Communication Center

📌 COMMUNICATIONS SETUP #1: Approved Email Senders

This step refers to the "Sending Email" column on the Automated Messages page of your Feedback Genius Account.

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📌 COMMUNICATIONS SETUP #2: Create Your First Automated Message

Customize a pre-made message template or start from scratch to target your buyers with seller feedback and product review requests.

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📌 COMMUNICATIONS SETUP #3: Set Up Review Tracking and Notifications

Track product reviews and set up alerts for product reviews.

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💪 OPTIMIZE COMMUNICATIONS Step #1: Add Short Names for Products

Assign your products a "short name" or display name to make your messages and subject lines easier to read.

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💪 OPTIMIZE COMMUNICATIONS Step #2: Auto-Forward to the Blacklist

Set up an auto-forwarding rule in your Gmail account to send Amazon buyer email addresses to the Blacklist, so you don't target them again.

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💪 OPTIMIZE COMMUNICATIONS Step #3: Advanced Message Filters

Utilize advanced message filters to target or exclude customers based on ASIN, SKU, price, repeat buyer, and more!

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Turn on Review Automation to boost your reviews on Amazon!

Our system automates what you would normally have to do on an order by order basis using the Request Review button in Seller Central.

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How do Amazon's data protection policies impact my message variables?

Understand which variables contain the information you need to personalize your messages.

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How do I make my messages Active?

When you're ready to begin sending your message to customers, set it to "active" directly from your main Message Dashboard!

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How do I pause or delete a message?

When a template is no longer needed, pausing a message is simple and can be done directly from your main Message Dashboard!

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Frequently asked questions about the Amazon Buyer-Seller Messaging service

Learn more about the in's and out's of the Messaging Center

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How do I use the return features in the Communications Center?

Learn how to send a message when a return is completed, or skip sending a message altogether if an item has been marked as returned.

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Your Daily Limit for Sending Buyer-Seller Messages

Understand what your account-specific daily limit is for sending Buyer-Seller Messages

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How can I see what messages are being sent from the Communications Center?

Now that your message templates are set to "active", confirm that your customers are receiving them.

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How many messages should I send to my buyers?

We recommend sending one message per order.

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How do I add a link to an image using Feedback Genius variables?

Make your email more compelling by adding a link variable to your images. Buyers can click the image and be redirected accordingly.

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How do I use the price and discount filters?

Learn how to target buyers that spent a specific amount on your product or exclude buyers that purchased the item at discount.

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How do I exclude certain product ASINs or SKUs from receiving my message?

Prevent specific ASINs or SKUs from receiving your message with the advanced item filters.

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Add an Attachment to Improve Your Buyer-Seller Messages

Including a written warranty or product instructions in your Buyer-Seller Messages can improve customer satisfaction and product experience.

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How do I create counter part message sequences?

Create product specific and general messages, and ensure your messages send out properly.

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What do the "SKU Pattern Match" and "SKU Pattern NOT Match" filters do?

Having a lot of products shouldn't make creating product specific messages hard. SKU Pattern Match lets you easily target several SKUs.

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What does the "Delivered Within" filter do?

Make sure your message is only sent to buyers whose order was delivered in the specified time. This is perfect for targeting Prime Members!

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What does the Minimum Condition filter do?

Make sure your messages are targeting New and Used products with the Minimum Condition filter. Find it in the Advanced Filters section.

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What happens if a customer buys 2 different products from me on ONE order?

If a buyer purchases multiple ASINs from your store in one order, Feedback Genius will pick one of the ASINs to target with your message.

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When creating/editing a message, what should I put in the “Message Title” field?

Easily assign Message Titles to make your templates more easily identifiable from your Message Dashboard.

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What is Amazon's Allowed HTML and CSS?

If you are using custom HTML or CSS in your message template, make sure the attributes are approved by Amazon.

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Can I request product reviews?

Yes you definitely can! And we've made it easy to ask your customers for reviews with premade templates plus product review variable links.

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Why do my messages with attachments show as sent in the Communications Center, but not in Seller Central?

A corrupt PDF may prevent your message from sending through Seller Central. If this happens, simply remove then re-upload the attachment.

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Why are my messages not sending?

New active messages take about 24 hours to begin sending. You should also double-check your account setup and message filters.

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Stay Compliant with Amazon ToS - Don't Include External Links In Your Buyer-Seller Messages

Learn why you can't include links in your Amazon emails to your personal store, website, social media sites and more—with a few exceptions.

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Can I copy and paste content from another source into my message content?

Yes, you can, but we suggest using the "Clear format" feature to remove any hidden coding that may affect how your message looks.

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What is the Blacklist?

Use the Blacklist to prevent sending messages to users that have opted out from receiving third party noncritical messages.

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Can I add custom HTML into my message templates?

Take your messages to the next level with custom HTML. Use the "Code View" feature to get started!

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Can I create a message filter for the destination / shipping country?

As you're targeting specific countries, its imperative that you enter the correct two-letter country code. See below for each code.

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Can I email orders that are beyond 60 days in the past?

No, due to the updates with Amazon's Buyer Seller Messages Terms of service we no longer offer this capability.

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Can I send messages at hour-specific times?

Messages send based on your specified order event in the "Message Trigger" section of your settings.

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Can I copy messages from one marketplace to also work for another marketplace?

Use the Copy Existing Message feature to copy a template as is. Once copied, you can make any changes, including the assigned marketplace.

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How do email variables work?

Variables are placeholders for information in an email that automatically fill in information based on buyer's purchase.

