This FAQ answers common questions about the Follow-Up tool — from syncing orders and sending emails to managing automations and account settings.
Setup & Syncing
How long does it take for Follow-Up to sync my orders?
After activating Follow-Up and connecting your Seller Account, the tool syncs your orders from the last 30 days via the Amazon API. The process may take 24–48 hours. While syncing, you’ll still have time to set up automations and email templates.
What is the display limit for orders on the Orders page?
The Orders page can display up to 10,000 orders at a time. If your selected date range includes more than 10,000 orders, we recommend narrowing it to a more specific period to ensure all orders are displayed accurately.
Will Follow-Up work across multiple Seller Accounts?
Yes. By default, Follow-Up sends emails to all orders across your connected Seller Accounts and marketplaces. You can customize automations by filtering for ASIN, SKU, Marketplace, or Seller Account.
Learn more: How to Create an Automation in Follow-Up
Email Rules & Limitations
Does Follow-Up send emails to previous orders?
No. Follow-Up only sends automated emails to orders placed after an automation is created. However, you can manually send emails for past orders within the last 30 days.
Learn more: How to Manually Send an Email in Follow-Up
Will Follow-Up send review request emails for refunded orders?
By default, Follow-Up’s Blacklisting feature cancels review requests for refunded orders. If you prefer, you can disable this function and still send review requests to refunded buyers.
Does Follow-Up send multiple review requests for an order with multiple items?
No. Follow-Up only sends one review request per order, regardless of how many items were purchased.
Why don’t customized emails appear in the Seller Central Message Center?
Customized emails may show as sent in Follow-Up but not in Seller Central if the tool wasn’t activated in Seller Central before creating the automation.
To prevent this, activate Follow-Up in Seller Central first.
Learn more: How to Activate Follow-Up in Seller Central
What’s the difference between the “Reviews Requested” and “Messages Sent” counters?
Reviews Requested: The number of review request emails sent using Amazon’s template.
Messages Sent: The number of customized emails sent through Follow-Up.
Automation Management
What happens if I pause, edit, or delete an automation?
When an automation is paused, edited, or deleted, Follow-Up will cancel the emails queued for delivery on the scheduled send date.
Learn more: How to Manage Automations in Follow-Up
How do I disable Follow-Up?
1. Go to Settings.
2. Click Disable Follow-Up.
Note: This pauses your automations and cancels all queued emails.
How do I re-enable Follow Up?
To re-enable, go to the Automations page and reactivate your automations.
Account Settings
Can I change the “From” email address in Follow-Up?
No. The From field is the default email linked to your Helium 10 account. Amazon repackages your message and sends it to the buyer as an Amazon Email.
Can I transfer my Follow-Up data to another Helium 10 account?
No. A Seller Account can only be connected to one Helium 10 account. Follow-Up data is tied to Amazon’s API and cannot be transferred.
Plans & Limits
How can I increase my monthly email allowance?
Your email allowance determines how many review request emails or messages Follow-Up can send. If you need more capacity, you can purchase a Follow-Up Booster Plan to increase your monthly quota.
The additional quota will be reflected in your dashboard within 24 hours.
Learn more: Booster Plan subscription page
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