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  • Quick start guide: What is the contact us form?

    Customers can contact you using the contact us form if they have any questions or concerns after placing an order. A get support button providing access to the contact us form appears on certain pages by default, including the order details, order tracking, returns, return review, and return confirmation pages. When a customer chooses the get support button and submits the contact us form, an email is sent to the email address for the Owner role of the business account or an alternate email address you can provide on the customer service page of the merchant console. 

  • Getting started: Set up an alternate email for customer service

    Your default customer service email address will be the email address used to set up your business account. To set up an alternate customer service email address, use the following steps.

    Note: Setting an alternate email address applies only to messages sent from the contact us form. All other notifications from Buy with Prime are sent to the email address for the Owner role of the business account. 

    To set up an alternate email address for the contact us form:

    Step 1Open the merchant console.

    Step 2Choose Settings, then Customer service.

    Step 3On the Customer service page, choose Edit email.

    Step 4Enter the new email address and choose Save.

    Step 5Confirm changes in the dialog box.

Contact us form FAQ

Get answers to common questions about the contact us form.
  • A get support button providing access to the contact us form appears on customer-facing web pages after customers place a Buy with Prime order. When a customer submits the contact us form, an email is sent to the email address of the Owner role of the business account or an alternate email address you can provide on the customer service page of the merchant console.

  • When customers place a Buy with Prime order, they can see details about their order, including any tracking and returns information, using a link from the order confirmation email. Customers can ask questions about their order using the get support button that appears on each order details and order tracking page to access the contact us form. 

  • You can view the messages using the email provider of the email address set up for the contact us form. 

  • The get support button provides a way for customers to contact you and is a default feature that can’t be removed. 

  • Customization of the form isn't supported.

  • The contact us form uses a default email template that can’t be changed. When you reply to customers, you can use any template that’s supported by your email provider. 

  • You can’t set up auto responses in the merchant console for the contact us form. Check with your email provider to find out if you can set up auto responses for emails you receive in your customer service inbox.

  • There's no limit to the number of messages sent using the contact us form. The number of messages that you can receive depends on the inbox limit set by your email service provider.

  • No, you can't use your own contact us form on the Buy with Prime pages. You can use the same email address that you use for the contact us form on your DTC site so that you receive all email messages from customers in the same inbox. 

  • No, you can't publish your customer service phone number on Buy with Prime pages. Customers can only reach you through the Buy with Prime pages by using the contact us form.

  • No, you can't publish your live chat solution on Buy with Prime pages. Customers can only reach you from the Buy with Prime pages by using the contact us form. 

  • The get support button is only visible to customers on certain pages after they've placed an order. Contact merchant support if customers have placed an order, but still can't see the button. 

  • Setting an alternate customer service email address applies only to messages sent using the contact us form. All other notifications from Buy with Prime are sent to the email address for the Owner role of the business account. 

  • Only the Owner, Admin, and Staff roles have the permission to change the customer service email address.

  • Amazon doesn’t manage customer service for Buy with Prime orders. You're responsible for managing any customer service inquiries that are sent to you through the contact us form. 


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