Overview
When reaching out to customers for feedback and reviews on Amazon, sellers have two primary options: Request a Review Messages and Custom Messages. Both serve important roles in customer communication, but they differ in terms of automation, customization, and compliance. This article will explain the differences between these two message types to help you select the best approach for your needs.
Request a Review Messages
What It Is:
The Review Automation tool enables sellers to automatically send review requests for all orders on a marketplace-by-marketplace basis.
These requests are sent directly from Amazon, ensuring 100% compliance with Amazon’s messaging policies.
Even if you have been suspended from sending custom messages, you can still use Request a Review messages.
Key Features:
Automated Timing: Requests are sent between 5 to 30 days after the product is delivered, with customizable timing options.
Multilingual Support: Requests are automatically sent in the recipient’s language.
Solicits Both Product & Seller Feedback: Customers are prompted to review both the purchased product and the seller experience.
No Customization Available: Since Amazon sends these requests directly, sellers cannot modify the message content.
Best For:
✔️ Sellers who want a fully automated, compliant review request process.
✔️ Ensuring messages meet Amazon’s strict policies.
Custom Messages
What It Is:
Sellers can create personalized messages to engage with customers and request seller feedback or product review, or both.
Feedback Genius provides the flexibility to customize messages or use pre-made templates as a starting point.
Key Features:
Full Customization: Edit message content, subject lines, and formatting.
Template Options: Choose from pre-made message templates or create your own from scratch.
Targeted Messaging: Send different messages based on order type, or product purchased.
Requires Compliance Monitoring: Sellers must ensure that custom messages follow Amazon’s communication guidelines (e.g., no incentives or marketing language).
Filtering and Sending Messages Based on ASIN, SKU, and Purchase Behavior
Seller Labs PRO allows you to refine your messaging strategy with advanced filtering options. You can target customers based on specific product identifiers, purchase history, and feedback status.
ASIN or SKU Filters: Send messages based on individual ASINs or SKUs to tailor communication for specific products.
Country Filter: Restrict message delivery to customers in specific countries for more targeted outreach.
Skip if Buyer Has Already Left Feedback: Prevent messages from being sent to customers who have already provided feedback (requires additional permissions).
Purchase-Based Messaging: Customize messages based on the number of times a customer has purchased from you:
First Purchase – Introduce your brand and request Seller Feedback or a Product Review.
Second Purchase – Build trust with a personalized message and another request for Seller Feedback or a Product Review.
Third Purchase – Strengthen loyalty while requesting Seller Feedback or a Product Review.
Fourth & Subsequent Purchases – Show appreciation, encourage long-term engagement, and continue requesting Seller Feedback and Product Reviews.
These filters help optimize communication, ensuring custom messages are relevant and well-timed for each customer. 🚀
Best For:
✔️ Sellers who want to personalize customer interactions.
✔️ Encouraging repeat business and brand engagement.
Choosing the Right Message Type
Feature | Request a Review Messages | Custom Messages |
Automation | Fully automated, Scheduled and sent based on delivery data | Fully automated, Scheduled and sent based on a certain order event (Shipped, Marked Out Of Delivery, Delivered, Returned) |
Customization | No customization | Full customization available |
Compliance | 100% Amazon-compliant | Must follow Amazon's guidelines |
Review Type | Seller feedback & product review | Seller Feedback or Product Review or Both |
Language | Customer preferred language | Must be written in customer’s language |
Both Request a Review Messages and Custom Messages play important roles in managing customer feedback on Amazon. If you’re looking for a hassle-free, fully automated review request system that guarantees compliance, Request a Review Messages is the best choice. However, if you want to personalize messages and build stronger relationships with customers, Custom Messages give you the flexibility to craft tailored communication.
Need help setting up your messages? Feedback Genius makes it easy to manage the request a review or custom messages efficiently!
Need help? Our support team is happy to assist you! 🙂
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