For Business

Customer service solutions

Access default solutions to provide customer service to your Buy with Prime customers

  • Buy with Prime Assist: Provides high-quality, real-time support for all post-order inquiries for your Buy with Prime orders through a chat feature that connects to a live customer service representative. Your customers can connect with a live customer service representative through Buy with Prime Assist from the Buy with Prime order confirmation email or from Amazon.com. For more information, go to Buy with Prime Assist.
  • Customers can also contact you using a Get support button that appears by default on all post order Buy with Prime web pages, including the order details, order tracking, returns, return review, and return confirmation pages. Customers can access these pages from order and return email messages sent to them for their Buy with Prime order. When a customer chooses the Get support button, a guided workflow appears that displays relevant content based on their order status. If the customer needs more assistance, they can choose Send message to send you a message using the contact us form. By default, your customer service address is the email address of the Owner role of the business, or you can set up an alternate email address on the customer service page in the merchant console. When a customer submits the contact us form, they receive a confirmation email and can communicate with you directly by replying to that email. Your customer service email address is visible in the “to” field in the reply email. For more information, go to Email for customer service.

Buy with Prime Assist

Free up time and resources to focus on your business by using Buy with Prime Assist. You can offer 24/7 live chat support to your customers who purchase through Buy with Prime.

How does Buy with Prime Assist work?

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.

Using Buy with Prime Assist

You don’t need to install anything to start using Buy with Prime Assist for your Buy with Prime customers. It’s the default customer service for Buy with Prime merchants and it’s automatically activated. Your customers can connect with a live customer service representative through Buy with Prime Assist using one of the following options:

From the Buy with Prime order confirmation email

  1. Open your Buy with Prime order confirmation email.
  2. Choose View order or Contact us.
  3. Select your support topic, and then choose Start chat.
  4. When the chat starts, share details about what you need help with.
  5. If you’re satisfied with the resolution, you can close the window or choose End chat to end the chat session.

From Amazon.com

  1. Sign in to your Amazon.com account, and go to Your Orders page.
  2. Choose Buy with Prime Orders.
  3. Choose Get Help with Order, select your support topic, and then choose Start chat.
  4. When the chat starts, share details about what you need help with.
  5. If you’re satisfied with the resolution, you can close the window or choose End chat to end the chat session.

Email for customer service

Your default customer service email address is the Owner’s email address used to set up your business. When a customer submits the contact us form, they receive a confirmation email and can communicate with you directly by replying to that email. Your customer service email address is visible in the “to” field in the reply email. Note: Setting an alternate email address applies only to messages sent from customers. All other notifications from Buy with Prime are sent to the email address for the Owner role of the business.

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

  1. Open the merchant console.
  2. Choose Settings, then Customer service.
  3. On the Customer service page, choose Edit email.
  4. Enter the new email address, and then choose Save. Note: An email is sent to the Owner’s email address confirming this change.
  5. Confirm the changes.
Looking for something else?

Buy with Prime Assist FAQ

Guided workflow FAQ

Contact us form FAQ

Customer Service FAQ