Q&A on Amazon’s buyer opt-out policy

Q&A on Amazon’s buyer opt-out policy


Our seller community have raised a few questions about the recent update to Amazon’s buyer opt-out policy. Here are some answers from the xSellco support team on how Amazon sellers can manage their customer messaging and request feedback.


What is the Amazon buyer opt-out policy?

Amazon.com have updated their policy for customers who have opted-out of receiving messages from sellers. In this update, Amazon are discouraging its marketplace sellers from contacting customers messages they considered ‘non-critical’.


What messages do Amazon consider ‘critical’?


  • Queries on product customization.
  • Scheduling deliveries.
  • Shipping address issues.


What messages are ‘non-critical’ to opted-out buyers?


  • 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.


What opportunity does buyer opt-out offer online sellers?


You can now connect with customers who are happy for you to contact them. These customers will be more open to giving you feedback – and more positive feedback at that. Customers of xSellco Feedback receive over 200,000 5-star reviews every week by targeting the right customers at the right time. We can help you request feedback from the customers who are most likely to give you a great review on your most reliable products.


Does Amazon still encourage feedback requests?

Absolutely. Customer feedback is as beneficial to helping Amazon grow, as it is to your own business. Amazon encourages sellers to request feedback, so long as you don’t offer incentives for positive feedback.


How does xSellco help you to manage Amazon buyer opt-out


xSellco Feedback

Our team has been working with Amazon to introduce a feature that assists xSellco Feedback customers with message bounce-back notifications from opt-out buyers. To ignore opt-out buyers in your feedback requests, you can simply follow the steps below.


  1. Log in to xSellco.
  2. Select your Amazon channel in Settings > Channels
  3. Click on the High5 tab
  4. Here you can forward bounce-back notifications to xSellco, so that we can prevent you from sending feedback requests to opt-out buyers.


xSellco Helpdesk

xSellco Helpdesk customers can respond to opt-out customers, simply by replying directly to the original customer message. When you reply to the original email, your xSellco help desk sends the message with the original question included, as per Amazon recommendations. Your help desk will create an access token and attach this to your customer reply. Amazon then authorize the message to allow the message to be sent.


Using both xSellco Helpdesk and Feedback?


For xSellco customers who use both Helpdesk and Feedback, we have automatically blocked the possibility of receiving bounce-back messages in Fusion to keep your inbox from unnecessary clutter. For you, the above Feedback steps to block bounce-back messages will not be necessary.


If you have more questions on Amazon’s buyer opt-out policy, we’d love to hear from you. You can contact me, or the team at support@xSellco.com.


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Matthew Willson