Amazon

Connect your Amazon seller account (Amazon.com.tr first; every Amazon store in Europe, North America and the Far East works the same way) and three things arrive in ConnectWiz:

• Buyer messages in your inbox. What Amazon buyers write to you through Amazon's Buyer-Seller Messaging arrives as a conversation, marked Amazon, and you answer it from ConnectWiz. Amazon delivers your answer to the buyer.
• The order beside the conversation. Status, dates, carrier and tracking number, the items — and Amazon's own message templates and review request, one click away.
• Wiz, inside Amazon's rules. Wiz drafts answers that follow Amazon's Communication Guidelines. It sends them only if you allow it.

How Amazon messages reach ConnectWiz

Amazon has no API for reading buyer messages. It relays every buyer message by e-mail to your seller account's customer-service address. So an Amazon conversation comes in through one of your e-mail channels: connect the mailbox that receives Amazon's mail as an e-mail channel first. The Amazon connection adds the orders, the templates and the rules on top of it.

Before you start

• Plan. Amazon is a premium channel. It is available on plans that include premium channels and uses one channel slot. See Plans and subscription.
• An e-mail channel for Amazon's mail. In Seller Central, Settings → Account Info → Notification / customer service e-mail decides where Amazon sends buyer messages. Connect that mailbox in ConnectWiz under Settings → Channels (Gmail, Outlook or IMAP/SMTP). See Channels.
• Seller Central access. You approve the connection on Amazon's own page, signed in as the account's primary user or a user with permission to authorize apps. ConnectWiz never asks for your Amazon password or keys.

Connect

1. Go to Settings → Channels → Add channel → Amazon (Seller Central).
2. Choose your Amazon store (Turkey is the default) and the Mailbox for buyer messages — the e-mail channel that receives Amazon's mail. Give the channel a name if you like.
3. Select Continue to Amazon. Amazon's consent page opens in Seller Central. Approve it.
4. Amazon sends you back to ConnectWiz. The channel appears with your seller ID and the stores you sell in.

Then, once:

5. In Seller Central open Settings → User Permissions → Messaging Permissions (Mesajlaşma İzinleri) and add the address of the e-mail channel you chose. Amazon only accepts replies from addresses listed there; anything else is rejected.

A seller can be connected in one ConnectWiz workspace only.

Authorization lasts a year

Amazon ends an app's authorization 365 days after it was given. The channel shows the date and warns you 30 days before. Choose Re-authorize and approve again on Amazon. The same channel continues, nothing is lost.

Answering Amazon buyers

Amazon conversations sit under the e-mail channel that received them, marked Amazon. At the top:

• Reply within 24 hours. Amazon expects an answer within 24 hours, weekends and holidays included. The countdown shows how long you have. Automatic replies such as "we received your message" do not count for Amazon, and ConnectWiz does not send them.
• No reply needed? If a message needs no answer, mark it No response needed in Seller Central (or with the link in Amazon's e-mail). This can only be done on Amazon's side.

What a reply may not contain

Amazon's Communication Guidelines apply to every message, written by you or by Wiz. ConnectWiz checks each reply before it goes and stops it, with the reason, if it contains:

• an e-mail address, a phone number, or a link to anything other than Amazon;
• emoji;

and Amazon does not allow, in any message:

• asking the buyer to continue on WhatsApp, by phone or anywhere else — Buyer-Seller Messaging is the only approved way to contact an Amazon buyer;
• marketing, coupons, or a review request in return for anything.

Replies go out as plain text to the buyer's anonymous Amazon address only. Breaking these rules can get an Amazon selling account restricted or suspended.

Orders handled by Amazon (FBA)

If an order is fulfilled by Amazon, delivery and return questions belong to Amazon Customer Service. The order card says so, and Wiz tells the buyer to contact Amazon for those. You can still answer product questions.

The order card

Open an Amazon conversation and the Amazon order card shows the orders the buyer wrote about. If the buyer wrote from a product page there is no order number; type it in under Add an order number.

For each order you see the status, order date, ship-by and deliver-by dates, carrier and tracking number, items and total. Two actions:

• Send Amazon template. Amazon's own, order-bound messages: confirm order details, confirm delivery details, confirm customization, a digital access key, warranty, legal disclosure or invoice (with files). Amazon only offers the ones that apply to the order right now, and sends them itself, translated, with the order number. Text limits are 2,000, 800 or 400 characters depending on the type. "Unexpected problem" does not exist in Europe, so it is not offered for Amazon.com.tr.
• Request a review. Amazon's standard "review and seller feedback" e-mail. It can be sent once per order, from 5 days after the earliest delivery date until 30 days after the latest. Amazon decides whether the order is eligible.

Automatic review requests. In the channel settings, Request a review for every delivered order has ConnectWiz request a review for every eligible delivered order automatically. It is off by default. It never picks orders, and never asks twice.

Wiz on Amazon

By default Wiz only drafts: an agent opens the suggestion, checks it and sends it. To let Wiz send its answers itself, turn on AI auto-reply in the Amazon channel's settings (the e-mail channel's own switch does not decide this for Amazon buyers). Either way:

• Wiz follows the guidelines above and answers in the buyer's language;
• an answer Wiz cannot make compliant is not sent — the conversation goes to a person;
• Wiz answers e-mail only when your knowledge base or the order has the answer.

Your data and Amazon's rules

• 30 days, then deleted. Amazon's Data Protection Policy keeps buyer data at most 30 days after delivery. ConnectWiz deletes Amazon conversations (messages and files), the buyer's Amazon address and the order details 30 days after the last message or delivery, whichever is later. Each conversation shows its deletion date. A contact who exists only because of Amazon is deleted with it; a contact you also know from another channel keeps everything else.
• No personal data from Amazon's API. ConnectWiz does not request Amazon's restricted roles: it never sees the buyer's name, address or phone number, and does not match Amazon buyers to WhatsApp or other contacts by phone or name. An agent can link an order number a customer gives on another channel; Wiz cannot.
• Never marketing. Amazon buyers are left out of every broadcast, e-mail audience and SMS campaign automatically. There is no setting to change this.

Settings and status

The channel's settings show the seller ID, region and stores, the e-mail channel, the authorization date and its expiry, Amazon's account status, the last order sync and any error. Sync now fetches recent orders immediately; otherwise they are fetched every few minutes.

If something is wrong

You see	What to do
The Amazon card says Coming soon and cannot be opened	ConnectWiz's Amazon app is not registered yet. The card opens by itself once it is.
"This seller is connected to another workspace"	Remove it from the other workspace first.
Authorization expired or revoked	Choose Re-authorize and approve on Amazon again.
A reply failed: "Amazon did not deliver this reply"	Amazon returned it: the case may be closed in Seller Central, or the sending address is not in Messaging Permissions.
A reply failed because of contact details or emoji	Remove them and send again.
No Amazon conversations arrive	Check that the e-mail channel receives Amazon's mail and is chosen in the Amazon channel settings.