1. Help Center
  2. FeedbackFive
  3. Frequently Asked Questions

Why aren't buyers opening my emails?

An open rate of 0% usually indicates one of two problems: an unapproved Solicitation Email Address or an Amazon messaging restriction.

If you are using a Buyer-Seller Messaging template, check the Campaigns page 24-48 hours after the first emails are sent to make sure emails are being opened:

open_rate_campaigns_page

Unapproved Solicitation Email Address

If you see 0% here more than 24 hours after emails have gone out, follow these steps to check whether your Solicitation Email Address is an approved sender on Amazon: 

  1. Log into Seller Central.
  2. Go to Buyer-Seller Messaging and click on "Messages" in the top right corner of the screen.
  3. Click “Messaging Permissions” on the right side.
  4.  Check whether your Feedback Solicitation Email is listed as "Sending email". (You can find your Solicitation Email Address in FeedbackFive by going to Store Settings.)
  5. If it is not listed click “Add an email address" and paste it in the data field.
  6. Click "Save."

Note: After doing this, contact us to ask about having the emails re-sent!

Amazon Buyer-Seller Messaging Restriction

If your email address is already an approved sender, but your open rate stays at 0%, this may indicate a Buyer-Seller Messaging restriction placed on your account by Amazon. To check this:

  1. Go to Buyer-Seller Messaging in Seller Central. 
  2. Use the drop-down on the right to select “Sent Messages.”
  3. Look for emails from FeedbackFive. Click into several of them and check for red text saying the following: 
    “This message was not delivered because your account was temporarily restricted from sending proactive messages. For more information please check the email inbox associated with your account for a detailed error notification." 
  4. If you see this, check for an email from Amazon with more details and see Why did Amazon restrict my account from sending proactive emails? for more information.

Low Open Rate

If you have an open rate above zero, but it is low (below 20%), try adjusting your subject line or the time of day your campaigns are sent.