买家与卖家消息服务常见问题
买家与卖家消息页面用于促进买家与卖家在亚马逊商城中进行沟通。通过该系统，买家和卖家可以在保护双方隐私的情况下互相沟通，包括向每个买家分配一个唯一、匿名的电子邮件别名。卖家可以将这种匿名电子邮件别名作为真实电子邮件地址使用。而且，对于以后与同一买家的所有通信，匿名的电子邮件别名都是相同的。买家会收到系统为其分配的唯一电子邮件别名，用于与每个卖家进行通信。
“联系买家”页面
为什么更改“联系买家”体验？
现在，您可以使用包含亚马逊提供的内容的模板，从而无需输入重复内容。这些模板有助于买家收到风格和语气一致的消息。此外，亚马逊提供的文本将自动翻译为买家商城使用的默认语言版本。
为什么不支持某些联系原因？
在【联系买家】页面上，您可以根据订单状态和特定商品分类选用联系原因。例如，如果订单尚未完成，您将看到联系买家以通报意外问题的选项，但您还看不到联系买家处理退货问题的选项。
消息递送
为何我收到亚马逊发来的通知，说明我的消息无法送达？
买家可以选择不接收所有卖家主动发送的消息。这意味着您的电子邮件会被屏蔽，您将收到包含就重要问题与买家联系的说明的退信邮件。但是，如果起初是买家先给您发消息，只要您就同一条消息回复买家，对方就不能选择不接收您的回复。如果您的回复被屏蔽，请尝试回复买家的原始消息（不要发新消息），并确保您的回复中含有对方的原始消息。
注意： 当买家选择不接收卖家消息时，如果您不想接收退信邮件，请参阅下文中的“如何屏蔽退信邮件？”
买家是否可以选择不接收来自卖家的消息？
可以。亚马逊允许买家选择不接收卖家主动发送的消息。但是，如果买家主动与您联系，则不能选择不接收您的回复。
如果我的消息被屏蔽，如何发送对完成订单非常重要的消息？
如果是必须发送消息才能完成订单，亚马逊不会屏蔽这些消息。如果您的消息被屏蔽，原因可能是买家选择不接收卖家发送的非关键消息，或者亚马逊将所选的联系原因视为对完成订单并不重要。
请参阅向买家发送重要消息，了解相关说明。
哪类消息对于完成订单非常重要？
以下消息对于完成买家订单非常重要：
商品定制问题
配送安排
与配送地址相关的问题
以下消息对于完成订单的重要性较低：
请求提供卖家反馈或买家评论
订单、货件、配送或退款确认。亚马逊已经发送过这些电子邮件
主动提供的客户服务，例如：商品手册、商品使用技巧、常见问题解答、关于解决问题的建议
缺货或延迟通知，或者提供替代商品（请改为取消订单）
如何屏蔽退信邮件？
当买家选择不接收卖家消息时，卖家可以选择停止接收退信邮件。
Warning： 如果您屏蔽退信邮件，您将无法确认发送给买家的消息是遭到屏蔽还是已送达。
依次点击【设置】和 > 【通知首选项】。
在【消息】旁，点击【编辑】。
清除【买家退出】复选框，然后点击【保存】。
管理消息
如何找到未回复的消息？
默认情况下，您首次导航至买家与卖家消息页面时会看到需要回复的消息。您可以点击【需要回复】下拉列表，然后选择其他选项，以更改筛选条件。
我收到一封无需回复的买家电子邮件。如何停止邮件的回复时间计时？
要标记不需要回复的邮件，请在“买家与卖家消息”页面上，点击邮件下方的【无需回复】。您也可以在收到的电子邮件中点击【标记为无需回复】链接。采取以上任一种方式，便不会计算该邮件的联系回复时间。
我可以继续使用现有的电子邮件客户端管理与买家的沟通吗？
是。您无需登录卖家账户就可以与买家交流。
注意： 如果您向卖家发送电子邮件时并非使用注册账户专用的电子邮件地址，电子邮件将被拒收。您可以先添加和批准要使用的电子邮件地址，然后再重新发送此类消息。
我每天可发送的消息是否有数量限制？
是。我们使用以下公式设置您每天可以发送的最大消息数量： 日均订单量的 5 倍，外加 600 条消息。
您无需使用“买家与卖家消息服务”另行发送货件通知或追踪编码，因为当您从【管理订单】页面确认发货时，亚马逊会代为发送。
电子邮件地址和功能
电子邮件别名有多长？ 使用哪种格式？
电子邮件别名共有 35 个字符（包括域名）。示例如下：t969vz2jn3bdsy7@marketplace.amazon.com。
买家是否对多个卖家使用同一电子邮件别名？
不是。买家与每个卖家进行通信时，系统都会为其分配一个唯一的电子邮件别名。
是否需要对每一封邮件使用不同的电子邮件地址？
不需要。对于您与每位个人买家进行的所有联系而言，匿名电子邮件别名将始终保持不变。这样，您就可以使用买家的匿名电子邮件地址作为唯一标识，可以追踪在多个订单期间进行的对话。
是否支持 HTML 电子邮件？
是。我们支持买家与卖家使用 HTML 电子邮件进行通信。
是否支持在电子邮件中添加附件？
您可以向买家发送附件，也可以接收买家发送的附件。请参阅向买家发送附件。
其他信息
我收到一则不含订单编号的买家消息。如何查找买家的订单信息？
当买家在订单页面以外的位置联系您时，消息可能不会包含订单编号。在【管理订单】中搜索匿名电子邮件别名，可以找到买家的订单编号。电子邮件别名包含在您收到的消息的【发件人】一栏中。
为什么亚马逊要保留买家与卖家通过亚马逊进行的通信？
通过保留买家与卖家之间的通信，我们可以确保当亚马逊争议解决团队审查亚马逊商城交易保障索赔和信用卡拒付时，可以查看所有买家与卖家通信，从而更快地对争议进行仲裁。
作为卖家，我能否联系其他卖家？
不能。作为卖家，您不应使用卖家店铺页面上的“提问”功能联系其他卖家。如果您需要举报版权、商标或专利侵权行为，请参阅举报侵权页面。
如何报告买家发来的消息？
要举报消息，请点击买家与卖家消息页面、卖家应用或您收到的电子邮件中的【举报消息】按钮。然后，选择相应的报告原因并点击消息底部显示的【报告消息】按钮以提交报告。
使用【报告消息】按钮向亚马逊举报任何可疑活动，例如您认为是垃圾邮件的消息。虽然我们无法调查每一个被举报的消息，但我们会分析这些数据，以识别可疑活动的模式并防止日后出现类似滥用行为。举报消息之后，您无需回复该消息或将其标记为【无需回复】。也没有必要将其从收件箱中删除。
买家如何将卖家发送的消息与亚马逊发送的其他电子邮件区分开来？
您发送给买家的消息的发件人字段中将显示您的商户名称，而不是在买家的电子邮件收件箱中显示亚马逊。买家打开您的消息后，我们会在消息正文中注明您的商户名称。
亚马逊官网原文详情：
Buyer-Seller Messages FAQ
