This page is a library of FAQ from all Buy with Prime help articles in the knowledge center. The FAQ sections appear at the bottom of each associated help article, or you can view them all together on this page. You can use the link under each FAQ section to go to the associated article, or use the table of contents on the knowledge center home page.
Press Ctrl+F to search the FAQ library by specific terms.
If you link your account, Buy with Prime uses the information in your Seller Central account to help with the following tasks:
You can unlink your account at any time by contacting merchant support through the Get Support page in the merchant console. For Seller Central: The number of days for your request to unlink your Seller Central account to be completed can vary. Note: If you have any pending Buy with Prime orders, the unlinking process doesn't begin until all Buy with Prime orders are outside of their respective return windows. After the unlinking process begins, you can't offer Buy with Prime on your site unless you link your Seller Central account again.
Go to Seller Central to ensure that your Seller Central account is active. Make sure that your account is still enrolled in a Professional selling plan. If you've confirmed that your Seller Central account is active and in good standing and is still enrolled in a Professional selling plan, relink your account. If you're still seeing this error, contact merchant support.
You need a Professional Seller Central account. If you have an Individual Seller Central account, you need to first upgrade to a Professional Seller Central account. For more information, go to: Upgrade Seller Central account.
Unlink your account, and then before you relink, go to the Seller Central homepage and choose the correct store from the store picker on the Seller Central navigation bar at the top of the page. Then link your Seller Central account again.
For more information, go to Account linking.
Get answers to common questions about the Catalog update app by Alloy.
The Catalog update app for four major ecommerce providers is available through marketplace in the merchant console.
Buy with Prime merchants and their registered business account users can visit the marketplace and install its apps in the merchant console. Note: Use this app only if you want to keep your Buy with Prime price synced with your ecommerce site price. The app uses the main price attribute on your ecommerce site to update the Buy with Prime price. The app can’t use any custom price fields defined on your ecommerce site. For Shopify, BigCommerce and WooCommerce merchants, when installing, you can select additional attributes, such as product title, description, image, and URL. Selecting additional attributes is not available for Magento sites.
The Catalog update app by Alloy is available for merchants with ecommerce sites hosted with Shopify, BigCommerce, WooCommerce, and Magento/Adobe Commerce.
To set up your Catalog update app by Alloy, go to How to add an Alloy app to your ecommerce site.
The Catalog update app by Alloy gains access to product details in your ecommerce catalog.
No, when you use the Catalog updates app by Alloy, the variations and prices for all of your Buy with Prime products are updated from your ecommerce catalog. The Catalog updates app only updates variations and prices based on the standard variation and price fields from your ecommerce catalog and doesn’t use custom defined variation or price attributes.
The app refreshes your Buy with Prime catalog from your ecommerce catalog every hour.
No, the app only updates your Buy with Prime catalog from your ecommerce catalog; it doesn’t update Seller Central.
The Catalog update app by Alloy is free to use for Buy with Prime merchants.
When a product shows a strikethrough price, Buy with Prime doesn’t consider the original (pre-strikethrough) price. Alloy catalog syncs the latest price from your site, and then applies discounts set up through Buy with Prime promotions. For example, if you set a strikethrough price and then set up a 20% discount through Buy with Prime, the 20% won’t apply on the base price before strikethrough. There are two options to avoid double discounts using Alloy:
Option 1: Verify that the configured discount is based on your final price. For example, if your base price is $100 and your strikethrough price is $80, and you want your discounted Buy with Prime price to be $60, set the discount percentage for Buy with Prime to 25%.
Option 2: Update the Buy with Prime catalog price to the base price (pre-strikethrough), and then set the discount percentage. For example, if the item is $100 and you want your discounted Buy with Prime price to be $60, set the discount percentage for Buy with Prime to 40%. Note: Turn off Alloy catalog sync during the sale period to avoid automatic syncing of your final site price.
For more information on Buy with Prime promotions, go to Promotions.
For more information, go to Alloy apps.
Get answers to common questions about the Order connector app by Alloy.
The Order connector app for four major ecommerce providers is available through the Marketplace tab in the merchant console.
Buy with Prime merchants and their registered business account users can see the marketplace and its apps, including the Order connector app, in the merchant console.
The Order connector app by Alloy is available for merchants with ecommerce sites hosted by Shopify, BigCommerce, WooCommerce, and Adobe Commerce/Magento.
To set up the Order connector app by Alloy, follow the steps in How to add the order connector app by Alloy.
You only have to complete this setup one time for order data to start flowing automatically to your site.
The Order connector app syncs data based on your ecommerce site provider (ESP).
The Alloy Order connector app syncs the following order and customer information:
Note: The Alloy app tags Orders with the Buy with Prime order number on the order list and the order detail page.
The Order connector app doesn’t sync the following data with your ESP:
If your ecommerce site provider (ESP) is BigCommerce, WooCommerce, or Adobe Commerce/ Magento, the alloy connector app doesn't sync the following order status with your ESP:
The Alloy app creates new orders in your ecommerce site for Buy with Prime and populates those orders with the following data:
Depending on the settings you choose, orders can be created on your site either when they’re placed or when they’re fulfilled. Synced Buy with Prime orders appear as new orders on your site. If your site uses any 3P apps, ensure that those apps handle synced Buy with Prime orders correctly. For example, if you use a reviews app that sends requests for product reviews following a purchase, or an email app that drops new customers into a welcome campaign, you might need to reconfigure settings in these apps to ensure that Buy with Prime orders are captured.
The Order connector app by Alloy is free to use for Buy with Prime merchants.
We’re curating a robust number of third-party solutions to help you run your Buy with Prime business. To start, we’re launching the Order connector app by Alloy, which integrates your Buy with Prime order and customer data with your ecommerce provider. In addition to the Alloy connector app for five ecommerce providers, marketplace also has a collection of agency partners that offer ecommerce expertise and solutions to support your business.
To avoid double fulfillment, change your order sync preference to When an order is fulfilled by Buy with Prime.
To update your order sync preference, go to Setting or changing your order sync preference.
If you still have issues with order syncing interaction with your third party logistics provider (3PL) contact merchant support.
You can choose to sync Buy with Prime orders to your site at two states:
If you choose to sync orders when they're placed, orders might fulfill twice. One time by Amazon and double fulfillment by your thirdparty logistics provider (3PL).
To avoid this risk, do the following:
Note: If you encounter issues with filtering Buy with Prime orders contact merchant support.
