Buyer messages and review requests
What each channel lets you send a buyer, Amazon messages with PDF files, one review request per order, the text rules, and why a lost answer is not re-sent.
MarketplaceHub can send the buyer of a marketplace order a message about that order, or ask them for a review. It only sends: a buyer's reply stays in the marketplace's own messages. It is free and uses no AI credits. The same rules hold whether a send starts on the order, from the automatic rule, from the API, or from an AI assistant over MCP.
What each channel allows
| Channel | Message | Review request |
|---|---|---|
| Amazon | Only the message types Amazon allows for that order at that moment, for example ConfirmDeliveryDetails. MarketplaceHub asks Amazon again before each send. An invoice, warranty information or a legal disclosure carries PDF files instead (see below). | Amazon's own e-mail, in the buyer's language, asking for a product review and seller feedback. No text of yours. |
| eBay | Free text, sent through eBay's messages and naming the order's first listing. | Your own message: eBay has no API that asks for feedback. |
| TikTok Shop | Not available. | |
| Etsy | Not available: Etsy's API has no messages. | |
| Google Shopping | Not available: Google sends no orders. | |
| Shopify, BigCommerce, WooCommerce | Not available: the store is the merchant's own, and the buyer is contacted from its admin. | |
One review request per order
An order is asked for a review once. The database holds this, not only the screens: a click, a batch, the API and the automatic rule can race, and only one request is kept. A request the marketplace refused, or one that failed, frees the order, so it can be asked again. A sent request, or one whose outcome is unknown, does not.
A review request needs a shipped order. Amazon adds its own window: from 5 to 30 days after delivery. MarketplaceHub asks Amazon before it sends, and a request Amazon does not allow at that moment is refused, with the reason in the order's history.
The text rules
Every text is checked when it is queued, and again by the send job. A problem either blocks the send or only warns:
| Rule | Effect |
|---|---|
| No text, where the channel needs one | Blocks |
More than 2,000 characters (Amazon ConfirmCustomizationDetails: 800) | Blocks |
| HTML, an e-mail address or a link | Blocks |
| Asks for a positive or five-star review | Blocks |
| Offers something, such as a discount, refund or gift, in a text about reviews | Blocks |
| Something that looks like a phone number | Warns: a parcel or order number can look like one |
| An Amazon message that mentions a review | Warns: Amazon wants a review request instead |
The check is a guard, not a promise: the marketplace applies its own rules too, and may still refuse a message.
Placeholders
A template or an API text may hold {buyer_name}, {order_number}, {product_title}, {store_name}, {carrier} and {tracking_number}. They are filled when the message is queued, so the rule check reads, and the history keeps, the words the buyer gets. A placeholder the order has no value for, or one MarketplaceHub does not know, blocks the send: a buyer never reads a placeholder.
Messages with files (Amazon)
Amazon's invoice, warranty information and legal disclosure carry 1 to 5 PDF files and no text; warranty information also carries the days the warranty starts and ends. MarketplaceHub takes PDF files only, recognised by their content, at most 10 MB together, and checks them when the message is queued. Each file is uploaded to Amazon first, then the message names the uploads; nothing reaches the buyer until that last step, so a failed upload sends nothing.
The files are kept, in the account's private storage, only until the send ends, whatever its outcome; then they are deleted. The order keeps each file's name and size, which are erased with message texts. These kinds are sent from the order only: the API and MCP send text messages.
Sending, and a lost answer
A send is queued, and the store's send job delivers it within a minute. In the order's history each one ends sent, refused (the marketplace or a rule said no, with the reason), failed, or outcome unknown.
Outcome unknown means the marketplace may have received it, but its answer was lost. MarketplaceHub never sends it again by itself: a marketplace cannot be asked which messages it delivered, and a buyer must not get the same message twice. An Amazon review request is the one exception that can be settled: if Amazon no longer offers the request for that order, it was sent.
Automatic review requests
A store can ask for reviews by itself, once a day, a set number of days after shipping (5 to 25, 7 by default). It is off until the merchant turns it on, and it works only where a review request carries no text of the merchant's: Amazon today. It takes the store's orders shipped in the last 30 days that have no return, refund, cancel request or earlier request, asks Amazon about each, and queues only what Amazon allows now. One run asks Amazon about at most 150 orders and queues at most 100.
Store permissions
A store must allow MarketplaceHub to contact its buyers: on Amazon through the seller's authorization of our app, on eBay through the commerce.message permission, which an eBay store connected before this feature does not have until it reconnects. Without it nothing is sent and the order asks the merchant to reconnect the store. It is never treated as a broken connection: orders, prices and stock keep working.
Buyer data
The text of each message is kept with its order, encrypted with the merchant's own data key, so the history shows what was sent. It is erased on the order's retention period, counted from the order date: 30 days for Amazon, 24 months for other channels. The record stays, so the history still shows that a message was sent. The API leaves the text out unless the caller asks for customer data, and the API's request log never keeps it. eBay sends to the buyer's eBay user ID, which MarketplaceHub reads from eBay at the moment of sending and does not keep.