What are the upcoming TOS changes?

The TOS updates will be effective November 3, 2020

Necessary Permitted Messages:
These types of communications are deemed necessary to complete an order. They include:
• Problem with Order Messages – If a seller is having an issue fulfilling the buyer’s order in a timely manner, they will be expected to use messaging to update the customer on these issues.

• Return-related Messages – Returns should be handled in the “Manage Orders” section on your Amazon’s Seller Central page. In the event that you need additional information to complete a return or you are offering a partial return, you may use messaging to communicate with the buyer.
Both of these communication types are order specific.

You may send proactive Permitted Messages for the following reasons only:
• Resolving an issue with order fulfillment
• Requesting additional information required to complete the order
• Asking a return-related question
• Sending an invoice
• Requesting product review and/or seller feedback
• Scheduling delivery for a heavy or bulky item
• Scheduling a Home Services appointment
• Verifying a custom design
• Any other reason where the contact is required for the buyer to receive the purchase
*Proactive Permitted Messages must be sent within 30 days of order completion.

Permitted Messages do NOT include any of the following message types:
1. Order or shipping confirmations 
2. Messages that say only “Thank you” or that you are here to help if buyers have any problems
3. Marketing or promotional messaging, including coupons
4. Language that either incentivizes or persuades the buyer to submit positive product reviews or seller
feedback, including by offering compensation, money, gift cards, free or discounted products, refunds, rebates or reimbursements, or future benefits
5. Language that requests removal or an update of an existing product review
6. Language that requests a product review only if they have had a positive experience with the product
7. A repeat request (per order) for a product review or seller feedback

Permitted Messages may NOT include any of the following:
1. External links unless they are secure working links (https, not http) necessary for order completion or links to Amazon
2. Attachments except for product instructions, warranty information, or invoices
3. Logos, if they contain or display a link to your website
4. Link to opt-out of messaging
5. Sensitive content in images or text (e.g. bare skin, violence/gore, adult/offensive language)
6. Tracking pixels or images
7. Email addresses or telephone numbers
8. Images of purchased products as Amazon includes those on your behalf
9. Images that do not relate to your brand or company

Permitted Message styling may not contain any of the following:
1. Accessibility issues as specified in the Web Content Accessibility Guidelines from the Web Accessibility
Initiative
2. Emojis
3. GIFs
4. Message margins over 20% max width
5. Image or graphic sizes larger than 80% max width
6. Overrides of Amazon’s default line height, font family, or font color
7. Fonts in more than three sizes
8. Message bodies that are centered or that otherwise override default text alignment settings
9. More than two line-breaks (spacing between paragraphs) in a row
10. Unsecure images (http instead of https)
11. Spelling errors or grammar issues

Refer to https://www.feedbackwhiz.com/blog/amazon-policy-changes-to-buyer-seller-messaging-september-2020/?fbclid=IwAR2e9pBj3_bKcCsOpmF30kkxiU6NF7x__AzTloMGMiV6nUzxkXzodtkD6BE 

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