The Buyer-Seller Messages page facilitates communication between buyers and sellers in the Amazon store. It allows buyers and sellers to communicate with each other in ways that help protect the privacy of both parties, including assigning a unique, anonymized email alias to each buyer. Sellers can utilize the anonymized email alias the same way as a real email address. Furthermore, the anonymized email alias remains the same for all future contact with the same buyer. Buyers receive assigned a unique email alias for each seller relationship.
Contact Buyer page
Why did you change the Contact Buyer experience?
You can now use templates that have Amazon-supplied content so that you do not have to enter repetitive content. These templates bring consistency to the style and tone of messages buyers receive. Additionally, the text provided by Amazon will be automatically translated into the default language of your buyer’s marketplace.
Why are some contact reasons unavailable?
On the Contact Buyer page, contact reasons are available for you based on the order status and specific product categories. For example, if the order has not been completed yet, you'll see the option to contact the buyer to report an unexpected problem, but you won’t yet have the option to contact the buyer regarding a return.
Message delivery
Why did I receive a notification from Amazon that my message could not be delivered?
A buyer can opt out of receiving unsolicited messages from all sellers. This means that your email will be blocked, and you will receive a bounce back email with instructions for contacting the buyer in case of critical issues. This opt-out does not apply if the buyer messages you first, as long as you reply on the same message thread. If your response is blocked, please try responding to the buyer on the original message thread (instead of starting a new one), and make sure that their original message is included in your reply.
Note: If you do not want to receive a bounce back message when a buyer opts out of seller communications, see the “How do I block the bounce back message?” section below.
Can buyers opt out of messages from sellers?
Yes, Amazon allows buyers to opt out of receiving unsolicited messages from sellers. However, when buyers initiate contact with you, they cannot opt out of responses from you.
How do I send messages that are critical to completing the order if my message was blocked?
Amazon does not block messages if they are necessary for completing an order. If your message was blocked, it is either because the buyer opted out of non-critical messages from sellers, or Amazon treats the selected contact reason as one that is not critical for completing the order.
See Send a critical message to a buyer for instructions.
What kind of messages are critical to completing an order?
The following messages are considered critical to complete a buyer's order:
Product customization questions
Delivery scheduling
Issues with a shipping address.
