There can be a number of things that can stop your messages from sending. Read through the list below to see if you have everything set up right. 

Is your storefront connected to Feedback Genius? 

In order for Feedback Genius to send messages to your customers, your MWS Auth Token must be up to date and connected to your Seller Labs account. If you aren't sure if your MWS Auth Token is up to date, check out our step by step walkthrough for accessing the token within Seller Central. 

Within 24 hours of connecting your store, you should see your orders from Amazon reflected on your Performance page: 

You can also check the active status of your connected marketplaces, from your Seller Labs Dashboard under the My Marketplaces tab:

Do you have active message templates? 

Once you switch the status of your automated message from "Test" to "Active" (or if you edit your message content or filters), the messages can take up to 24 hours to begin sending to customers. If 24 hours have elapsed and no messages were sent, reach out to our support team! (Tip: If you need help getting your messages set up in the first place, check out our guide here)
Another thing to keep in mind is that messages in Feedback Genius are sent on real "Order Events." If you just started selling from your store, then depending on your message's "When" filters, you may not see messages send for a few days after getting setup because your orders have not reached the events setup in your messages.

AFN vs. MFN: Do you ship any of your orders through a third party merchant instead of Amazon's Fulfillment Network? 

Seller Central Integration is an optional integration that enables Merchant-Fulfilled Sellers to send messages on Delivery Events, as well as other additional features. If this applies to your business, please see our "Seller Central Integration Walkthrough" for more information. (Note: you can switch the message trigger to 'confirmed' or 'shipped' instead of setting this up)

Contact Us

If you continue to see your messages not sending after going through the above list, don't fret! Our knowledgable Support Team is standing by, and we will be more than happy to troubleshoot any potential issues with you. Please feel free to reach out to us via email at or give us a call at +1-404-909-8251 (our office hours are Monday-Friday / 9am-5pm EDT).

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