Occasionally, sync errors appear on Buy with Prime orders that go through the Order connector app by Alloy. These orders appear in the merchant console, under Orders. For instructions on how to find and manually export these orders, go to How to Find Orders from Buy with Prime and Manually Input them to DTCs. To resolve these errors, go to Common Errors & Resolutions. To troubleshoot what's causing the errors, go to Troubleshooting Sync Failure for Merchant.
For more information, go to Alloy apps.
Get answers to common questions about advertising with Amazon Display Ads.
Amazon Display Ads is available to merchants that have the Buy with Prime button live on their ecommerce sites. This option is designed for Buy with Prime businesses that want Agency-managed access to Amazon advertising inventory.
Yes, Amazon Display Ads is available to businesses that don’t sell products on Amazon. However, you must have the Buy with Prime button live on your ecommerce site.
Pricing varies by provider and depends on format and placement. There are curated packages available to suit your needs. Talk to your agency partner to learn more.
No, an Amazon Display Ads agency partner works with you to produce creatives, run and manage ad campaigns, and report on the results.
Amazon Display Ads is an agency-managed service. You can work with an agency representative to find a cadence and reporting model that works for your business.
If you need to pause, cancel, or change your campaign, work with your agency representative.
For more information, go to Amazon display ads.
Get answers to general questions about the Alloy apps.
The Alloy apps are available through marketplace in the merchant console.
Alloy is a Buy with Prime technology partner that offers several apps, such as the Catalog updates app and the Order connector app exclusively for Buy with Prime merchants. The Catalog updates app allows you to update product details like URL, title, description, price, and images from your ecommerce catalog to your Buy with Prime catalog. The Order connector app allows you to sync your Buy with Prime order and customer information with your ecommerce site.
No. If you already have an Alloy account, you can use that account for multiple Alloy apps. If you don’t have an Alloy account, you only have to create one account to install your first Alloy app from the marketplace in merchant console.
For more information, go to Alloy apps.
First, you’ll need a professional Seller Central account and you must also set up Fulfillment by Amazon (FBA) on your Seller Central account. Once you've set up FBA on your Seller Central account, you can activate MCF part of the Buy with Prime onboarding process, where you can import your Seller Central inventory and set up Amazon as your fulfillment provider. Once activated, orders placed through Buy with Prime are automatically fulfilled by MCF. Buy with Prime automatically syncs the tracking numbers on your MCF products.
Note: You can't fulfill Buy with Prime orders manually or using another fulfillment provider.
FBA fulfills orders placed on Amazon.com. MCF fulfills orders on any of your sales channels, including your site.
Buy with Prime products offer Prime shipping speeds to your Buy with Prime customers. You don't need to set up the shipping speeds yourself.
To learn more about storage limits, go to: FBA inventory storage limits.
The following fulfillment statuses available for Buy with Prime orders:
First, cancel the order in Seller Central:
After you've successfully canceled the order, your Buy with Prime customer will be eligible for a full refund.
Yes. Seller Central now displays Buy with Prime Order IDs for all Buy with Prime orders on the Manage Order page. So, you can easily assist your customers with their order and fulfillment inquiries, such as requests to check their order status or to cancel an order.
You can import your active and inactive product listings from Seller Central. You can verify if a product
listing is active or inactive by logging into Seller Central and then viewing the status next to each listing.
Suppressed and incomplete product listings aren’t imported. The Import from Amazon feature won’t
import merchant fulfilled products or virtual product bundles on Amazon.
For more information, go to Order fulfillment.
Go to: Amazon Pay merchant help.
When you deactivate Amazon Pay, Buy with Prime won't be available on your site, and customers won't have access to post-order pages such as order details, shipment tracking, and returns. If you still want to deactivate Amazon Pay, contact merchant support.
Buy with Prime doesn't support recurring payments or subscriptions.
No, Amazon gift cards can’t be used to pay for Buy with Prime orders.
Your Amazon Pay account can be Inactive for various reasons. If your Amazon Pay account status changes to Inactive, you may have received additional emails with further instructions. You can find a copy of these emails in your performance notifications in your Amazon Pay account.
To find a copy of these emails:
If you didn’t receive any emails about your account status change, or if you have further questions, contact merchant support.
Amazon Pay prohibits certain items and activities because they may be illegal or inappropriate in connection with the use of Amazon Pay’s services. This applies to any person or entity using the payment service and any transactions that Amazon Pay is asked to process. Please take a moment to familiarize yourself with the Acceptable Use Policy. In limited instances, specific merchants may operate in some of these categories (other than illegal items and activities) after receiving direct prior permission from Amazon Pay. Amazon Pay can modify this policy at any time.
Payment processing fees are transaction based. The transaction fee comprises a domestic processing fee and an authorization fee, plus tax where applicable. These fees are only charged when a purchase is successfully authorized and processed. For more information on fees, go to Pricing.
Your business type must match what is in your Seller Central account. To view your business type:
Your business name appears on Amazon Pay transactional emails that are sent to your customers. Your business name must be unique from other businesses that offer Amazon Pay. Choose a friendly customer-facing name. It doesn’t need to be the same as your registered legal business name.
For more information, go to Payments.
Analytics information updates within six hours of order and return updates. Metrics are calculated using the Pacific Standard Time (PST) time zone.
After the order information is ready, you will receive an email with a link for the download. Note: The CSV file is only accessible from the emailed link for five days.
You can review order information for up to two years back.
The following user roles can access the orders and returns dashboards: Owner, Admin, and Staff.
The following user profile configurations can access the customer list page: store owner, admin, staff, and customer service representative.
A return is only included in analytics reports when it is scanned/received by the return carrier.
Submit your feedback through the Contact us form. We’ll create a support case to manage and track your request.
You can use conversion tracking to track when your shoppers place a Buy with Prime order. Reporting on your ad performance can be found directly in your Google or Meta accounts. For more information, go to Conversion tracking.
Yes. You can manage orders, create a Multi-Channel Fulfillment (MCF) order, view order reports, upload files, and manage returns in your Seller Central account. To view and manage your Buy with Prime orders in Seller Central:
For more information, go to Analytics.
Seller Central is the portal for navigating your Amazon seller account and selling on Amazon.com. It provides helpful tools and resources for managing sales from one convenient dashboard. Your Seller Central account links Buy with Prime to Amazon’s fulfillment network to provide shoppers on your site with the Prime delivery experience. To set up your Seller Central account, go to Professional Seller Central account.
