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As part of selling on Amazon, sellers communicate with buyers both directly and indirectly. Amazon requires that sellers follow certain guidelines when communicating with buyers.
Amazon communicates order-related information to buyers through their “Your Account” updates. These updates include information such as when an order has been shipped (with the tracking number) or when a refund has been processed. These updates are based on shipping confirmations and refunds initiated using Manage Orders or the following feeds:
In general, you may contact a buyer who has purchased from you on Amazon only for the purposes listed above or to complete an order or to respond to a customer service inquiry. You may not contact buyers in any way for marketing or promotional purposes, via email, physical mail, telephone, or otherwise.
If you send a permitted email to a buyer, your email may not include any of the following:
Be sure to include the Amazon order ID in your communications to buyers and on the shipment packing slips.
If you have questions about our policies regarding communicating with buyers, contact Seller Support.
Authentic Buyer-Seller Communications
Buyers who want to contact sellers can do so by clicking the seller name link on the product detail page. This link opens a page that, in addition to displaying all of your products and your returns policy, also provides a link to your customer service email.
When a buyer sends you an email, they receive a confirmation that the email is sent and that you, the seller, will be contacting them.
When you receive email from a buyer via your customer service link, it will contain only plain text. There should not be any images, Flash animation, or hyperlinks. If you receive an email from a buyer that is not plain text and yet appears to be coming from Amazon, do not respond to the email or click any links or images in the email. If the email from the buyer encourages you to click or paste a link into your browser, or that asks you to go to another web site, do not perform this action. For information about how to recognize suspicious email, see Security and Your Account.
Note: While Amazon directs buyer messages to you, we do not review the content. Carefully review each message before you reply to it. As a reminder, the Amazon Services Business Solutions Agreement explicitly states that payment and refunds for sales on Amazon are to be made solely through Amazon Payments.
See also Buyer-Seller Messaging Service.
Source: Amazon Seller Central, Updated 12th October 2018