This help file will give you all the information on how eDesk handles these opt-outs.
Before you start
- You will not be penalized for sending unsolicited messages to buyers who opted out of receiving unsolicited messages.*
- Buyers can't opt-out of messages pertaining to Handmade or Custom orders.*
- It is still against Amazon's terms and conditions to incentivize reviews**
**Amazon Seller Central Activity and Action Guidelines
01 Non-Critical MessagesWhen we initiate communications to a customer that has opted out of receiving messages, you will receive a bounced email from Amazon.
These bounced messages are usually triggered by messages that are categorized by Amazon as non-critical:
Requests for seller feedback or customer reviews
Order, shipment, or delivery confirmation
Proactive customer service eg. product manuals, tips for using the product, FAQs
Out-of-stock, or delay notifications
Offers for alternate products
02 Managing bounce back emailsTo ensure you no longer solicit these customers you will need to automatically forward these bounce back messages into eDesk.
First, find your bounce-back email address. This email address is unique for each Amazon channel and must be set up separately for each marketplace.
Go to Settings → Mailbox Settings → Channels → select the channel
- In the Feedback tab, copy the Bounce-back email address.
- Now add this address in your Seller Central settings.
Go to Seller Central → Settings → Notification Preferences → Messaging → Edit
- Add the copied bounce-back email address
03 OpportunityWith some buyers criticizing the solicitation of feedback and often leaving negative feedback as a result, the opt-out policy ensures that you will only request feedback from buyers who are likely to leave feedback.
The bulk of buyers enjoy follow-ups on their orders and appreciate seller engagement whilst sellers can still offer customer engagement with our tool to guide your buyers into the best customer experience.
Interested to learn more about Amazon’s Buyer-Seller Messaging policy? Click here.
If you wanted to find out more about Amazon’s message quota, click here.