Amazon seems to be rather hot and cold as of late when it comes to emailing buyers. First, Amazon allowed its buyers to opt out of unsolicited seller messages, which created panic and confusion when sellers started receiving a copious amount of bounced emails. Then it seemed Amazon abandoned its endeavor. As of the writing of this post, it appears Amazon is going full steam ahead with the email opt-out ability again. Since Feedback Genius is the largest email provider for Amazon sellers, we tend to notice things that other providers don’t.
It is still absolutely permissible to ask for feedback and reviews from Amazon buyers. Amazon’s TOS says:
Any attempt to manipulate ratings, feedback or reviews is prohibited…You may request feedback from a buyer, however, you may not pay or offer any incentive to a buyer for either providing or removing feedback.
We released the Global Blacklist in April and it’s grown significantly since then. We have noticed a spike of Global Blacklist entries this week since Amazon began sending the opt-out, bounce back emails again.
Whenever a buyer opts out of an email, the seller will receive a canned bounce response if they try to email that buyer again. This is Amazon’s primitive solution but Feedback Genius provides sellers with a simple and sophisticated option. You can avoid seeing these canned response emails by auto-forwarding them into Feedback Genius’s Global Blacklist.
Sellers can prevent sending emails to opted-out buyers using an auto-forwarding filter within their email client. Feedback Genius can further prevent sellers from receiving multiple bounce-back emails from an individual buyer. Read more about this feature in our original blog post about the Global Blacklist feature. And since these buyers are blacklisted across all of our sellers,—and as our database grows—you’ll end up sending fewer emails to begin with.
Amazon’s requirements on sending critical emails to buyers who have opted out haven’t changed since the March 28 announcement. Amazon still deems a critical email be:
Amazon still deems a critical email be:
And Amazon still deems a non-critical email to be:
Third-party sellers can send critical messages through Seller Central by going to Manual Orders, then clicking the buyer’s name, which will send them to Buyer-Seller Messaging. From here, they can click on Additional Information Required as the subject. Then they just need to write their email and click Send.
If a shopper has opted out of a seller’s unsolicited emails, Amazon strongly recommends not sending non-critical emails. Violations to this update may result in enforcement actions or the loss of selling privileges.
We were unable to deliver the message you sent for order
[1234567890-0987654321] because the buyer has chosen to opt out of receiving
unsolicited messages from sellers.
However, even if a buyer has opted out of unsolicited messages, if you need
to send them a message critical to completing his or her order, you can
include the word [Important] in the subject of your message or use the
Buyer-Seller Messaging interface on Seller Central:
1. Go to Manage Orders
2. Click the buyer’s name in the list, which will take you to Buyer-Seller Messaging
3. Select “Additional Information Required” as your subject, write your message, and click Send
If you tried to respond to a buyer and received a message that the buyer
has opted out of unsolicited seller messages, please respond to the buyer
on the original message thread (instead of starting a new thread) and make
sure that his or her original message is included in your reply.
For your reference, the following messages are considered “critical” to complete the order:
– Product customization questions
– Delivery scheduling
– Issues with a shipping address
The following messages are “not critical” to complete the order:
– Requests for seller feedback or customer reviews
– Order, shipment, or delivery confirmations
– Proactive customer service (for example: product manuals, tips for
using the product, FAQs, suggestions if something goes wrong)
– Out-of-stock or delay notifications and offers of alternate products
(please cancel the order instead)
Learn more about Buyer-Seller Messaging
what messages are considered critical to completing orders.
Amazon Seller Support
To set up a filter in Feedback Genius so customers that have opted out are added to a blacklist, follow the instructions below:
Whenever you receive a buyer opt out email, Gmail will forward the address to your Feedback Genius blacklist so you will no longer send that buyer any more messages.