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:
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:
- Log into Seller Central.
- Go to Buyer-Seller Messaging and click on "Messages" in the top right corner of the screen.
- Click “Messaging Permissions” on the right side.
- 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.)
- If it is not listed click “Add an email address" and paste it in the data field.
- 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:
- Go to Buyer-Seller Messaging in Seller Central.
- Use the drop-down on the right to select “Sent Messages.”
- 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."
- 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.