Top 17 FAQs about Buy with Prime

Ecommerce brands across industries are using Buy with Prime and experiencing the rewards, such as increased shopper conversion, an influx of new customers, and streamlined operations. Depending on your ecommerce provider and whether you’re an Amazon seller, you can add Buy with Prime in as fast as four steps. But with any new ecommerce solution, questions are inevitable.

Our dedicated Merchant Support team is on the front line with merchants every day as they set up Buy with Prime and start seeing orders come through. The following are 17 questions that they often get asked in the early months of a merchant’s journey with Buy with Prime. So whether you just signed up or you’re weeks in, the experts on Merchant Support recommend that you bookmark this handy list of answers to help you on your way.

Read on for answers to all 17 questions or skip to the stage of the journey that’s applicable to you.

Part 1: First month

In the first month after signing up, merchants commonly have questions related to set up, installation, connecting Amazon Pay, and account linking. When you first sign up, you need to confirm that you meet the basic requirements for offering Buy with Prime and complete the starter steps. Depending on which ecommerce provider that you use, setup might look a little different. For specific steps, go to the setup guide.

The following are common questions that the support team receives in the first month of a merchant’s journey with Buy with Prime.

Why isn’t the Buy with Prime button showing up on my product pages after I installed the code?

QUICKLINK: Troubleshoot display issues with your Buy with Prime button

If you’re using the Buy with Prime buy-now widget or cart widget and the Buy with Prime button isn’t displaying properly on your product detail page, confirm that:

The Offer Prime switch in merchant console is turned on for each of the SKUs that you want to offer Buy with Prime.
You entered the correct top-level domain for your site when creating the Buy with Prime widget code and added the code to the product page template of your site.
The domain name that you used with your widget code matches the approved domain name for your site. Try copying the exact domain name that appears after “https://" in your site URL, and then pasting that name into your button code information.
The product SKU in the merchant console correctly reflects your site catalog’s SKU for the product.
You have inventory for the product in Amazon’s fulfillment network. To validate your levels of inventory, go to Check product inventory in Seller Central.

Before creating the code, ensure that you’ve completed Buy with Prime setup and selected which products offer Buy with Prime. Confirm that your Buy with Prime account is linked to your Amazon Pay account and Seller Central or Multi-Channel Fulfillment account.

Keep in mind that the process for adding the Buy with Prime widget code depends on how your site is built and the theme that you use.

When you install the Buy with Prime widget code, you need to edit the theme of your ecommerce site, regardless of whether it uses a standard theme or a custom theme. If you later change or update the theme, you may inadvertently change or erase certain features of your ecommerce site theme, including the Buy with Prime widget code. If this is the case, the Buy with Prime button disappears from your site. If you’re planning to change or update your theme after you’ve added the Buy with Prime widget code, make sure to copy the code and note its location within the theme so that you can add it back in again.

How do I customize the Buy with Prime button to match my site?

QUICKLINKS: Customize the button if you’re using the widget | Customize the button if you’re using the app for Shopify

You can customize the Buy with Prime button at any time without affecting your code. You can select different aspects of the button to match the look of your brand and design of your product pages. Follow these steps:

Open the merchant console.
From the side menu, choose Settings, and then Button & cart.
On the Customize your button & cart section, choose Customize to be directed to a new page where you can customize the button.
You can customize the following elements:
Options: Select the button only or the full component.
Style: Select your button color scheme and shape.
Choose Save.

How do I set up Buy with Prime cart?

QUICKLINK: Buy with Prime cart

Once you’ve set up and installed Buy with Prime, you can activate Buy with Prime cart so your shoppers can add multiple Buy with Prime products to a cart and check out in one transaction.

To set up Buy with Prime cart on your site, perform the following steps:

Sign in to the merchant console.
On the side menu choose Settings, and then Button & cart.
On the Install cart section, turn on cart.
In the pop-up window, choose See instructions. Or, select I’ll do it later if you want to customize the placement of the cart before installing it on your site.
On the Install Buy with Prime cart code page, choose Copy, and then follow the specific installation steps for your ecommerce provider listed in Install Buy with Prime cart.

How do I connect my Seller Central account to Buy with Prime?

QUICKLINK: Account linking

Linking a Seller Central account or Amazon Multi-Channel Fulfillment is necessary to use Buy with Prime. Specifically, you need a Professional Seller Central account. If you have an Individual Seller Central account, you need to upgrade to a Professional Seller Central account.

Buy with Prime uses the information in your account to help you:

Identify inventory in Amazon fulfillment centers
Import your Amazon product listings into your Buy with Prime catalog
Register for or connect to Amazon Pay
Activate Prime shipping for eligible products

To link your Seller Central account to Buy with Prime, use one of the following options depending on where you are in the onboarding process:

If you’re still setting up Buy with Prime, link your Seller Central account as part of Buy with Prime setup.
If you’re on the step of linking your Amazon Pag account, Go to Payments.
If you’re on the step of choosing which products offer Buy with Prime, go to Import from Amazon.

