Author: 25 Jul 2023minutes read
Ecommerce business owners face a variety of obstacles and have to solve innumerable problems every day. Walking that path can be isolating, and you might not always know where to turn with questions. That's why Buy with Prime is here to give you the support that you need—whenever you need it, on the channel that works best for you.
The right kind of support can make or break a small business. As a business owner, your first priority is delighting your customers. Time spent troubleshooting technical difficulties and operational logistics is time spent away from that priority. With Buy with Prime merchant support, you can always expect timely and responsive care to any roadblocks that you encounter.
“Our north star is helping the ecommerce business owner find a resolution to their problem at the first stop,” says Fernanda Cunha, a Senior Program Manager for the merchant support team at Buy with Prime. “We don’t want them to have to look for answers in different places or be transferred multiple times.”
Whether you're hoping to find self-service options through the knowledge center or talk to a human on the phone or through the live chat feature, the first step is signing in to the merchant console and clicking “Get support” from the bottom of the side menu. From there, you can see all of your open cases, as well as links to help content in the knowledge center that answers common questions.
If you can’t find your answers in the knowledge center, you can click “Contact us” in the top right corner of the page. From there, you have the option to select a topic that relates to your issue. Select your topic from the drop-down menu, and then select the channel that’s most convenient for you. You can get real-time support using the in-console live chat feature, request a callback to your preferred number within 15 minutes, or send an email and get a response within 24 hours.
If you choose live chat, you can ask questions and explain your issue in detail, and then attach files to share additional context or examples with the representative. During the live chat, the chat window remains displayed throughout the merchant console, allowing you to multitask. You can navigate away from the support page without losing your conversation.
Regardless of your preferred contact channel, the details of your case are always saved in the merchant console. There’s no need to go hunting through emails or text messages or trying to remember what the resolution of a phone call was, for example. The merchant console contains all the history of the correspondence with the support team and attachments that were added. Whether the inquiry was a live chat, phone call, or email, it all lives in the merchant console.
“When a merchant initiates a help query, they can see the status of that query and any follow-up directly in the merchant console,” Marcela explains. “We also send email notifications to the person, letting them know that we have taken action and referring them back to the console. Everything lives in the console. Anything we’ve worked on, they can see it there.”
Our merchant support team is made up of listeners and experts in their craft. They’re continuously learning about the merchant experience so that they can better serve you. With a click or a call, our merchant support team can help you with any Buy with Prime-related question. According to Marcela Cabalceta, a Merchant Support Manager at Buy with Prime, the support team often fields questions about payments, fulfillment logistics, and Buy with Prime button troubleshooting.
“I handle the global team that provides frontline support to merchants,” says Marcela. “I ensure that we’re answering cases from merchants in the time that we commit to and that we understand everything that is happening with our merchants.”
Our support team’s mission is to help you get the most out of Buy with Prime and empower you to use it to build relationships with your customers that can help drive sales. With team members available 24/7, you can expect high-quality support whenever you need it.
Some specifics about what makes Buy with Prime merchant support unique include: