Daily Message Response SOP

Ensure all buyer messages are answered within 24 hours to maintain Amazon Account Health, provide excellent customer service, and prevent late-response violations.

Prerequisites

• Access to Amazon Seller Central → Buyer-Seller Messages
• Access to Order Information
• Access to Pre-approved response templates (refunds, replacements, tracking, complaints, etc.)
• Basic understanding of Amazon communication rules (no external links, no marketing language)

Procedure

1. Check Messages Daily (Multiple Times if Possible)
2. Open Each Message and Identify the Issue
3. Look Up the Order (If Needed)
4. Respond With the Correct Template
5. Close or Archive Messages
6. Double-Check for Messages Before Logging Out

Members only

Get the full step-by-step procedure

• 6 numbered steps with exact Seller Central paths
• Fixes for the most common snags
• 1 copy-paste message template
• When to escalate, and to whom
• How to confirm it worked
• Best practices to prevent repeats

Get access to all SOPsAlready a member? Open this SOP

Not ready to subscribe?

Related SOPs

• Handle Where Is My Order (WISMO) Questions
• Handle Requests for Replacement or Refund
• Reply to Buyer Messages
• Handle Product Complaints Safely
• Customer Satisfaction Feedback Loop SOP