellers should also start to review their own templates and make changes now to avoid any Amazon compliance issues. Stay tuned for further updates on our blog and by email.