No. Buy with Prime gives you the freedom to choose how and where to sell your products. You don't need to sell your products on Amazon.com to offer Buy with Prime. To prevent your products from being displayed on Amazon.com, you can set the start selling date far into the future when you create the product listing in Seller Central. This avoids showing the product for sale on Amazon.com, but allows you to set up the product with Amazon’s fulfillment services for Buy with Prime orders. To learn more, go to Professional Seller Central or Multi-Channel Fulfillment account.
Amazon's fulfillment services (which includes Multi-Channel Fulfillment) leverages the world’s largest fulfillment network with more than 200 fulfillment centers globally. Amazon's fulfillment services provide a fast, low-cost, and reliable solution for fulfilling orders. You can ship your inventory to Amazon fulfillment centers for storage, and then Amazon handles the picking, packing, and shipping of your products to your customers. For more information, go to Multi-Channel Fulfillment.
Amazon Pay is an online payments service and a checkout experience recognized by hundreds of millions of Amazon shoppers. Amazon Pay provides shoppers a secure and fast way to check out from your site using the shipping and payment information stored in their Amazon account.
The use of Amazon Pay is based on your ecommerce service provider (ESP):
For Shopify stores, go to Activate Amazon Pay.
For other ESPs, go to Amazon Pay.
Customers who purchase a product using Buy with Prime are covered under the Amazon Pay A-to-z Guarantee. To learn more, go to Amazon Pay A-to-z Guarantee.
The Acceptable Use Policy lists items and activities that might be prohibited when you offer Buy with Prime. You must also follow the policies for Amazon Pay and Fulfillment by Amazon (FBA), including Amazon Multi-Channel Fulfillment in order to use those services. To learn more, go to Amazon Pay Acceptable Use Policy and FBA product restrictions.
You can offer Buy with Prime for selected products by selecting each individually.
Buy with Prime is currently only available to merchants with a United States-based entity and for orders with shipping addresses in the contiguous United States, Alaska, Hawaii, and Puerto Rico.
Wallets such as Amazon Pay, store a shopper's shipping address, credit or debit card credentials, and securely passes this information to the payment processor when shoppers check out. This can speed the checkout process because it pre-fills shoppers' information when checking out so that the shopper doesn't need to enter the information manually.
To accept payments you need to activate Amazon Pay, and add Amazon Pay as a wallet in Shopify Payments in the Shopify admin.
Buy with Prime provides fully automated returns and refunds that streamline the customer's return experience from the time they submit a return request, to when they get a refund. To learn more, go to Returns.
Buy with Prime automates your customers’ refund experience when they submit a return within the free return window. To learn more, go to Refunds.
There are no return fees for Buy with Prime orders.
No. You provide customer support for your customers directly, including support related to Buy with Prime orders.
The Prime membership prompt allows shoppers to sign up for or resume their Prime membership directly on your site so that they can use Buy with Prime to check out. The prompt displays when a shopper without an active Prime membership chooses Buy with Prime checkout on your site.
Only shoppers who choose to check out with Buy with Prime and don’t have an active Amazon Prime membership see the Prime membership prompt.
After a shopper is signed in to their Amazon account during checkout, they’re offered the option to sign up for Prime or resume a paused Prime membership. After selecting a membership option and entering the required information, the shopper’s Prime membership is instantly activated, and they're redirected to their Buy with Prime checkout.
If a shopper’s Prime membership was put on hold due to billing issues, they must update their payment method to resume their Prime membership benefits and check out using Buy with Prime. They're prompted to update their payment method to resume a Prime membership after signing in to their Amazon account during Buy with Prime checkout. If a shopper doesn't want to update their payment method, they can choose No thanks and are directed back to the product detail page. They can purchase the product through your site’s checkout instead.
If a shopper chooses not to sign up for or resume a Prime membership, they're directed back to the product detail page and can choose to purchase the product through your site’s checkout.
You can deactivate the feature with the following steps:
1. Sign in to the merchant console, and then go to the Amazon services tab.
2. Locate the Prime membership prompt.
3. Choose Actions, and then choose the Deactivate Prime membership. Its status changes to Inactive.
The Prime membership prompt status appears in the merchant console. If the status shows as Inactive, you can reactivate it by choosing Actions, and then Activate Prime membership. The status changes to Active. If the status shows as Unavailable, you can't activate the Prime membership prompt.
If the status of the Prime membership prompt is Unavailable, contact merchant support.
If your shoppers contact you with questions about Prime membership plans and benefits, or if they have trouble signing up for a Prime membership during checkout using Buy with Prime, have them contact Amazon customer service.
For more information, go to Set up Buy with Prime.
With the Buy with Prime app for BigCommerce, you can grow your ecommerce businesses by attracting shoppers to your site with the trust of Prime, and then converting them with fast, free shipping and a checkout experience millions of shoppers know and trust. You can add Buy with Prime to your BigCommerce site and manage both your ecommerce site and Buy with Prime product catalogs in one place.
Buy with Prime and BigCommerce have the following integration points:
For instructions, go to Buy with Prime app for BigCommerce.
You aren't required to migrate to the Buy with Prime app for Big Commerce, but it's a best practice that you do migrate for the best Buy with Prime experience. The app includes integrated catalog management and the ability to see order and return data from the BigCommerce control panel. For instructions on how to migrate to the Buy with Prime app for Big Commerce after manual Buy with Prime button install on your site, go to Migrate to the Buy with Prime app for BigCommerce.
You can add the Buy with Prime app for BigCommerce from the BigCommerce control panel app store, with no coding required, by dragging and dropping the Buy with Prime button onto eligible product detail pages.
You need to manually match the SKUs for products that don't have a matching SKU or title between your Buy with Prime and BigCommerce catalogs. To map your Buy with Prime and BigCommerce SKUs, go to Link products in Starting from Buy with Prime or Starting from BigCommerce.
To disconnect the Buy with Prime app from your BigCommerce storefront, follow these steps:
1. On the BigCommerce control panel side menu, choose Select channel, and then select Buy with Prime app.
2. Choose Settings, and then Disconnect to deactivate the Buy with Prime app from your BigCommerce site.
For more information about disconnecting the Buy with Prime app from your BigCommerce storefront, go to Starting from Buy with Prime and follow the instructions to Disconnect Buy with Prime from your BigCommerce site.
Your orders are synced automatically when you install the Buy with Prime app for BigCommerce. Buy with Prime order updates automatically sync back to BigCommerce.
If you’re migrating to the Buy with Prime app for BigCommerce, it's important to delete the previous syncing between your BigCommerce and Buy with Prime SKU catalog. Cleaning up your catalog allows the Buy with Prime app for BigCommerce to eliminate previous SKU syncing and initiate a new SKU linking. Cleaning up your catalog can take some time to eliminate previous syncing data.
