• 了解有关在亚马逊上开展业务的买家沟通政策；了解何时应由亚马逊处理与买家的沟通，以及您的公司何时适合（或不适合）进行沟通。通常，除非订单配送和相关的客户服务需要，否则您不得向买家发送通信内容。请及时回复买家有关订单状态的问题。
  注意： 亚马逊会向买家发送所有与订单和配送相关的通信。为避免出现冲突的消息或混淆，请勿向买家发送与订单或配送相关的通信。
• 在承诺的备货时间和发货时间范围内配送所有订单，且配送的商品与您发布销售的商品完全一致。
• 清楚解释您的政策和流程并提供其他相关信息。此外，请了解有关管理退货的更多信息。
• 请记住，买家期望卖家提供的客户服务水平与亚马逊为其提供的客户服务水平相同。客户满意度是我们用于衡量亚马逊卖家绩效的最重要指标之一。详细了解卖家绩效目标的重要性，以及如何衡量卖家绩效。
• 当买家请求信息、退货或退款时，应保持礼貌、耐心。
• 要了解更多信息，请参阅禁止的卖家活动和行为。

 亚马逊官网原文详情：

Communicate Effectively With Customers

Selling on Amazon requires less communication from you to buyers than most other online sales channels, because much of the process communication is handled by Amazon.

• Learn about customer communication policies for doing business on Amazon; be aware of when Amazon handles the communications to customers and when it is appropriate for your company to communicate (or not). Generally, you will not send communications to customers other than as necessary for order fulfillment and related customer service. Respond promptly to customer questions about the status of their order.
  Note: Amazon sends all order and shipping-related communications to customers. To avoid conflicting messages or confusion, do not send order or shipping-related communications to customers.
• Fulfill all orders within the promised lead time and shipping windows, and ship exactly what you listed for sale.
• Clearly explain your policies and processes, and provide other pertinent information. In addition, learn more about managing returns.
• Keep in mind that customers have come to expect the same level of customer service from sellers that they receive from Amazon. Customer satisfaction is one of the most important performance measures we use to determine how well you are doing as a seller on Amazon. Learn more about the importance of seller performance targets and how seller performance is measured.
• Be courteous and patient with customers when they request information, returns or refunds.
• Learn about prohibited seller activities and actions.

 文章来源：亚马逊官方网站