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Why are some of my emails not delivered?

After starting to send emails from FeedbackFive, most sellers start to receive the following message from Amazon:

Dear Seller,

We were unable to deliver the message you sent for order [order number] because the buyer has chosen to opt out of receiving unsolicited messages from sellers.

However, even if a buyer has opted out of unsolicited messages, if you need to send them a message critical to completing his or her order, you can include the word [Important] in the subject of your message or use the Buyer-Seller Messaging interface on Seller Central:

  1. Go to Manage Orders.
  2. Click the buyer’s name in the list, which will take you to Buyer-Seller Messaging.
  3. Select "Additional Information Required" as your subject, write your message, and click Send

If you tried to respond to a buyer and received a message that the buyer has opted out of unsolicited seller messages, please respond to the buyer on the original message thread (instead of starting a new thread) and make sure that his or her original message is included in your reply.

For your reference, the following messages are considered “critical” to complete the order:

  • Product customization questions
  • Delivery scheduling
  • Issues with a shipping address

The following messages are “not critical” to complete the order:

  • Requests for seller feedback or customer reviews
  • Order, shipment, or delivery confirmations
  • Proactive customer service (for example: product manuals, tips for using the product, FAQs, suggestions if something goes wrong)
  • Out-of-stock or delay notifications and offers of alternate products (please cancel the order instead)

Learn more about Buyer-Seller Messaging and what messages are considered critical to completing orders.

Sincerely,

Amazon Seller Support

It is normal to receive this message one or more times whenever a batch of FeedbackFive emails is sent. This does not mean there is a problem with your FeedbackFive account or that you are violating any Amazon policies. 

Instead, it simply means that one or more of your buyers have changed a setting in their Amazon account so that they do not receive unsolicited emails from sellers. This is similar to the standard “Unsubscribe” option for any email list and helps ensure that every buyer receives only the messages they are interested in.

It is very important to comply with this policy. Do not try to send non-critical messages such as feedback and review requests to these buyers by using [Important] in the subject. Doing so may result in Amazon taking action against your account.

However, you will not be penalized for sending messages to these buyers without [Important] in the subject. Amazon will simply block them and notify you that they have not been delivered. 

Still, most sellers prefer to avoid sending emails to those buyers so that their emails stay efficient and open rates are accurate. Fortunately, FeedbackFive has a way to prevent those opted-out buyers from being sent additional emails in the future.

Amazon does not provide any way for sellers or FeedbackFive to know ahead of time whether a buyer has opted out; the only way to find out is by receiving the opt-out message. However, sellers can send these opt-out notifications to optout@mail.feedbackfive.com in order to add these buyers to our opt-out database. Your FeedbackFive account will never send emails to buyers in the database again.

For more information on Amazon’s opt-out policy and the easiest way to forward your opt-out notifications to the database, see Exclude Buyers who have Opted Out.

For more information on Amazon’s buyer opt-out policy and how it can benefit sellers, see these FeedbackFive blog posts:

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  1. Rachel Hoover

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