Customer service FAQ
Get answers to common questions about customer service solutions.
Now Available: Buy with Prime app for Shopify
Buy with Prime allows you to access default solutions that let you provide customer service to customers using Buy with Prime on your site.
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.
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.
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:
Step1Open your Buy with Prime order confirmation email.
Step2Choose View order or Contact us.
Step3Select your support topic, and then choose Start chat.
Step4When the chat starts, share details about what you need help with.
Step5If you’re satisfied with the resolution, you can close the window or choose End chat to end the chat session.
Step1Sign in to your Amazon.com account, and go to Your Orders page.
Step2Choose Buy with Prime Orders.
Step3Choose Get Help with Order, select your support topic, and then choose Start chat.
Step4When the chat starts, share details about what you need help with.
Step5If you’re satisfied with the resolution, you can close the window or choose End chat to end the chat session.
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.
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 then choose Save. Note: An email is sent to the Owner’s email address confirming this change.
Step 5Confirm the changes.
Get answers to common questions about customer service solutions.
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