Get the help you need from Buy with Prime merchant support

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.

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.

“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.”

With Buy with Prime merchant support, you can always expect timely and responsive care to any roadblocks that you encounter. Your success is our success, and the Buy with Prime support team is there to help you grow.

How to get in touch with merchant support

Whether you're hoping to find self-service options through the knowledge center or talk to a human on the phone or chat, 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.

After you’ve clicked “Contact us”, you’ll have the option to select a topic that relates to your issue. Select your topic from the drop-down menu, and you’ll be able to communicate with the merchant support team by direct message or phone.

What can merchant support help you with?

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 virtually 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. 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,” says Cabalceta.

What makes Buy with Prime merchant support unique?

Our support team’s mission is to help you get the most out of Buy with Prime and empower you to use it to drive sales and build relationships with your customers. With team members available 24 hours a day, merchants can expect the highest level of support from the moment they contact the support team. Surfacing issues in the merchant console allows the support team to be proactive in helping resolve problems as they arise.

Some specifics about what makes Buy with Prime merchant support unique include:

• Fast responses when you need them, with 24-hour support. Being an entrepreneur means you're always on the clock. You don't have the luxury of signing out and not thinking about your business once the workday is done. You're sometimes putting out fires at all hours of the day. And that means you need support at all hours of the day. Our merchant support team is always on, responding in about four hours by email and nearly in real time by phone. 
  
  “We have team members working in multiple time zones, so that we’re able to offer 24-7 support,” says Cabalceta. “We always have people on call who are ready to dive into whatever problems merchants might be facing.”
  
  
• Integrated feedback loops between merchant support and product teams. The Buy with Prime merchant support team is on the front lines with merchants and understands the challenges they face. They're witness to the difficulties and setbacks of running a business on a daily basis.
  
  When problems are surfaced to merchant support, they are shared with product managers. This integrated support approach allows us to use the inputs from merchants to fuel new product updates and improvements. Buy with Prime product managers depend on merchant support to provide those on-the-ground insights they might not have visibility into. So, your help tickets are actively making Buy with Prime even better.
  
  “We’re willing to go the extra mile to find a solution,” says Cunha. “We’ve come up against problems where the product manager had to make a last-minute decision about how the Buy with Prime button should work based on feedback the merchant support team was receiving. Our integration with the product team really makes all the difference.”
  
  
• Providing support across channels. Our integrated approach goes beyond the product team. We realize the importance of sharing what we learn from merchants with a variety of teams, including sales, marketing, and finance. This commitment to sharing allows us to provide support across multiple channels.
  
  “At Buy with Prime, the product isn’t seven layers removed from the frontline, and in the end, that’s valuable because merchant feedback is actually heard and acted on,” says Cabalceta. “Anything that can help resolve a case quicker is part of my responsibility.”
  
  
• Merchant console as a single source of truth. Any open cases you have with merchant support can be found 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. The Buy with Prime merchant support team strives to keep it simple.
  
  “When a merchant triggers a case to us, they can see the status of that case and any follow up directly in the merchant console,” says Cabalceta. “We also send email notifications to the person that contacted us 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.” The merchant console contains all the history of the correspondences with the support team. Whether the inquiry was a phone call or email, it all lives in the merchant console.

The Buy with Prime merchant support team is here to help as you bring Buy with Prime on your ecommerce journey. No matter what roadblock you might face, a member of the support team is a phone call or email away. 

Learn more about what Buy with Prime can do for your ecommerce store. You can also visit our knowledge center to see all the articles to help you be successful using Buy with Prime.