It's a best practice to make changes to your catalog after you install the Buy with Prime app for BigCommerce. This allows the Buy with Prime app for BigCommerce to perform SKU syncing based on your most updated catalog.
For more information, go to Buy with Prime app for BigCommerce.
The Buy with Prime marketing toolkit offers merchants a way to drive shopper interest in their products with the trust of Prime, using the Buy with Prime badge and the promise of fast, free delivery in their marketing. Merchants get access to Buy with Prime assets and guidance to start creating their own branded materials that they can use to promote across their site, social, search, and email channels.
To access the Buy with Prime toolkit, sign in to the merchant console, go to Marketing, and then choose Buy with Prime marketing toolkit.
The toolkit includes general copy and imagery guidance for marketing assets, with specific guidance and sample messaging for your site, social, email, and search marketing initiatives.
The brand guidelines in the Buy with Prime marketing toolkit include comprehensive guidance, best practices, sample messaging, and example marketing materials.
The Buy with Prime marketing toolkit is available in the merchant console for merchants who are signed up for Buy with Prime and have active Buy with Prime product listings. Partner agencies that support Buy with Prime merchants also use the marketing toolkit.
The Buy with Prime marketing toolkit is a self-service marketing solution that lets you own your marketing. The toolkit helps you create custom marketing materials for all your channels, maintaining your brand's look and feel while highlighting the same delivery and returns benefits Prime members expect from Amazon.com. If you use an agency for your marketing efforts, they can use the toolkit to create your custom Buy with Prime marketing materials. If you’re interested in finding an agency to handle your marketing, contact your sales support representative.
The Buy with Prime marketing toolkit is free for merchants who are signed up for Buy with Prime and have active Buy with Prime listings.
After your Buy with Prime button and product selection is live and available, you can start advertising.
Yes, you are required to comply with the Buy with Prime brand guidelines when using the Buy with Prime badge and messaging in your marketing materials. We reserve the right to revoke your permission to use the badge and to participate in the Buy with Prime program if you don’t comply with the guidelines.
Once your Buy with Prime product selection is complete and the button is live on your product pages, you can start advertising your Buy with Prime products.
You can access the toolkit’s Buy with Prime badge assets and brand guidelines in the Marketing section of your merchant console.
For more information, go to Buy with Prime marketing toolkit.
You can go to Seller Central to see inventory levels for your products offering Buy with Prime. Go to Check product inventory in Seller Central.
Buy with Prime doesn't support digital products or services.
Variations are subsets of a "parent" product based on size, color, flavor, style, and other attributes. Shoppers are able to compare and choose products with different attributes on a single product detail page before purchasing.
You can’t prevent the importing of product variations from Seller Central into your Buy with Prime catalog. Products stored as variations in Seller Central might be stored as standalone products or variations on your site. If you don’t want to activate Buy with Prime for product variations imported from Seller Central, you can leave the Offer Prime button for them toggled off in the merchant console.
To add product variations to your Buy with Prime catalog, you can import from Amazon or add them manually using the following steps:
You can import your active and inactive product listings from Seller Central. You can verify if a product listing is active or inactive by logging into Seller Central and then viewing the status next to each listing. Suppressed and incomplete product listings aren’t imported. The Import from Amazon feature won’t import merchant fulfilled products or virtual product bundles on Amazon.
Yes. Seller Central now displays Buy with Prime Order IDs for all Buy with Prime orders on the Manage Order page. So, you can easily assist your customers with their order and fulfillment inquiries, such as requests to check their order status or to cancel an order.
For more information, go to Catalog.
Shoppers will use Amazon Pay for Buy with Prime, which will verify their Prime status and use their stored payment method and shipping address from their Amazon account.
To learn more, go to Set up Buy with Prime, and then the FAQ section.
Yes. A shopper can select or enter a different shipping address than the pre-populated address by clicking on the address section on the checkout page, where they’ll be routed to the address page of their Amazon account to select or enter a different address. Amazon Pay will validate a new shopper-entered address to verify that it follows the proper format. Note: The newly added shipping address will be stored in the customer’s Amazon account address book.
If you provide a logo in merchant console, it’ll be displayed on the checkout and thank you pages and order confirmation email. You can't further customize these pages or order confirmation email.
Abandoned orders happen when shoppers initiate the checkout process but then abandon it without completing the order. Data about abandoned Buy with Prime orders isn’t provided.
Yes, you can remove the customer survey feature by opting out on the Amazon Services page within the Settings tab in merchant console. If you opt out of the customer survey, your customers will no longer see the survey at the bottom of the order confirmation page.
No, customers can’t change their responses after submitting the survey.
Yes, customers can close the survey by choosing the x button in the top right corner of the survey or close the order confirmation page.
Yes. To request the survey results:
For more information, go to Checkout.
To close your business account, contact merchant support. You must be the Owner to close a business account.
To close your user account, contact merchant support and ask them to delete your personal data. After your personal data is deleted, your user account will be closed.
No. If you close your business account, you can't reopen it. If you're considering closing your account, save your account information and download all associated data because you lose access to that information after you close your account.
After you close your business account, you and all other users associated with your account lose access to the business account in merchant console.
For more information, go to Accounts.
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:
For more information, go to Customer service solutions.
Get answers to common questions about importing products with a CSV file.
To transfer data from your ecommerce site catalog to your Buy with Prime catalog, you can export that data from your ecommerce site catalog to a CSV file. After editing the file to match the Buy with Prime CSV import template, you can follow the steps to import it into your Buy with Prime catalog.
The import file must be in .CSV (comma separate value) format and contain the required column headers. A downloadable template is available on the Products page of the merchant console under the Import products dropdown menu when you select from CSV file. You can import a CSV file with up to 15,000 products or 50MB of data at a time, whichever is less.
The CSV import feature supports editing existing products in your Buy with Prime catalog. You can override details for existing products with edits in the CSV file. Make sure to check the Overwrite existing products option during import.
Depending on the number of products you’re importing, CSV import can take up to a few hours to complete importing all data into your Buy with Prime catalog. After the import is done, you’ll see a banner message in the merchant console. You’ll also receive an email that confirms the status of the import. For any errors, the email includes a link to view your CSV import history in the merchant console with line-by-line guidance for the errors.
Only one CSV import file can be uploaded at a time.
To download the template:
After the Import from CSV window opens, follow the prompts to download the CSV import template.
