Amazon Disables Seller-Initiated Contact Function for Buyers Who Leave Negative Reviews
Amazon has broadly disabled the backend function that allowed sellers to proactively contact buyers who left negative reviews. Sellers can no longer directly communicate through on-site channels with buyers who gave 1–3-star ratings for after-sales remediation and must seek other compliant customer-service paths.
What are the key facts?
- 1Function change: The “Contact Buyer” button in the Customer Reviews section is inactive
- 2Scope: Orders with 1–3-star negative reviews
- 3Implementation time: Around June 4, 2026
What happened?
Several sellers reported that the “Contact Buyer” button for 1–3-star negative reviews in Amazon’s backend has stopped working. The function previously allowed sellers to communicate with buyers on the site after receiving negative reviews, but this channel has now been cut off.
What does this mean for cross-border sellers?
Reassess after-sales service strategies, strengthen pre-sale communication and product quality controls, and reduce negative reviews because on-site post-sale remediation options are now limited.