If you get a connection error message with your Seller Central account:

Go to Seller Central to ensure that your Seller Central account is active. Make sure that your account is still enrolled in a Professional selling plan. If you’ve confirmed that your Seller Central account is active and in good standing and is still enrolled in a Professional selling plan, relink your account.

If you have multiple Seller Central stores and linked the wrong account:

Unlink your account, and then before you relink, go to the Seller Central home page and choose the correct store on the Seller Central navigation bar at the top of the page. Then link your Seller Central account again.

How do I connect my account to Amazon Pay?

QUICKLINKS: Payments | Activate Amazon Pay in your Shopify Wallet

After you’ve entered your business details and linked Amazon fulfillment services to Buy with Prime, you need to link an existing Amazon Pay account or register for Amazon Pay. Even if you’re using the Buy with Prime app for Shopify, which processes payments using Shopify Payments, you still have to activate Amazon Pay in your wallet.

To link an existing Amazon Pay account

To link an existing Amazon Pay account to Buy with Prime, enter your store name, store URL, and privacy policy URL. Your store name appears when your shoppers sign in to Amazon Pay and check out using Buy with Prime. Once you’ve entered your information, choose Link Amazon Pay.

To register for and link a new Amazon Pay account

Step 1: Register for Amazon Pay

Enter your business details, such as business name, business type, business legal name, annual sales volume, and business category. Note: Don’t use special characters in your legal name.
Enter your registered business address.
Enter your tax address.
Enter your business phone number.
Enter your tax ID information and review and e-sign all tax documents.
Select Register for Amazon Pay.

Step 2: Activate Amazon Pay for Buy with Prime

Open the merchant console.
Choose Settings, and then Payments.
Under Amazon Pay, choose Activate.
Follow the prompts to connect to Seller Central.
After you’ve linked to Seller Central, complete the remaining registration steps.

Your Amazon Pay account activates within a few minutes. If it doesn’t activate within a business day, contact merchant support. Once active, you can access your Amazon Pay account on Seller Central to view and pay your balance, link your bank account and credit card, manage disputes, and download reports.

Why does my Amazon Pay account show as inactive?

Your Amazon Pay account can be inactive for various reasons. If your Amazon Pay account status changed to inactive, you might have received additional emails with further details and instructions. You can find a copy of these emails in your performance notifications in your Amazon Pay account.

To find a copy of these emails:

Sign in to Seller Central with your Amazon Pay merchant account.
From the drop-down menu, choose your Amazon Pay portal.
Choose Performance, and then Performance Notifications.
Provide all the required information and complete the steps in the notification.

Still have questions?

Check out the FAQs in the knowledge center

FAQ library

Part 2: Second month

After ironing out any initial onboarding and installation issues in the first month, merchants generally start seeing Buy with Prime orders come through. So naturally, their questions to the Merchant Support team are largely centered around order management.

For quick reference:

The following are common questions during this stage of the journey with Buy with Prime.

What information does Amazon collect when I use Buy with Prime?

QUICKLINK: Information handling FAQ

When using Buy with Prime, Amazon stores account information that you provide when setting up your account for Buy with Prime, such as contact details for your account users, product descriptions and content, and inventory and pricing information. We collect and store Buy with Prime order information, including product name, quantity ordered, and returns information. We also collect and store information about how shoppers engage with Buy with Prime on your site, such as how often shoppers view products offering Buy with Prime and how often they initiate and complete or abandon a purchase through the Buy with Prime checkout. We do not collect information unrelated to Buy with Prime, such as information for orders on your site made through your native checkout.

Why hasn’t my customer received their order yet?

QUICKLINK: Common shipment tracking questions

The shipping label and tracking ID aren’t created until an order has shipped. If your order has shipped, the tracking information appears on the order detail page. If the package information isn’t updated after three days, contact the carrier to ensure your package is on the way.

The shipment time can vary based on carrier, and sometimes packages can be delayed during transit due to unforeseen circumstances. Reasons for delayed delivery include the following, among others:

Incorrect address
Missing apartment, building, floor, or unit number
Severe weather conditions
International customs procedures

Most packages arrive on time, but can sometimes show up after the estimated delivery date. If your customer hasn’t received their order yet:

It may have missed the set cutoff time at the Sort Center or Delivery Station. In those cases, the package is replanned to determine the new estimated delivery date. After the package is replanned, the new date is communicated to the customer through an email notification and displayed on the Buy with Prime Progress Tracker page.
Advise your customer to check their order confirmation email or the order detail page to track the package and see the new estimated delivery date. You can verify the shipment’s status from the Orders page in merchant console.
Confirm that the customer provided a valid shipping address for the order by checking the Orders page in merchant console.
The delivery representative might have scanned the package as delivered while it’s still in transit or delivered it to the wrong address. Wait 48 hours from the time the tracking status changed to “delivered” to see if the package arrives. If 48 hours have passed and the customer has not received the package, contact merchant support.
If the delivery date for the package hasn’t been updated and the package still hasn’t been delivered within seven days after the estimated delivery date, the package might be lost. Your customer can contact Buy with Prime customer service using the link in their confirmation email or on the order detail page. Or, you can go ahead and refund your customer and contact merchant support for a reimbursement.

