We have been trying to correspond with a 'Amazon Business EU SARL' customer about their order. They e-mailed several times and every time we replied (with the POD, furhter information etc) it seemed as though what we said wasn't being taken on board and the customer seemed to believe that we were ignoring them. They have now done an A-Z claim and checking Amazon messaging (we were just replying to their e-mailed in the first instance as we do ordinarily through our ticketing system) to see if they have received our correspondence I can see an error on our responses stating 'Message could not be delivered as it is related to an Invoice by Amazon (IBA) order. For more info, click here.'

'More info' seems to just suggest that because this is an Amazon Business EU SARL account that we are unable to message them, even if we are replying to a message that they have sent us. Amazon Seller Support seemed first off to suggest that they relay the information to the customer but this doesn't seem to have happened. They then referred it to 'the specialised team' (a phrase that I have come to dread) who promptly responded with a couple of pages of generic nonsense.

If I try to reach out to the customer by contacting them directly via the order information screen (for example to select 'Unexpected problem with the order) then it just redirects me to this page https://sellercentral-europe.amazon.com/help/hub/reference/G68CSVHZ46WUP4AP

This has left me confused. We were sent an e-mail by this customer.... if we cannot respond how are we supposed to communicate? Surely it's not a case that by design it's a one way street whereby customers e-mail us but we are powerless to respond? Finally, if Amazon do 'forward' the messages then how is this any different to when we e-mail non Amazon Business EU SARL customers via the obfuscated e-mail address they usually give us to reply to?

I'm pretty certain the A-Z wouldn't have happened if we were able to actually communicate with the customer and this seems again like something simple being made much more difficult than it needs to be!

Please help :-)