EMAIL TEMPLATES FOR BUYER MESSAGES

It’s extremely important to reply to buyer messages in less than 24 hours, even if that means marking them as “No reply needed.” But the great majority of messages do need a reply of some sort. Fortunately, just a few simple replies can be effectively used for most messages, and Amazon gives you the ability to create and use templates when you reply to buyer messages.

To create an email template:
  1. Log into Seller Central.
  2. In your Performance widget, click on Buyer Messages.
  3. In the right sidebar, click on Manage E-mail Templates.
  4. Near the upper right, click on Create Template button.
  5. Create your template, name it, and click the Save button at the bottom.
To use an email template in Seller Central:
  1. Log into Seller Central.
  2. In your Performance widget, click on Buyer Messages.
  3. Click on a buyer message.
  4. Just above the text box where you type your reply, choose Insert E-mail Template. Your list of templates will appear. Choose the one you want, and it will appear in the reply box. You can edit before you send.
To use an email template in the Amazon Seller App:
  1. Scroll down to Reply to Messages
  2. Click on a buyer message to view the whole message.
  3. Click Reply.
  4. In the upper left, click Template. Your list of templates will appear. Choose the one you want, and it will appear in the reply box. You can edit before you send.

Here are the templates we use for most of our buyer messages. Feel free to copy these or use our ideas to create your own. After you create them, they can be accessed in just a couple of clicks even inside the Amazon Seller App, so you can quickly and easily respond to buyer messages ASAP.

Amazon Customer Service (when it’s an issue that Amazon should deal with):

Thank you for contacting us. Since all of our products are stored and shipped by Amazon from one of their warehouses, you will need to contact them directly for help with this issue. I can’t help you with it, but I can point you in the right direction.

You can contact Amazon two ways:

1. Call Amazon customer service at 1 (888) 280-4331. Have your order number ready.

2. Log onto Amazon.com and view the order. Here you will see options to track your order, initiate a return or replacement, and more.

Thank you for ordering, and I hope this helps with your issue.

[sign with your name/store name]

Our mistake (for rare cases when the problem is clearly our own and we want to refund without waiting for the customer to contact Amazon):

Thank you for contacting us. I’m sorry to hear that your experience hasn’t been perfect yet, but I do want to make it perfect for you.
If you will reply with your order number, I will be happy to issue a full refund for your order. You can keep the item you received as our compensation for any inconvenience you may have experienced.
Sincerely,

[sign with your name/store name]

Cease and desist (for threatening letters claiming to be from manufacturers, brand owners, or their representatives):

Thank you for contacting us regarding this issue. Because we are unable to verify the authenticity of such requests, it is our policy to respond only to Amazon in regard to such requests.
We suggest that you contact Amazon Seller Support in order to have Amazon Seller Support contact us to request any required information concerning this issue.

Of course these templates can and usually should be edited for specific circumstances, but the basic message often works with no editing at all and provides a good starting point for nearly any contact.