The CSV import feature supports adding new variations (e.g. new color) to an existing product with variations. To add new Variation Option Values through the CSV import feature, the file must contain the following rows:
The rows for (1) and (2) above are required to look up and match with the existing product with variations in your Buy with Prime catalog. If these rows are not included, a new product with variations will be created.
The CSV import feature supports updating the SKU, Price, and Offer Prime fields for existing products in your Buy with Prime catalog. To update the SKU, include a row with the existing SKU value in the SKU column and the updated SKU value in the Updated SKU column. Similarly, to update Price or Offer Prime, include a row with the existing SKU value in the SKU column and an updated value in the Price or Offer Prime columns. Be sure to use the same column headers as in the template and check the Override existing products option during import.
For more information, go to CSV import.
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 Customer service solutions.
This feature isn't supported.
The ability to opt out of the default emails isn't supported.
For more information, go to Email notifications.
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.
For more information, go to Customer service solutions.
Get answers to common questions about team management.
The team page lets you quickly add and remove users within your business account and assign them roles, such as customer service representative, without the need to contact merchant support.
Users with an Owner or Admin role have access to the team page in the merchant console and can add or remove users.
You’ll receive a message within the merchant console confirming that the selected user has been added or removed.
To change a team member’s assigned role, remove the user and then add them again to the business.
No. If you already added users to your business with the help of merchant support, you don’t need to add them again because they’re on the existing user list on the team page. If you want to add additional users in the future, you can now quickly add them yourself without contacting merchant support.
As the Owner, you can submit requests to the following roles for users associated with your business:
Permissions are pre-configured and assigned by roles. If you need a user to perform specific actions, you can assign the appropriate role to that user.
There's no limit to the number of users that you can assign to any role, with the exception of Owner.
You can assign only one Owner to a business.
As an Owner, you can add new users to your business, assign them roles, change the role of an existing user, and remove an existing user.
No, you don’t need to take any action for your current team members. They retain their current role(s) and permissions and their team member status displays "Active" in the team management interface on the merchant console.
The status column shows the status of each current and invited team member. If a team member hasn’t accepted the invitation and set up their user account, the status displays “Pending acceptance” and you can send a reminder email directly through the merchant console. If the invitation has expired, the status displays “Invite expired” and you can send another email invitation directly through the merchant console.
For more information, go to Team management.
We’ll import the following data for your products in Amazon:
You can import your active and inactive product listings from Seller Central. You can verify if a product listing is active or inactive by logging into Seller Central and then viewing the status next to each listing. Suppressed and incomplete product listings aren’t imported. The Import from Amazon feature won’t import merchant fulfilled products or virtual product bundles on Amazon.
For information on how to update specific product listings, go to Manage your product catalog information.
Variations are subsets of a "parent" product based on size, color, flavor, style, and other attributes. Shoppers are able to compare and choose products with different attributes on a single product detail page before purchasing.
You can’t prevent the importing of product variations from Seller Central into your Buy with Prime catalog. Products stored as variations in Seller Central might be stored as standalone products or variations on your site. If you don’t want to activate Buy with Prime for product variations imported from Seller Central, you can leave the Offer Prime button for them toggled off in the merchant console.
To add product variations to your Buy with Prime catalog, go to Manage your product catalog information or add them manually using the following steps:
Check your import list for the following:
For more information, go to Import from Amazon.
We share Buy with Prime shopper information with you, including name, email address, shipping address, and phone number. You can use shopper information in any manner as long as it complies with your privacy policy and applicable law. However, you may not share information with any third party that identifies shoppers as Prime members unless it is solely for the purpose of providing a service to you.
We store account information you give us when setting up your Buy with Prime account, such as contact details for your account users, product descriptions and content, and inventory and pricing information. We collect and store Buy with Prime order information, including product name, quantity ordered, and returns information. We also collect and store information about how shoppers engage with Buy with Prime on your site, such as how often shoppers view products offering Buy with Prime and how often they initiate and complete or abandon a purchase through the Buy with Prime checkout. We do not collect information unrelated to Buy with Prime, such as non-Prime order information on your site.
We use information collected to provide and improve Buy with Prime for you and shoppers, including:
Amazon prohibits the use of non-public information received or collected when providing Buy with Prime to make sourcing, inventory level, and pricing decisions for products in our own store, including for offerings of Amazon’s store brand products. Amazon also prohibits the use of non-public information about products Buy with Prime shoppers purchased or viewed on your site for merchandising or personalization in the Amazon store.
For more information, go to Information handling FAQ.
You can stop offering Buy with Prime at any time.
To turn off the Buy with Prime button for a product:
To stop offering Prime for all products on your site:
Warning: If you remove the Buy with Prime button code from your site, without completing these steps, shoppers can still access the URL of the checkout page that includes Buy with Prime, and still place a Buy with Prime order.
1. Open the merchant console.
2. From the side menu, choose Products.
3. Find the product you want to offer Buy with Prime.
4. Confirm that the SKU correctly reflects your site catalog's SKU for the product. If the SKUs don't match, choose the Edit button and enter the correct information.
5. Confirm that the price correctly reflects the price of the product on your site. If the prices don't match, choose the Edit button and enter the correct information.
6. Turn Offer Prime on.
Note: Make sure that the product is both fulfilled by Amazon and has non-zero inventory in Amazon fulfillment centers. Tip: If you've completed the steps to set up Buy with Prime and have pasted the Buy with Prime button code into the product detail page template of your site, go to your site's product detail pages to confirm the Buy with Prime button is rendering correctly.
Open the merchant console. From the side menu, choose Products, and then the Edit button. After you enter the editing view, choose which products you want to edit in bulk.
To update the SKU for your product:
1. Open the merchant console.
2. From the side menu, choose Products, and then the Edit button.
3. Navigate to the Product details section, and then review and edit your site's catalog SKU and the Amazon SKU for your product.
Note: To offer Buy with Prime for a product, the Amazon SKU for the product must match the SKU on Seller Central.
No, changes made in Buy with Prime don't change anything for your Amazon listings.
To send inventory, start by going to Seller Central to create a shipment. Next, prep and pack your products, and then send them into the fulfillment centers that Amazon designates, using the carrier of your choice. To create shipments in Seller Central, start by selecting the SKUs that you want to send from the Manage FBA inventory page, and then choose send/replenish inventory. Alternatively, you can navigate to Send to Amazon to select SKUs and then follow the steps to create your shipment. For more information on the shipment creation process and alternative methods, including integrating with Marketplace Web Service APIs or Selling Partner APIs, go to Ship products to Amazon.