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Examples of the Communications Center Buyer-Seller Messaging email templates.

The Communications Center offers six pre-made message templates that you can customize.

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Can I skip sending a message if seller feedback has been left?

Simply switch the filter toggle to "Yes" to prevent sending your message to a buyer that left you seller feedback already.

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I am not receiving test messages

Check your Settings to confirm your testing email is entered correctly. We also recommend checking your Spam folder.

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I cannot add an ASIN/SKU to my item filter fields

If your message already contains an Item Filter (ASIN is, SKU is Not, etc), you can not add an additional Item Filter on top of it.

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Are Test Messages sending to my customers?

Messages in Test Mode, will be displayed in your Sent Messages with [TEST] in the subject line. These aren't sending to your buyers!

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I have multiple brands through the same Seller account. How do I accommodate for this on Feedback Genius?

At this time, Feedback Genius is not optimized to work with multiple brands but there are several ways to work around this.

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Amazon is informing me an email address is trying to send messages on my behalf

Feedback Genius sends messages using your "From" email address. This email should be listed as an Approved Sender in Seller Central.

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My Test messages don’t have working links

When you send a test message to yourself, your variable links may redirect to error pages. This is expected behavior! Read why below.

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My message formatting does not match; some text font is different than others and are different sizes.

How can I have consistent text formatting throughout all of my messages?

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My Communications Center messages are generating auto-replies and disrupting my contact response time metrics. How can I resolve this?

You can use your account's Blacklist as a workaround from your Communications Center messages disrupting your Amazon response time metrics.

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On Seller Central's Sent messages page, why do the links in messages not appear to work?

My sent messages in Seller Central do not look the same as in my Sent Messages in the Communications Center. What's going on?

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Are my messages following Amazon’s Buyer-Seller Messaging Terms of Service?

Double-check that your Feedback Genius messages are compliant with Amazon’s Terms of Service before you change their status to “active”.

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How do I view my Seller Feedback?

Navigate to your Seller Feedback Tab to view the seller feedback you've received. You can sort by rating or status, and search by order ID!

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My dashboard is not displaying product reviews. How do I begin to track product reviews?

Toggle the 'Track' button to the left of the ASIN. Reviews should populate within a few hours.

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Should I include the ASIN for the "Parent" or for the "Child"?

When creating product specific messages, insert the child ASIN(s) into your Item Filter to target those particular products.

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What's the difference between product reviews and seller feedback?

Product reviews are comments left on an ASIN specifically. Seller feedback refers to a user's overall experience with the seller/store.

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Can I receive a summary regarding my account's usage?

Receive a weekly account summary to keep up with how many messages you're sending. Find this feature in your Notification Settings.

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Can I support multiple Amazon Seller Central Accounts on one PRO account?

You can connect additional marketplaces directly from within your Seller Labs Dashboard.

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How do I stop sending messages to a certain order ID?

Add a buyer's order ID or email to your Blacklist to prevent the customer from receiving any further messages from you.

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How do I change the sender in my test messages?

Test messages are just for local testing, and do not send through Seller Central. This means the specific Amazon address is not applied.

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Messages are sending in the Communications Center, but not Seller Central. Is my "Sending Email" set up correctly?

Set your Sending Email email address in the Automated Messages page.

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I never received an email with my confirmation code

During Seller Central Integration, you should receive an email. This is only a notification and isn't needed to complete the final process.

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What are feedback notifications for?

Feedback notifications will alert you when a buyer leaves seller feedback. You can find this feature in the Settings page.

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Which mail carriers will Feedback Genius pull tracking information from?

Feedback Genius imports tracking information from several Mail Carrier API's. Please check if you're using an unsupported carrier.

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Does Feedback Genius support non-Amazon marketplaces?

Feedback Genius is not compatible for orders placed on non-Amazon marketplaces, such as Ebay, Shopify, or Walmart.

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How do I automatically add customers who left negative feedback to the blacklist?

Prevent sending messages to buyers that have already left you negative feedback. Use the Auto Blacklist feature found in Message Settings.

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Can I receive text notifications from Feedback Genius at an international phone number?

Yes! Just use the format listed below to ensure you receive your Seller Feedback and Product Review notifications!

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What order events can I send my custom messages on?

Messages can be sent throughout the purchase process. For delivery-based messages, tracking information is required.

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Why do I receive an email each day with the subject: "Notification of Open Listings Report availability"?

You can disable the email notification for the "Open Listings Report" in your Seller Central account settings.

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How can I connect my Amazon.in (India) marketplace to Feedback Genius?

Users can now send Feedback Genius messages to their Amazon.in customers! Find instructions below for connecting your IN marketplace.

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Does Feedback Genius support sending messages for KDP (Amazon kindle books)?

You are not currently able to send Feedback Genius messages for KDP.

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Can I send messages to both my FBA and FBM (Merchant Fulfilled) orders?

Yes, Feedback Genius supports both your FBA and Merchant Fulfilled orders. You can also create unique messages to each shipping channel.

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I just switched from another feedback service to Feedback Genius. What should I do?

If you've just switched from another service to Feedback Genius, check out our Weekly Webinar to help get your account setup!

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Can I automatically add a customer to my Email Blacklist?

Automatically add customers to your blacklist using your specific blacklist email or the "Auto Blacklist on Negative Feedback" feature.

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Amazon Code of Conduct Changes In Relation to Feedback Genius

What changes have been made in Feedback Genius to ensure our software complies with Amazon's Developer TOS?

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