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.

When you switch the status of your message from "Test" to "Active" or you edit your message and click on Save, messages can take up to 24 hours to begin sending to customers. If 24 hours haven't elapsed, please allow the system the allotted 24 hours after last clicking *Save* to begin sending messages.
Also, please keep in mind that messages in Feedback Genius are sent on real "Order Events." 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.
Another possible reason messages are not sending is that you are a Merchant-Fulfill Seller and have not completed Seller Central Integration yet. 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.
If you continue to see messages not be sent out, please contact our Support Team and we would 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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