Yes, all of your sales channels using Amazon's fulfillment services share the same pool of inventory. By using MCF to fulfill Buy with Prime orders on your site, your inventory is automatically synced.
No. To see inventory levels for products fulfilled by Amazon, go to Seller Central. After logging in, go to the Manage Inventory section to see all your SKUs and available quantities.
Any time a Buy with Prime item is ordered, a fulfillment request is automatically sent to Amazon's fulfillment services. Amazon will pick, pack, and ship the item to your customer. After the item is shipped, its status is updated to Shipped in the merchant console. Your customer also receives an order confirmation email that includes a link to track the shipment. To learn more, go to Shipment tracking.
Open the merchant console. From the side menu, choose Orders. To find an order, search by Order ID or Tracking Number. To see all shipped orders, filter for Shipped. After an item has shipped, choose the track package link under the Item Status column to see shipment tracking.
For more information, go to Set up Buy with Prime.
When first adding Buy with Prime to your site, it's best practice to prioritize your best-selling products to offer your customers the Prime checkout experience that they know and trust. The steps to choose your Buy with Prime products depends on your ecommerce service provider (ESP).
For ESPs supported by the Buy with Prime app, go to Manage your products.
For ESPs not supported by the Buy with Prime app, follow these steps:
1. Open the merchant console.
2. On the side menu, choose Products.
3. Find the product you want to offer Buy with Prime.
4. Confirm that the SKU correctly reflects your site catalog's SKU for the product. If the SKUs don't match, choose Edit, and then enter the correct information.
5. Confirm that the price correctly reflects the price of the product on your site. If the prices don't match, choose Edit, and then enter the correct information.
6. Turn Offer Prime on.
Note: Make sure that the product is both fulfilled by Amazon and has non-zero inventory in an Amazon fulfillment center.
Tip: If you've completed the steps to set up Buy with Prime and have pasted the Buy with Prime button code into the product detail page template of your site, go to your site's product detail pages to confirm that the Buy with Prime button is displayed correctly.
When first adding Buy with Prime to your site, it's best practice to prioritize your best-selling products to offer your customers the Prime checkout experience that they know and trust. The steps to choose your Buy with Prime products depends on your ecommerce service provider (ESP).
For ESPs supported by the Buy with Prime app, go to Manage your products.
For ESPs not supported by the Buy with Prime app, follow these steps:
1. Open the merchant console.
2. On the side menu, choose Products.
3. Find the product you want to offer Buy with Prime.
4. Confirm that the SKU correctly reflects your site catalog's SKU for the product. If the SKUs don't match, choose Edit, and then enter the correct information.
5. Confirm that the price correctly reflects the price of the product on your site. If the prices don't match, choose Edit, and then enter the correct information.
6. Turn Offer Prime on.
Note: Make sure that the product is both fulfilled by Amazon and has non-zero inventory in an Amazon fulfillment center.
Tip: If you've completed the steps to set up Buy with Prime and have pasted the Buy with Prime button code into the product detail page template of your site, go to your site's product detail pages to confirm that the Buy with Prime button is displayed correctly.
The steps to choose to bulk edit products depends on your ESP.
For ESPs supported by the Buy with Prime app, go to Manage your products in Starting from Buy with Prime or Starting from BigCommerce.
For ESPs not supported by the Buy with Prime app, follow these steps:
1. Open the merchant console.
2. On the side menu, choose Products, and then Edit.
3. Navigate to the Product details section, and then review and edit your site's catalog SKU and the Amazon SKU for your product.
Note: To offer Buy with Prime for a product, the Amazon SKU for the product must match the SKU on Seller Central or Amazon Supply Chain.
For ESPs supported by the Buy with Prime app, importing your catalog happens automatically when you connect your Seller Central or Amazon Supply Chain, Buy with Prime, and your ESP accounts together.
If your ESP is not supported by the Buy with Prime app, you can import your Amazon product catalog information from the Products tab in the merchant console or as part of the Buy with Prime setup process. To learn more, go to Import from Amazon.
For more information, go to Buy with Prime app for BigCommerce.
To track and manage your orders, go to the merchant console orders page. To learn more, go to Shipment tracking.
You can decide if you will accept cancellations for orders from your site, and we recommend publishing your cancellation policy on your site. Customers will need to contact you directly for any cancellation requests for Buy with Prime orders. You can verify in your Seller Central account if fulfillment of the order can still be canceled. A refund and refund notification email will automatically be issued to the customer for orders that you cancel through Seller Central.
You receive an email notification for every new Buy with Prime order received through your ecommerce site.
You can't customize the customer-facing order details page. If you've uploaded a logo to the merchant console, then the logo will appear on all shopper email notifications.
Item status values:
Payment status values:
For Buy with Prime, the order process is mostly managed automatically from the time customers place orders through fulfillment and returns, if requested. However, if an automated refund fails during a return, you’ll need to manually issue a refund for that order. To find if any of these failed refund orders exist, filter your orders on refund failed under the category payment status. You can issue a refund via the Action icon.
If you select two or more values within a filter category, they’re processed as “or” logic in identifying search results. If you select values in multiple filter categories, they’re processed as “and” logic in identifying search results. If no value is selected in a filter category, items with any value in that filter category will appear in the search results.
If fulfillment of the order was canceled by Amazon due to inability to fulfill, you’ll receive an email notification about the status. On the orders page, the status will be ‘Unable to fulfill’ and the payment status will be ‘Refunded.’ If you canceled fulfillment of an order through Seller Central, the item status will be ‘Unfulfilled,’ and the payment status will be ‘Refunded’ on the orders page.
Order archiving isn't supported.
After the order information is ready, you will receive an email with a link for the download. Note: The CSV file is only accessible from the emailed link for five days.
Yes. Seller Central now displays Buy with Prime Order IDs for all Buy with Prime orders on the Manage Order page. So, you can easily assist your customers with their order and fulfillment inquiries, such as requests to check their order status or to cancel an order.
The following customer information is shared with merchants:
The following merchant information is shared with customers:
Yes. They can see a Buy with Prime Orders tab (next to the Your Orders tab) in their Amazon account. In the Buy with Prime order history page, customers can track and cancel orders, initiate returns, and contact customer support.
Customers will see their Buy with Prime order status on the Buy with Prime Orders tab soon after they place the order.
