Message center
The Message Center is for one-off conversations: a buyer asks a question, a buyer reports an issue, you proactively message a buyer about a delivery problem. Everything routes through Amazon’s Buyer-Seller Messaging system, so it’s policy-compliant out of the box.
In this guide:
- Open the message center
- Send a one-off message
- Reply to incoming messages
- Use templates
Step 1: Open the message center
Go to Customer Hub → Messages in the sidebar.
Two-pane layout: thread list on the left, conversation on the right.
Step 2: Send a one-off message
Click New message. Select a buyer (search by order ID, ASIN, or name). Compose the message — Amazon’s policy limits apply (no promotional content, no external links).
Click Send. Amazon delivers; Hilal threads any reply back into the same conversation.
Step 3: Reply to incoming messages
Buyer messages appear in the inbox with an unread marker. Click in to reply. Hilal threads the conversation chronologically and shows order context (order ID, SKU, delivery status) on the right rail.
Step 4: Use templates
For repeated questions (“when will my order ship?”, “do you offer returns?”), save canned replies as templates:
- Insert template in the compose box.
- Save current as template to capture a reply you want to reuse.
Templates are per-organization (your team can use them too).
Troubleshooting
- Reply didn’t send. Amazon enforces a 30-day window after the order — older orders’ messaging is closed. Check the order date.
- Buyer says they didn’t receive my message. Amazon’s Buyer-Seller Messaging delivers via Amazon, not direct email. Some buyers don’t check their Amazon inbox.
- Promotional content blocked. Discount codes, external links, social-media handles all get blocked by Amazon. Stick to order-related content.