What Every Seller Needs To Know About Amazon Message Center


As an Amazon seller, it’s essential to understand how to use the tools available for building a successful online business. Moreover, the most important aspect is communicating effectively with buyers to provide customer support, answer product questions, and handle returns and refunds. You can do this by using  Buyer-Seller Messaging Center

Let’s find out how the Amazon Buyer Messaging Center works and how you can use it to build your brand and create satisfied customers.

What Is the Amazon Message Center?

The Amazon Message Center allows buyers and sellers to communicate directly about any issues, claims, feedback, or suggestions related to a purchase. This feature is accessible within a user’s individual account.

For buyers, it offers a way to leave feedback for the seller, discuss any problems, and understand how to use the items they’ve purchased. Buyers can also use it to ask questions related to the product, shipping, payments, or refunds.

For sellers, the message center is a tool to resolve customer queries and answer questions effectively. It helps sellers address customer concerns and provide excellent service, ensuring a smooth buying experience for both parties.

This is a chance for sellers to engage with their customers and address their concerns. It allows sellers to learn how they can improve their service in the future and discover new opportunities for their business.  Customers are the most important people to the company and listening to their feedback will help Amazon sellers elevate their businesses.

What Is Over SLA (Service Level Agreement)?

service level agreement (SLA) is a contract between a customer and a vendor that specifies the service quality the vendor promises to provide. It includes key metrics like uptime, delivery speed, response time, and issue resolution time.

The SLA also outlines what happens if these standards aren’t met, such as offering extra support or discounts. SLAs are usually set up between a client and a service provider, but different departments within the same company can also create SLAs with each other.

Moreover, Amazon sellers should respond to buyer messages within 24 hours, including weekends and holidays. This is crucial because if a seller fails to respond within this timeframe, the message will be counted as Over SLA.

When a message is marked as Over SLA, it negatively impacts the customer experience and harms the seller’s account health. Therefore, by being kind and helpful and promptly answering questions, sellers can significantly reduce the chances of encountering problems early in the sales process.

How To Activate Buyer-Seller Messaging Notifications

To start receiving buyer-seller messaging notifications, you need to enable it in your settings. As a seller, you can easily do this by adjusting your notification preferences. Here’s how:

  1. Go to the Settings menu and choose Notification Preferences.
  2. In the Messaging section, click Edit.
  3. Check the box for Buyer Messages and enter the email address where you want Amazon buyers to send messages about your products.
  4. Click Save to apply the changes.

How To Check Messages on Amazon?

To check your messages within the Amazon Message Center, follow these simple steps:

  1. Navigate to the Inbox tab: This is where you’ll find all incoming messages from buyers or Amazon regarding your orders or inquiries.
  2. Select the Sent Messages tab: Here, you can review all the messages you’ve sent to buyers or Amazon, allowing you to keep track of your communication history.
  3. Choose the All Messages option: By selecting this option, you can view all types of messages, including incoming and outgoing messages, in one consolidated view.
Amazon Message Center

The ability to check messages efficiently within the Amazon Message Center is crucial for sellers to stay informed about buyer inquiries, order updates, or any communications from Amazon regarding their accounts.

By regularly monitoring their messages, sellers can ensure prompt responses to customer queries, address any issues swiftly, and maintain a high level of customer satisfaction. Additionally, having access to both incoming and outgoing messages in one place streamlines communication management, making it easier for sellers to track and organize their interactions with buyers.

When To Use the Amazon Message Center?

The efficient use of Amazon’s Message Center calls for a calculated approach to problem-solving and communication. Your communication strategy can be optimized and typical problems can be resolved to improve customer service and guarantee satisfaction.

Optimizing Message Strategy

As an Amazon seller, effective communication is key. One powerful way to streamline this process is through automated messages.

Automated responses can promptly address common customer inquiries about orders, shipping, or returns. The advantage of this approach is that it allows you to provide a timely, consistent, and personalized response that reflects your brand’s unique voice. This can go a long way in making customers feel valued and attended to.

To leverage automated messages effectively, consider integrating them into key touchpoints throughout the customer journey. For instance, you could set up an automatic order confirmation email that thanks the customer, provides order details, and offers relevant shipping or return information. Similarly, automated follow-ups after delivery can help gather valuable feedback while maintaining a personal connection.