How do I process returns and refunds for Buy with Prime orders?

QUICKLINKS: Returns for Buy with Prime orders | Refunds for Buy with Prime orders

Amazon handles returns and refunds for Buy with Prime orders that are returned within the return window. Customers can initiate a return through the online returns center using the link on the order details page. Depending on your customer’s location and the item that they want to return, they can complete the return using the label-free, box-free returns method or the printed-label return through UPS or USPS.

If the return is eligible for instant refund, the refund is processed as soon as the customer drops off the item with the carrier. Otherwise, the customer receives the refund after the item is received and the return is processed at the fulfillment center.

To manage and issue a refund manually, see the steps in the knowledge center.

The 30-day return window has passed; can my customer still return an item?

If the return window has passed, the customer can’t start a new return for that item using the online returns center. Even if they already started a return online, if the customer didn’t generate a return label within the return window, the customer can’t use the online returns center. Customers can reach out to you directly, however, and you can choose to accept the return. You can issue a refund manually from the merchant console, but you need to process the return outside of the merchant console.

How do I export order information?

QUICKLINK: Manage and export orders

You can export order and return data for Buy with Prime orders on the respective dashboards in the merchant console.

Open the merchant console.
Choose Orders, then the download icon.
Select the date range for the export, then choose Request file.

After the order information is ready, you receive an email with a link for the download. The CSV file is automatically downloaded to your web browser’s default download location, if no other location is chosen. Depending on the file size, it can take between a few seconds and as long as four hours to create the orders CSV file, and send the email notification. Note: The CSV file is only accessible from the emailed link for five days.

Can my customer cancel their order?

You can decide if you will accept cancellations for orders from your site, and we recommend publishing your cancellation policy on your site. Customers need to contact you directly for any cancellation requests for Buy with Prime orders. You can verify in your Seller Central account if fulfillment of the order can still be canceled. If the order hasn’t shipped, you can request to cancel it through the following steps:

Choose Manage orders in your Seller Central account.
Use the order ID to find the order that you want to cancel, and then open the order detail page.
Request the cancellation. You receive an email notification if the order was canceled successfully or unsuccessfully.

After you’ve successfully canceled the Buy with Prime order, your customer will be eligible for a full refund. A refund and refund notification email is automatically issued to the customer for orders that you cancel through Seller Central.

Still have questions?

Check out the FAQs in the knowledge center

FAQ library

Part 3: Third month and beyond

By the third month, most Buy with Prime merchants have gotten into the groove and are focused on growth. Although order management questions still come in to the Merchant Support team, more questions surface about the product catalog, tools and integrations, and other ways that Buy with Prime can help grow an ecommerce business.

For quick reference:

The following are common questions during this stage of the journey with Buy with Prime.

How can I add Buy with Prime for products with variations?

QUICKLINK: Add products with variations

To add product variations to your Buy with Prime catalog, you can import from Amazon or add them manually using the following steps:

Open the merchant console.
Choose Products, and then Add a product.
Enter the product title.
Select the Variations tab, and then choose Variations and options.
Under the Varies on field enter the name of the dimensions on which the product varies.
In the Options field, enter each option value followed by a comma.
If your variations differ in more than one way, select +Add another variation. Note: You can add up to 100 variations and five variation types per product. Important: Repeat these steps for each variation per product, as needed.
Add the pricing information and verify that the product price matches the price on your site.
To add media for your product, in the Product images field, choose Upload file. The featured file is the main image that’s displayed to the shopper on the Buy with Prime checkout page. You can select the featured image by dragging a media file to the first slot, or by checking the box on the image, and then choosing Set featured.
Enter the Amazon SKU for the product, which should match your Amazon SKU on Seller Central, in order to ship the product as a Buy with Prime order.
Enter the SKU for the product, which should match the product SKU on your site. Note: In most cases, your Amazon SKU and SKU are the same.
Toggle the Offer Prime switch when all conditions are met. Note: Only products that are fulfilled by Amazon are eligible for Buy with Prime. Tip: If you’ve completed the steps to set up Buy with Prime and updated the code for products with variations, go to your site’s detail page for this product to confirm that the Buy with Prime button is rendering correctly.
Choose Save.