Yes, you can opt out of this feature. If you opt out, your customers will not be able to track or manage their Buy with Prime orders from their Amazon accounts. Instead, they may only see basic details related to those orders such as the order date, order number and your store name in the Buy with Prime Orders tab in their Amazon account. They can still manage their Buy with Prime orders through their order confirmation email. You can always opt back in by contacting Buy with Prime merchant support.
For more information, go to Orders.
Get answers to common questions about Buy with Prime pricing.
Using Buy with Prime, merchants pay for what they use. The cost per unit for Buy with Prime orders depends on multiple factors, including product dimensions and weight, average order value and the number of units per Buy with Prime order. The cost includes fulfillment fee, storage fee, payment processing fee, and service fees. All fees, except for those incurred for storage, are charged only after merchants make a sale.
You can see fulfillment fee, storage fee, payment processing fee, and Prime service fee details in your Seller Central or Amazon Supply Chain account. To see payment processing fees in Seller Central, navigate to the Payments dashboard in your Amazon Pay Seller Central account. If you’re registered for both Amazon Pay and Fulfillment by Amazon with the same username and password, you can toggle between views.
The Prime service fee is 3% of the Buy with Prime order's value (excluding tax) with a $1.50 minimum per order.
Note: Beginning on January 08, 2024, the Prime service fee minimum will be lowered to $1.00 per order.
The fulfillment fee varies depending on product dimensions, weight, and units per Buy with Prime order.
Monthly storage fees are charged for the space your (properly packaged and ready to ship) inventory occupies in Amazon fulfillment centers. Fees vary based on product size and time of year. You're charged storage fees between the 7th and 15th of the month following the month that you incur the fee. For more information, go to Monthly inventory storage fees.
Yes, storage fees increase in the months of October to January, which is the same peak fee time frame that Fulfillment by Amazon uses.
Payment processing fees are transaction based. The transaction fee comprises a domestic processing fee and an authorization fee, plus tax where applicable. These fees are only charged when a purchase is successfully authorized and processed. Note: Amazon Pay’s payment processing fees don’t apply for merchants using the Buy with Prime app for Shopify. Shopify may charge its own applicable payment service fees. Learn more
The Prime service fee allows you to offer program benefits on your ecommerce site and provides you with resources to help your brand stand out. Take advantage of program benefits like Reviews from Amazon, the Buy with Prime badge in your marketing, and the 24/7 customer support of Buy with Prime Assist. The Prime service fee is 3% of each Buy with Prime order value, with a minimum of $1.50 per order. Note: Beginning on January 08, 2024, the Prime service fee minimum will be lowered to $1.00 per order.
Amazon collects and remits sales tax on Prime service fees in states where it's required by law.
No, you must set up Buy with Prime through the merchant console and agree to the associated policies to provide Prime shopping benefits on your site.
No. Amazon.com referral fees are not charged for any products sold through Buy with Prime. The fees charged for Buy with Prime are the Prime service fee, the fulfillment fee, storage fee, and the payment processing fee. The payment processing fee doesn’t apply for merchants using the Buy with Prime app for Shopify. Shopify charges its own applicable payment processing fees. Learn more
An aged inventory surcharge applies to units that have been stored in a fulfillment center for over 180 days. For more information, go to Aged inventory surcharge.
Disposal fees are charged per item when you request Amazon to dispose of any inventory items stored at an Amazon fulfillment center. You can also remove inventory from a fulfillment center by submitting a removal order. Removal fees are charged per item removed. Typically, removal orders are fulfilled in 14 business days; however, removal order processing may take 30 business days or more during the holiday season and peak removal periods.
Shipping weight is used to calculate the fulfillment fees. The shipping weight is calculated based on the item’s unit weight or dimensional weight. For large standard, oversize (excluding special oversize), large bulky, and extra-large (excluding 150+ lbs), Amazon uses dimensional weight when it’s greater than the unit weight to calculate fees. Fees for small standard, special oversize, and extra-large 150+ lbs are calculated using only unit weight. The dimensional weight is equal to the unit volume (length x width x height) divided by 139. The dimensional weight for oversize, large bulky, and extra-large items assumes a minimum width and height of 2 inches. The total shipping weight for each unit if less than 1 pound is rounded up to the nearest whole ounce. If it weighs more than 1 pound, it’s rounded up to the nearest whole pound. Note: Beginning February 05, 2024 product size tiers will update for Buy with Prime orders. See Product size tiers for more information.
To dispute a Buy with Prime fee, you can contact merchant support.
For more information, go to Pricing.
Get answers to common questions about Buy with Prime promotions.
Promotions can help you attract new shoppers to your site, retain your existing customers, incentivize shoppers to complete their purchases, and build and reward customer loyalty. When used as part of a marketing campaign, promotions can also help boost brand awareness.
You can create coupon code and automatic promotions that offer a percentage or dollar amount discount on a select product or on the pretax order total. You must have active Buy with Prime products on your site to use Buy with Prime promotions.
Order discounts can be either a percentage or dollar amount discount. You can tie a dollar amount discount to a minimum purchase amount, such as $10 off any order of $40 or more. A percentage discount takes a given percentage off a shopper’s order, such as 10-50% off the total pretax amount.
No, you can’t duplicate a promotion, but you can run a new coupon code or automatic promotion with the exact same parameters as a previous promotion.
Yes, you can create a coupon code that’s only applicable to a specific product variation.
You’re responsible for the distribution of your coupon codes. Consider running social media, email, or SMS campaigns to drive traffic to your site during promotional periods.
If a shopper enters a coupon code that isn’t valid, they see a “Promo code not valid” error message during the Buy with Prime checkout.
You can view promotion usage data in each respective order on the Orders page, and within the orders CSV file download in the merchant console. The order shows the specific promotion applied.
The Buy with Prime tech team is testing different promo code designs.
Yes, you can see the discounted amount in each respective order on the Orders page in the merchant console.
You’re charged based on the order total after the promotion is applied.
You can't integrate Buy with Prime coupon code promotions with the promotional tools of your ecommerce provider.
No, Buy with Prime promotions involving free samples or product giveaways aren’t supported.
No, Buy with Prime promotions don’t support bundling of products; however, you can set up a separate promotion for each of the products.
No, your Buy with Prime coupon codes are separate from your ecommerce site’s coupon codes.
No, Buy with Prime promotions doesn’t support the ability to download or upload promotion information in bulk in merchant console.
You can create and schedule up to 25 automatic promotions at one time.
If shoppers qualify for multiple automatic promotions, they get the greatest discount for the order.
For more information, go to Promotions.
