1. Buy with Prime
  2. Customer service

24/7 customer service from Buy with Prime Assist

24/7 customer service from Buy with Prime Assist

Free up time, save on costs, and offer 24/7 live chat support to your customers who purchase through Buy with Prime.

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We’re always on so you don’t have to be

Save time, effort, and money

Free up time and resources that you can dedicate to growing your business, while saving on customer service costs.

Offer 24/7 support

Get your customers the help they need, when they need it. Provide real-time  support for customers in their local time zone—even on weekends and holidays.

Retain your connection with customers

Tap customer service data and insights that can help you nurture relationships and build brand loyalty.

To get help, your customers can...

Chat with a live representative

Customers can request real-time support about their Buy with Prime orders from the order details page or their Amazon account.

Share details to get the right support

Guided prompts collect more details about the customer's question and then connect them to a live customer service representative.

Get real-time, order-related help

The representative can provide real-time support for most questions that your customers have after placing an order using Buy with Prime.

 

 

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vector-info For more information, go to the Customer service solutions help article.

Frequently asked questions

  • Your customers can connect with a live customer service representative through Buy with Prime Assist by choosing Start chat on their Buy with Prime order detail page or Contact us on the order confirmation email. They can also connect with customer service on individual order detail pages found on the Buy with Prime Orders tab of the Your Orders page in their Amazon account.

     

  • Buy with Prime Assist provides high-quality, real-time support through a chat feature that connects to a live customer service representative. The customer service representative can provide support for most questions that your customers have after they place an order using Buy with Prime. The customer service representative directs any questions about your brand to your customer service email.

  • Buy with Prime Assist provides customer service for all post-order inquiries for your Buy with Prime orders. It doesn’t provide customer service for pre-order customer inquiries; those questions are directed to your customer service email.

  • There’s no additional cost to use this service. It’s already included in the existing Buy with Prime pricing structure.

  • You don’t need to install anything to start using Buy with Prime Assist for your customers who check out using Buy with Prime. It’s the default customer service for Buy with Prime merchants and it’s automatically activated.

  • Yes, you can opt out of Buy with Prime Assist at any time by contacting merchant support. To opt out, go to Contact us, select Buy with Prime Assist/Customer Service, and then submit your case.

     

  • Buy with Prime Assist offers reports related to chat interactions with your customers, including the reason for contact, chat transcripts, and the resolution provided by a customer service representative. To request these reports, contact merchant support.

  • Customer service representatives are available 24/7 to answer questions about your order.

  • Buy with Prime Assist is the live chat support feature for your site customers who check out using Buy with Prime. Merchant support live chat is the live chat support feature for you to get help on anything related to Buy with Prime.