Amazon buyer messages

Amazon offers no API for reading buyer messages. When a buyer contacts you on Amazon, Amazon turns the message into an email and sends it to the mailbox registered in Seller Central. The sender is an anonymous relay address such as …@marketplace.amazon.com; you reply to that address and Amazon passes the reply to the buyer.

purser takes these emails through the email channel.

Set it upCopy Anchor Link

1. Find your inbound address on the Email card under Settings → Channels.
2. In the mailbox that gets your Amazon buyer messages, forward mail from @marketplace.amazon.com to that address. Addresses for other marketplaces (such as @marketplace.amazon.co.uk or @marketplace.amazon.de) work the same way.
3. In Seller Central, add the inbound address under Messaging Permissions. purser replies from it, and Amazon doesn't pass on replies from addresses that aren't listed.

The Email card lists these steps too.

In the inboxCopy Anchor Link

• Relayed messages are marked Amazon in the inbox, with the buyer's name. When the email names an order, the conversation header shows "Amazon order 111-2222222-3333333".
• Only what the buyer wrote is kept; Amazon's order details and footer are removed.
• Amazon gives each buyer one relay address, so the same buyer writing again within 30 days goes back into the same conversation.
• Rules can use Amazon in their channel condition.

How the AI repliesCopy Anchor Link

• Questions the help articles and store policies answer (how long refunds take, shipping times and so on) are answered as usual: sent at once or saved as a draft for a person to review, depending on your AI autonomy settings.
• Amazon orders aren't in your store data, and Amazon buyers can't sign in on your site. So when a buyer asks about their own order (tracking, a return or refund of that order), the AI doesn't ask them to sign in: it hands the conversation to a person. Look the order up in Seller Central.

Amazon's messaging rulesCopy Anchor Link

Amazon scans every message a seller sends, and breaking its rules counts against the seller account. Amazon doesn't allow:

• links or web addresses;
• contact details such as email addresses and phone numbers;
• emojis.

Marketing and asking for reviews aren't allowed either.

purser checks every reply for links, contact details and emojis:

• An AI reply with any of them isn't sent. It's saved as a draft, and the conversation gets a note asking a person to fix it and send it.
• An agent's reply, a quick reply or a macro with any of them is stopped, with a message naming what isn't allowed. Remove it to send.
• A reminder of these rules stays above the reply box.

The writing model avoids marketing and review requests as instructed; purser doesn't check those word by word.

Response timeCopy Anchor Link

Amazon expects replies within 24 hours, and later replies count toward your late response rate. So the first-response target for Amazon conversations is at most 10 hours: even if your workspace's target is longer, the first reminder comes at 10 hours and the second at 20, both inside 24 hours. The reminder email mentions Amazon's deadline.

Other detailsCopy Anchor Link

• Replies aren't marked as automatic, so Amazon passes them on as ordinary seller messages.
• Voice replies don't apply to Amazon conversations.
• Amazon buyer messages use the email channel, so the email channel's plan rules apply.