Sell on Amazon Sign In
This article applies to selling in: Italy

Communication Guidelines

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.

Direct Communication

  1. Order Unavailable email: Sellers must communicate with buyers if the product ordered is not available to be shipped. Adjust the full order amount using the Manage Orders feature or an Order Adjustment feed. Sellers must use NoInventory or CouldNotShip as the reason codes for the adjustment as necessary. Use the Order Unavailable email template to communicate with the buyer about your inability to fulfill the order. The Order Unavailable email must contain a confirmation that the order amount was adjusted with the appropriate reason for the unavailability of the products. If you think you can fulfill the order but the shipment will be delayed beyond the advertised availability, you must notify the buyer about the delay. If the buyer decides cancel the order, you should then start the refund process.
  2. Return Confirmation email: If a buyer returns an order, we encourage you to communicate with the buyer when the order is received. Use the Return Confirmation email template for this communication. This email must contain confirmation of the products returned, order amount refunded and the date of refund. However, you must process refunds for the order amount (minus any charges) using the Manage Returns feature or an Order Adjustment feed.

In any communication you have with buyers (including shipping box inserts), you cannot ask them to leave a positive customer review for your product, or to leave a review only if they had a positive experience with your product. Similarly, you cannot ask only customers who had a positive experience with your product to leave a review. It is also prohibited to offer them any compensation for a review, including money or gift cards, free or discounted products, refunds or reimbursements, or any other future benefits.

For more information, please review Amazon's guidelines in Customer product reviews policies.

Indirect Communication

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:

  1. Shipping Confirmation feed: This feed tells Amazon that you've shipped buyer orders and provides order tracking information for the buyers. Timely communication of order status is an important part of a high-quality shopping experience for Amazon buyers.
    Note: We require sellers to promptly confirm shipment of all orders, either by using the Manage Orders feature or by uploading a Shipping Confirmation feed. After you confirm shipment, Amazon sends a confirmation email to the buyer.
  2. Order Adjustments feed: This feed tells Amazon that you've issued buyer refunds. Buyers want to know their refund status after they return products. Therefore, it is critical that you process refunds promptly. You can also use the Manage Returns feature to issue a refund.

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:

  • Links to any website, unless necessary to fulfill an order. For example, links to track packages are allowed.
  • Links to opt-out of unsolicited messages from sellers.
  • Logos, if they contain or display a link to your website.
  • Any marketing or promotional messaging.
  • Any promotion for additional products or referral to third-party products or promotions.

Be sure to include the Amazon order ID in your communications to buyers and on the shipment packing slips.

Amazon also restricts sellers from using customer information, such as their email or postal addresses, for any purpose other than for sending order-related emails or shipping orders. Any other communication through unsolicited emails, postal mails or telemarketing phone calls is strictly prohibited. Sellers must include the Amazon order ID in all communication with customers and also on the packing slip included in the shipment.

If you have questions about our policies regarding communicating with buyers, contact Seller Support.

Authentic Buyer-Seller Communications

Sign in to use the tool and get personalized help (desktop browser required). Sign In

Was this article helpful?
Thank you for your feedback
What can we improve? (Optional)
Thanks again for your help!
Thank you for your feedback. If you have more questions, please Contact Us.

Reach hundreds of millions of customers

Start selling on Amazon

© 1999-2020,, Inc. or its affiliates