How do I add the Alloy order connector and catalog updates apps?

QUICKLINKS: Order connector app | Catalog updates app

The Order connector app by Alloy syncs Buy with Prime order and customer data with your ecommerce site, allowing you to see and manage all of your order and customer information in one place. The Catalog updates app by Alloy updates product variations and pricing from your ecommerce site catalog to your Buy with Prime catalog.

To add an Alloy app, follow these steps:

Open the merchant console.
On the side menu, choose Marketplace.
Choose the app that you need. Note: For either app, you need to grant Alloy permission to access your Buy with Prime order and customer information or catalog information when prompted.
Review the information on the app detail page, then choose Add app.
Review the information on the app authorization page, then choose Authorize. Note: The authorization and connection process to Alloy can take 1-3 minutes. Keep the authorization window open to proceed to the next step.
If you already have an Alloy account, then skip to the next step. Otherwise, follow the prompts to create an account, enter your email, and then choose Proceed.
Enter a password and choose Create account to create an account with Alloy. Notice that Buy with Prime has been authenticated with your Alloy account.
Select your preferred ecommerce provider account to authenticate and connect your ecommerce provider account to Alloy.
Complete any steps required by your ecommerce provider to authenticate, configure, and connect your Alloy account. Then return to the Alloy window to choose Proceed.
Select the attributes that you want to sync.
After you’ve successfully activated Alloy, choose Finish to return to the marketplace.

How can I track conversions from Meta or Google Ads?

QUICKLINK: Setting up conversion tracking

You can use conversion tracking to track when your shoppers place a Buy with Prime order. With conversion tracking, you can share data about interactions on a website (such as orders placed) with ad channels to activate the ad channel to attribute that interaction to an ad campaign and get reporting on your performance. By using the Meta Conversion API, Meta Pixel, Google Ads pixel, and Google Analytics for Buy with Prime, you can choose to send your Buy with Prime order information to Meta and Google. Reporting on your ad performance can be found directly in your Google or Meta accounts.

Where can I find my customer information, and can I use it to contact them?

QUICKLINKS: Customers dashboard | Information handling

Customer information for Buy with Prime orders is found on the customers dashboard, or customer list page, in the merchant console. The customer list page organizes a complete list of your Buy with Prime customers and summarizes their order activity. This helps you streamline customer management and leverage valuable data to build and nurture customer relationships. You can also export the data easily.

To export your customer list, choose the download icon on the top right of the page. A CSV file containing all of your customers automatically downloads onto your device. Depending on the size of the file, the export can take several minutes to download. Note: There is a 10,000 customer record limit when exporting data.

You can use your customer information in any manner, such as for customer service or marketing campaigns, as long as it complies with your privacy policy and applicable laws. However, you may not share information with any third party that identifies customers as Prime members unless it is solely for the purpose of providing a service to you.

How do I connect Buy with Prime to my email marketing provider

The following email marketing apps are available for Buy with Prime in the marketplace in the merchant console:

To add an Alloy email connector app, the steps are the same for the order connector and catalog update apps.

Open the merchant console.
On the side menu, choose Marketplace.
Choose the app that you need.
Review the information on the app detail page, then choose Add app.
Review the information on the app authorization page, then choose Authorize. Note: The authorization and connection process to Alloy can take 1-3 minutes. Keep the authorization window open to proceed to the next step.
If you already have an Alloy account, then skip to the next step. Otherwise, follow the prompts to create an account, enter your email, and then choose Proceed.
Enter a password and choose Create account to create an account with Alloy. Notice that Buy with Prime has been authenticated with your Alloy account.
Select your preferred email marketing provider account to authenticate and connect your provider account to Alloy.
Complete any steps required by your email marketing provider to authenticate, configure, and connect your Alloy account. Then return to the Alloy window to choose Proceed.
After you’ve successfully activated Alloy, choose Finish to return to the marketplace.

Why won’t Reviews from Amazon show up on my product detail page?

Before you set up Reviews from Amazon, ensure you complete the Buy with Prime prerequisites and setup steps. Reviews from Amazon is only displayed on your product pages when the Buy with Prime button is active. To ensure that Reviews from Amazon is displayed properly, confirm that:

Your Buy with Prime button is displaying properly on your product page (For how to do this, see Part 1 of this article or Set up Buy with Prime).
Show reviews is turned on for the product. To ensure that Show reviews is active, follow the instructions in Pick which products to display Reviews from Amazon.
The Reviews from Amazon code is correctly copied into your ecommerce site builder. To ensure that you copied the code correctly, follow the instructions specific to your ecommerce provider in Add Reviews from Amazon code to your site.

For more questions that pop during your journey with Buy with Prime, check out the comprehensive knowledge center and FAQ library.

Still have questions? Contact merchant support

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Lindsay Holloway