Furthermore, there are various tools available to help Amazon sellers optimize their messaging processes. These include third-party email automation platforms, and even custom-built chatbots. Explore the options that best fit your business needs and budget, and continually test and refine your approach to maximize its effectiveness.

By strategically implementing automated messages, Amazon sellers can streamline communication, enhance customer experience, and ultimately drive greater success in the competitive e-commerce landscape.

Handling Common Issues

Effective customer support is essential for managing issues like shipping delays or product problems. Be proactive by reaching out to customers if you anticipate delays or problems. Be responsive by promptly addressing customer complaints or inquiries. Ensure messages are clear and concise, providing all necessary details for issue resolution. 

For returns and refunds, outline the process clearly and offer step-by-step instructions to simplify it for the buyer. In disputes, remain neutral and seek a fair resolution for both parties. Remember, timely and effective support can transform a potentially negative experience into a positive one, building trust in your brand.

How You Can Maximize Amazon Message Center?

Starting your own Amazon business? Understanding how to use Amazon Buyer-Seller Messages is key. Here’s how to make the most of it:

  1. Managing Complaints Effectively: Addressing customer concerns promptly is crucial for maintaining positive relationships. By acknowledging their issues and finding solutions, you can turn potentially negative experiences into positive ones, fostering trust and loyalty among buyers.
  2. Message Filters: Utilizing message filters streamlines communication management, allowing you to prioritize urgent matters efficiently. This ensures that important messages are addressed promptly, contributing to improved customer satisfaction and seller performance.
  3. Stay Active: Proactive communication demonstrates your dedication to providing exceptional service and fosters a sense of reliability among customers. By reaching out to buyers first, you can anticipate their needs and address any potential issues before they escalate, ultimately enhancing the overall shopping experience.
  4. Quick Responses: Timely responses to buyer messages are essential for maintaining buyer trust and satisfaction. Delayed responses may lead to frustration and could potentially result in lost sales or negative feedback. By promptly addressing buyer inquiries, you can build rapport and increase the likelihood of repeat purchases.

Now that you’re familiar with how to utilize the Amazon Message Center effectively, you’re equipped to enhance customer communications and ultimately improve your performance as an Amazon seller. Efficient communication plays a pivotal role in building a successful business on the platform, so make sure to prioritize it in your seller strategy.

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Understanding and effectively using the Amazon Message Center is crucial for every seller aiming to thrive on the platform. By mastering the Buyer-Seller Messaging Service, you can handle customer complaints with ease, prioritize important messages, and maintain proactive communication. Quick and clear responses not only enhance customer satisfaction but also build trust and loyalty, which are essential for long-term success.

By leveraging tools like Bookz Pro, you can streamline your communication processes, ensuring you never miss a message and can manage your customer interactions efficiently, anytime and anywhere. Equip yourself with these insights and tools to take your Amazon selling experience to new heights.

Frequently Asked Questions

How do I use Amazon Message Center?

The Amazon Message Center allows you to communicate directly with buyers. To use it, log in to your Seller Central account, navigate to the “Your Account” section, and select “Your Messages.” Here, you can view incoming messages in your Inbox, check messages you’ve sent, and filter messages for easier management. This tool helps you handle customer inquiries, feedback, and support efficiently.

Where do I find Amazon Message Center?

To access the Buyer-Seller Messaging Service, log into your Amazon.com account and navigate to the Message Center.

How do I reply to Amazon Message Center?

To reply to messages in the Amazon Message Center, log in to your Seller Central account and go to the “Your Messages” section. Open the message you wish to respond to, click on the “Reply” button, compose your response, and then send it. Make sure to address the buyer’s concerns clearly and promptly to maintain good customer relations.

What is Amazon Message Center?

The Amazon Message Center, also known as Buyer-Seller Messaging, is a service that enables sellers to communicate directly with their customers on the Amazon platform. Through the Amazon Message Center, customers can ask questions, track their orders, and receive updates on their purchases. This feature helps sellers enhance customer relationships, boost customer satisfaction, and drive sales. All sellers with an Amazon Seller Account can access the Amazon Message Center.

How do I chat with someone on Amazon?

To chat with someone on Amazon, such as customer support, go to the Amazon Help page and select “Contact Us.” You’ll be given options to chat with a representative, call Amazon support, or use email. For sellers, contacting Amazon Seller Support through the “Help” section in Seller Central is the best way to get assistance with account-related issues.