You sent a seller a question and cannot find the reply? Or you sell on Amazon and want to make sure no customer message slips through? Both live in the Amazon Message Center, but buyers and sellers reach it in different ways. This guide shows you exactly where to find your Amazon messages and, if you sell on Amazon, how to handle buyer messages without putting your account at risk.
How to check your Amazon messages: the quick answer
As a buyer
- On the website: click "Account & Lists", open "Your Account" and choose "Your Messages" (the Message Centre).
- In the Amazon Shopping app: tap the profile icon, then "Your Account" and "Your Messages".
- Open the conversation: messages from sellers and from Amazon are listed there, newest first.
As a seller
- In Seller Central: log in and click the envelope icon or "Buyer-Seller Messages" at the top right.
- In the Amazon Seller app: open the menu and tap "Messages" to read and reply on the go.
- Work through "Awaiting response": this filter shows every message you still need to answer.
What is the Amazon Message Center?
The Message Center is Amazon's internal inbox. Buyers see messages from sellers and notifications from Amazon there. Sellers use the Buyer-Seller Messaging service in Seller Central to answer customer questions, send invoices or share product instructions.
Neither side sees the other's real email address. Amazon replaces it with an anonymous alias and passes messages through its own system. That protects buyers from spam and lets Amazon check that sellers follow the rules. All messages stay stored in your account, so you can look up old conversations at any time.
Here is a short video walkthrough of where to find your messages:
For buyers: messages, sellers and customer service
How to contact a seller
Go to "Your Orders", select the order and click "Get help with order" or "Contact seller". Choose a topic, write your message and send it. The reply lands in "Your Messages" and you also get an email notification. Before you buy, you can ask a question via the seller's profile, which you reach through the seller name on the product page.
Seller or Amazon customer service?
If an item is sold and shipped by a third-party seller, the seller is your contact for questions about the product. For orders shipped by Amazon, delivery problems, refunds or account questions, Amazon customer service is faster. You can reach it via "Help" and "Customer Service", where you can start a live chat or request a call back.
For sellers: managing Buyer-Seller Messages
For Amazon sellers, the Message Center is more than an inbox. How you handle buyer messages affects your account health, your customer satisfaction and, indirectly, your chances of winning the Buy Box. If you are new to Seller Central, our Seller Central guide explains the dashboard step by step.
Answer within 24 hours
Amazon expects you to reply to buyer messages within 24 hours, including weekends and public holidays. Late replies show up in your customer service metrics. If a message needs no answer, for example a simple "thank you", mark it with "No response needed" so it does not count against you.
What you are allowed to send
- Messages to solve a problem with an order
- Questions you need answered to fulfil the order, such as a missing address detail
- Product instructions, manuals or a VAT invoice
- Arranging delivery for bulky items
What is not allowed
- Marketing, discount codes or promotions for other products
- Asking for a positive review or offering anything in return for one
- Links to external websites that are not needed to complete the order
- Your phone number, email address or other personal contact details
Breaking these rules can lead to warnings or the loss of messaging permissions. Buyers can also opt out of unsolicited messages. In that case they only receive messages that are necessary for the order.
Use the "Request a Review" button
Instead of writing your own review emails, use the "Request a Review" button on the order page in Seller Central. Amazon then sends a standard, policy-compliant request for a product review and seller feedback. It works between 5 and 30 days after delivery and is the safest way to collect more reviews.
Templates, attachments and notifications
- Templates: save replies to frequent questions, such as delivery times or returns, and adjust them for each buyer.
- Attachments: you can attach images and PDFs, for example an invoice or a manual.
- Notifications: under "Settings" and "Notification Preferences" you choose who receives buyer message alerts by email. With the Seller app you also get push notifications.
Why messages matter as you grow
The more products you sell, the more messages arrive. Resellers who scale through online arbitrage or wholesale quickly handle dozens of conversations a day. Fast, friendly answers prevent negative feedback and A-to-z claims, and they help you keep the Buy Box. Plan time for messages every day, just like you plan time for sourcing.
Common problems and how to fix them
- You are not receiving messages: check your spam folder and your notification settings. Sellers should also check that the right email addresses are set under "Notification Preferences".
- You cannot find the messages section: in the app it sits under "Your Account", not in the main menu. On the website it is in "Your Account" as well.
- Suspicious emails: phishing emails often pretend to come from Amazon or a buyer. Never click links in such emails. Only read and answer messages directly in "Your Messages" or in Seller Central.
Frequently asked questions
Where do I see my messages on Amazon?
Buyers find them under "Account & Lists", "Your Account" and "Your Messages", both on the website and in the app. Sellers find them in Seller Central under "Buyer-Seller Messages".
How do I access Amazon chat messages?
Chats with Amazon customer service are listed in "Your Messages" too, and you receive a copy of the transcript by email. To start a new chat, go to "Help" and "Customer Service".
Where are Amazon messages stored?
In your Amazon account. The Message Center keeps your conversations, so you can go back to older messages at any time.
How do I know if I have a message on Amazon?
You get an email notification for every new message. In the app you can also enable push notifications. Sellers see a counter on the envelope icon in Seller Central.
Does Amazon read buyer-seller messages?
Amazon can review messages to protect customers and enforce its policies. Keep every message professional and within the rules.
Can I send attachments?
Yes. Buyers and sellers can attach images and PDF files, for example photos of a damaged item, an invoice or a manual.
Conclusion
Buyers find their Amazon messages in a few clicks under "Your Account". For sellers, the Message Center is a real business tool: answer within 24 hours, stick to the messaging rules and let the "Request a Review" button handle reviews. That keeps your account healthy and your customers happy.
If you are just starting to sell on Amazon, take a look at our online arbitrage guide, our wholesale guide and our explanation of the ASIN. And with ProfitGo you can check the profit of any product before you buy it.
