买家使用 Web 窗体而不用电子邮件联系卖家。亚马逊将向卖家转发消息及买家的匿名电邮地址，卖家随后可回复电子邮件。买家可以通过电子邮件回复后续信件。
使用“卖家平台”的“管理订单”功能查看订单是否有效。您可按照买家的电邮地址或订单编号进行搜索。可能是订单尚未在“亚马逊付款”系统中清算。在此类情况下，搜索结果会显示订单仍处于未决状态。如果订单仍处于未决状态，您不应对其采取任何操作。等待订单发布到您的订单报告，或者鼓励买家联系 Amazon.com 客户服务部。
了解 Amazon.com 的基本政策。
Buyer-Seller Communication FAQ
How do I contact a customer about their order?
Order notification emails and the Manage Orders page in Seller Central display customers' anonymized email addresses. Order reports include both anonymized email addresses and phone numbers. For more information on how to download your order reports, see the Order Reports Help topic.
How does a buyer ask a seller a question?
Buyers use a Web form instead of e-mail to initially contact the seller. Amazon will forward the message, along with the buyer's anonymised e-mail address, to the seller, who can then reply to the e-mail. Buyers can respond to subsequent correspondence by e-mail.
What do I do when a customer contacts me about an order I haven't received?
Use Manage Orders in Seller Central to see whether the order is valid.
You can search by customer e-mail address or order ID. It's possible that the order has not yet cleared the Amazon Payments system. When this happens, the search results will indicate that the order is still pending. Do not ship an order while it is still in a pending state. Wait for the order to be posted to your order report or encourage the customer to contact Amazon Customer Service.
How can I protect myself against fake emails?
You can take some simple steps to protect yourself from fake emails—also known as phishing.
We recommend taking the following precautions:
Understand Amazon's basic policies: We never ask for your user ID or password in an email.
Do not click any hyperlinks in an email.
Do not give out any account or financial information in an email or to a web page that opened after clicking a link in an email.
In addition, the following practices can help protect you from future fraudulent emails.
Review About Identifying Whether an E-mail is from Amazon for information about phishing.
Consider changing the e-mail address associated with your seller account so that phishers can't use this e-mail address to contact you. For example, if your seller account uses email@example.com, consider using a new or different e-mail, such as firstname.lastname@example.org, for your contact information.
Do not use the same e-mail address as your sign in as you do for your customer contacts. For example, if you use email@example.com as your sign in account, consider using an e-mail address such as firstname.lastname@example.org for your notification or contact e-mail address.