The following messages are not critical to complete an order:
Requests for seller feedback or buyer reviews
Order, shipment, delivery, or refund confirmations. Amazon already sends these emails
Proactive customer service, for example: product manuals, tips for using the product, answers to frequently asked questions, suggestions if something goes wrong
Out-of-stock or delay notifications, or offers of alternative products (please cancel the order instead).
How do I block the bounce back message?
You can choose to stop receiving a bounce back message when buyers opt out of seller communications.
Warning: If you block the bounce back message, you will not be able to confirm whether a message to a buyer was blocked or delivered.
Click Settings > Notification Preferences .
Next to Messaging, click Edit.
Clear the Buyer Opt-out check box, and then click Save.
When a buyer contacts me, where is the message sent?
The email will be sent to the customer service email address you entered on your Account Info page.
How do I know whether Amazon has delivered my email to a buyer?
In Buyer-Seller Messaging, you can view communications that have been delivered to the buyer by clicking the Response Needed dropdown filter and selecting Sent messages instead.
I usually provide the buyer's email address to my delivery carrier to notify the order has shipped. Can I do this with the anonymized email alias?
No. You should use Amazon’s existing processes to confirm a shipment.
Managing messages
How do I find messages that I have not responded to?
By default, you will see messages requiring a response when you first navigate to the Buyer-Seller Messages page. You can change the filter by clicking on the Response Needed dropdown and selecting a different option.
I have an email message from a buyer that does not need a reply. How can I stop it from counting toward my response-time calculation?
To mark a message that does not require a response, click No Response Needed below the message on the Buyer-Seller Messages page. You can also click the Mark as no response needed link in the email you received. Either of these actions will exclude the message from response time calculations.
Can I continue to use my existing email client to manage my communication with the buyers?
Yes. You do not need to sign in to your seller account to communicate with a buyer.
Note: If you send an email to a buyer from any address other than your account's registered Messaging permissions email addresses, it will be rejected. You can resend these messages after you add and approve the email address you want to use.
Is there a limit to the number of messages I can send each day?
Yes. We use the following formula to set the maximum number of daily messages you may send: 5 times your average daily order volume, plus an additional 600 messages.
It is not necessary for you to send separate shipment notifications or tracking numbers using Buyer-Seller Messaging since Amazon sends those on your behalf when you confirm a shipment from the Manage Orders page.
Email address and features
How long is the email alias? What is the format?
The email alias is 35 characters including the domain. Here is an example: t969vz2jn3bdsy7@marketplace.amazon.com.
Does a buyer have the same email alias across multiple sellers?
No. Buyers are assigned a unique email alias for each seller relationship.
Are there separate email addresses per thread?
No. The anonymized email alias remains the same for all contacts that you have with each individual buyer. This way, you can use the buyer's anonymized email address as a unique identifier to follow conversations across multiple orders.
Is HTML email supported?
Yes, HTML email is supported between buyers and sellers.
Are email attachments supported?
You can send attachments to a buyer and receive attachments from buyers. See Send attachments to buyers.
Additional information
I received a buyer message without an order ID. How can I find the buyer's order information?
When the buyer initiates contact from outside the order page, the message may not include an order ID. You can find a buyer's order ID by searching for the anonymized email alias in Manage Orders. Their email alias is included in the From field of the message you received.
Why does Amazon retain a record of buyer-seller contacts sent through Amazon?
By maintaining a record of contacts between buyers and sellers, we can arbitrate disputes faster by ensuring that the Amazon Dispute Resolution Team has access to all buyer-seller communications when reviewing A-to-z Guarantee claims and chargebacks.
As a seller, can I contact other sellers?
No. As a seller, you should not contact another seller using the "Ask a question" feature on the seller’s storefront page. If you need to report copyright, trademark, or patent infringement, see the Report Infringement page.
How do I report a message from buyer?
To report a message, click the Report Message button on your Buyer-Seller Messages page, the Seller App, or the email you receive. Then select the appropriate reason for reporting and click the Report Message button that is displayed at the bottom of the message to submit the report.
Use the Report Message button to report any suspicious activity to Amazon, such as messages you think are spam. While we cannot investigate every reported message, we analyze this data to identify patterns of suspicious activity and prevent such abuse in future. Once a message is reported, you are not required to respond to the message or mark it as No response needed. There is no need to remove a reported message from your inbox.
How do buyers distinguish between messages sent by sellers from other email sent by Amazon?
Your messages to a buyer will have your business name in the From field instead of displaying Amazon in a buyer’s email inbox. Once the buyer opens your message, we state your business name in the message’s body text.
文章来源：亚马逊官方网站
