• Customer service solutions

  • What customer service solutions can I provide my customers through Buy with Prime?

    Buy with Prime allows you to access default solutions that let you provide customer service to customers using Buy with Prime on your site.

    • 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

    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.

    From Amazon.com

    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.

  • 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:

    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.  

  • Customer service FAQ

    Get answers to common questions about customer service solutions.

    Buy with Prime Assist FAQ

    • 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. 

    • 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.

    • 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.

  • Guided workflow FAQ

    • When a customer chooses Get support on a Buy with Prime post order detail and tracking pages, the guided workflow appears. Based on the status of their respective order, the guided workflow displays a relevant list of issues the customer can select from. Then, customers are presented suggested resolution content for the selected issue which guides the customer to use self-service tools, such as order tracking, to resolve their question. If the customer needs more assistance, the guided workflow allows them to choose Send message to send an email to you.

    • A customer can access the guided workflow when they choose Get support on Buy with Prime post order detail and tracking pages.

    • The guided workflow isn't customizable.

    • The guided workflow should be available for all Buy with Prime customers. To access the guided workflow, the customer should navigate to a Buy with Prime post order detail or tracking page, and then choose Get support. If your customer still can’t see the guided workflow, contact merchant support.

    • If your customers are seeing errors when navigating through the guided workflow, contact merchant support.

    • If your customers are having trouble with the guided workflow, contact merchant support.

    • If you have any feedback related to guided workflow, contact merchant support.

  • Contact us form FAQ

    • Messages sent by customers using the contact us form are sent to the email address you provided as your customer service email address. You view and respond to customer service emails directly from your email.

    • Setting an alternate customer service email address applies only to messages sent by your customers using the contact us form and emails sent to you directly from customers. All other notifications from Buy with Prime are sent to the email address for the Owner role of the business. Note: When the customer submits a customer service inquiry using 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.

    • The contact us form isn't customizable.

    • The contact us form uses a default email template that you can’t change. 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 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 site so that you receive all email messages from customers in the same inbox.

    • You can add the email address associated with your Customer Relationship Management (CRM) in the customer service settings page in your Buy with Prime merchant console. This routes all customer service emails to your CRM.

       To add or change the email address associated with your CRM:

      1. Open the merchant console.
      2. Choose Settings, and then Customer service.
      3. On the Customer service page, choose Edit email.
      4. Enter the new email address associated with your CRM, and then choose Save. An email is sent to your email address confirming this change.
      5. Confirm that the changes are correct in your email. 

       

  • Customer Service General FAQ

    • 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. When the 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 reply to field in the reply email.

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

    • 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 or by email for any customer service follow up.

    • 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 or by email for any customer service follow up. 

    • The get support button is only visible to customers on certain pages after they've placed an order. If customers can’t see the get support button after they’ve placed an order, contact merchant support.

    • 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 are responsible for managing any customer service inquiries that are sent to you through the contact us form.

    For more information, go to FAQ library.

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