Add an Attachment to Improve Your Buyer-Seller Messages

Put yourself in your buyers’ shoes. What do you expect from the sellers from whom you buy your products? You probably expect a quality product first and foremost. You probably expect timely delivery and quality packaging. But least of which, you probably expect a good customer experience. This can be anything from a return shipping label, an invoice, or a custom design verification.

Keeping the buyers’ experience in mind will help you navigate how to serve them best. And one of the most effective ways to serve your buyer is by including materials necessary to complete the order or resolve a specific buyer issue. The easiest way to do this is by using the attachments feature in Feedback Genius for your Buyer-Seller Messages.

From the Custom Messages tab under Feedback Genius in the hamburger menu in the top left corner, select the message for which you want to upload your attachment. Under the Message Body editor, you will see an Attachment section. To add an Attachment simply click on the + Add Attachment button or drag and drop your attachment.

Amazon currently supports these file types: 

Feedback Genius does not support .jpg as an attachment type, however, you can include a .jpg image in your message content by using the "landscape" icon to the left of the attachment icon.

*Please be aware that according to Amazon Communication Guidelines, attachments are only permitted when needed to resolve a buyer’s issue (Amazon’s examples are shipping labels, invoices, and custom designs). Generic product manuals, brand brochures, or care guides sent proactively to every buyer are not compliant. The contents of your attachment must follow the same rules as the message body — no marketing or promotional language, no external links other than secure links to Amazon or links necessary for order completion, and no review-biasing wording. Images of purchased product(s) and images that do not relate to your brand or company SHOULD NOT be included in the message body — Amazon includes product images on your behalf. Before sending, use the Check Amazon ToS compliance button in the message editor to catch attachment, link, and content issues automatically

Follow these steps to add more than one attachment:

You can send attachments up to 6 MB in size. But we recommend keeping attachment file sizes between 1 MB and 5 MBs. This recommendation has been made to avoid issues with Seller Central rejecting messages from sending due to the attachment’s file size.

You can reduce a PDF’s file size by using free services like smallpdf.com and picresize.com. Double-check your file after compression and before attaching it to your message to verify that the image quality still meets your expectations.
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Important Note: If an attachment has been added and not displaying when sent; it might mean that the attachment has been corrupted! For guidance on how to work this out, check out this article: Why do my messages with attachments show as sent in the Feedback Genius, but not in Seller Central?