Your customers' return experience is automated from the time they submit a return request until they get their refund. From the online returns center, customers can request free returns and print out shipping labels for carrier drop off and return merchandise authorizations (RMAs), along with instructions.
A refund may not be issued if a customer doesn't drop off the product to the return shipper within the free return window. The customer will see an updated status in their order details page indicating when the return window closed.
You might need to manually issue a refund for Buy with Prime returns if:
Buy with Prime doesn't support issuing concessions or goodwill refunds.
You decide how quickly to issue refunds. For the best customer experience, Buy with Prime recommends processing refunds within three to five business days.
Eligibility for instant refund is based on multiple factors related to the order.
No, Buy with Prime doesn’t support partial refunds.
For more information, go to Refunds.
To find the status of your Buy with Prime returns:
To start a return, the customer should follow these steps:
Note: If your customer loses the order confirmation email, you can send a new one using the Contact customer option on the orders page in the merchant console.
The Prime returns policy can’t be changed. Merchants and customers must adhere to the policy as is. To access the prime returns policy, go to: About Our Returns Policies.
To export data for Buy with Prime returns:
Filter the orders that you want to export, then choose Export.
Buy with Prime provides metrics for Buy with Prime returns:
You can't manually generate an automated return for a Buy with Prime order. Customers can create an automated return through their order confirmation email. If they have lost their order confirmation email, you can send a new one using the Contact customer option on the orders page in the merchant console. For all other items, you can manage returns outside the merchant console.
The customer can find the return label on the order details page in the online returns center.
You can also send the customer the return label:
If the return window has passed, the customer can't start a new return for that item using the online returns center.
Customers can still reach out to you, and you can choose to accept the return. You can issue a refund manually from the merchant console, but you need to process the return outside of the merchant console.
If customer didn't generate a return label within the return window, the customer can't use the online returns center.
Customers can still reach out to you, and you can choose to accept the return. You can issue a refund manually from the merchant console, but you need to process the return outside of the merchant console.
If an item shows Return Failed, check the return timeline to see where the item stopped, then contact the customer to provide a manual refund or contact merchant support to investigate the cause.
To start a label-free, box-free return:
When a customer selects a return method that specifies no box or label needed, they can see the available drop-off methods or locations. They can check for specific drop-off locations by choosing the location finder. Your customer’s delivery location and the item’s weight and dimensions can impact the available return options and drop-off locations. At this point, Buy with Prime customers can access label-free, box-free returns at the UPS store, Whole foods and Amazon stores (Go and Fresh). If the item is eligible for returns but not for the label-free, box-free return option, the customer can still return the item at their local UPS or USPS drop-off locations with a free printed return label.
Returns without a box or label have maximum weight, dimension and item value allowance-
Potential reasons preventing your customers from seeing drop-off options for label-free, box-free returns include:
No, the label-free, box-free return option is free for Buy with Prime orders.
Customers can track the status of their return and refund in the online returns center, which they can access from their order and return confirmation emails.
Customers can initiate a return from the online returns center, which they can access from their order confirmation email, and then generate a QR code for the item they want to return.
Yes, you can resend return instructions and the item-specific QR code through the View Instructions link available in the Returns tab in the merchant console.
Your customer can drop off their label free, box-free return at another location of the same brand store that they selected for their drop-off location, but they can’t drop off their item at a different brand store even if that brand store is also an eligible label free, box-free drop-off location.
For more information, go to Returns.
Amazon.com displays product reviews from Amazon customers to help shoppers learn more about products through authentic and trustworthy reviews. Amazon shoppers often rely on Amazon’s five-star rating scale and insight in individual reviews to help them make informed purchase decisions.
The Buy with Prime Reviews from Amazon feature pulls reviews from the Amazon detail page related to the product's ASIN. Amazon.com only collects product reviews from customers who have spent at least $50 on Amazon in the previous 12 months. Further details can be found in Amazon Community Guidelines and Customer Reviews help pages.
To calculate the overall star rating and percentage breakdown by star, Amazon.com doesn’t use a simple average. There are a few factors considered, such as how recent a review is and if the reviewer bought the item on Amazon. Additional information can be found in How Are Product Star Ratings Calculated help page.
Yes. For reviews on Amazon that have verified purchase badges, your shoppers can see these badges on your product detail pages too. For more information, go to Amazon Verified Purchase Reviews.
No, shoppers can only see the Reviews from Amazon on your product detail pages. Shoppers can't submit ratings or reviews through this feature.
Reviews from Amazon can help you tap into the volume and authenticity of Reviews from Amazon to boost shopper trust and provide social proof to your brand and products. The reviews feature gives shoppers the familiar experience they trust from Amazon.com—without having to leave your site—while complementing other product review features you might already use.
Any Buy with Prime merchant, who has a US entity and registers with Amazon Brand Registry, with active Amazon product listings that collect product reviews on Amazon.com can activate the Reviews from Amazon feature on the same products that have Buy with Prime activated on their ecommerce site.
No. Reviews from Amazon is available to Buy with Prime merchants for their eligible products with no additional fee.
No, you need to sign up for Buy with Prime and complete onboarding before you can add Reviews from Amazon on your active Buy with Prime product detail pages.
No, the Reviews from Amazon feature isn’t available for products that don’t offer Buy with Prime.
No, the Reviews from Amazon feature only displays on a product detail page where Buy with Prime is activated and is currently eligible. If Buy with Prime is activated for a product but isn’t currently eligible (out of stock), the Reviews from Amazon feature doesn’t appear on the product detail page.
Yes, you need to have active listings on the same products on Amazon.com to use Reviews from Amazon on active Buy with Prime products.
Yes, you need to enroll in Amazon Brand Registry to use Reviews from Amazon. Learn more about eligibility and enrollment.
Yes, if you have the technical expertise on your team to install JavaScript code. You can contact merchant support for basic installation needs, and visit one of our recommended agencies for more complex installations, such as on custom sites.
For instructions, go to Customize & install code.
There are two pieces of JavaScript code: one for the rating component and the other for the reviews component. The ratings code renders aggregated Amazon ratings and total rating count for products. The reviews code renders the overall rating, the rating distribution, and individual reviews provided by Amazon customers.
Yes, you can decide whether you want to use only Reviews from Amazon, or use both solutions on your Buy with Prime product detail pages.
No, you can't include the data of Reviews from Amazon in your site’s existing reviews solution.
You can place the Reviews from Amazon feature next to, preceding or following your existing reviews feature. For instructions, go to the Amazon Reviews page, and then the Customize.
You can display the ratings and reviews features together, or reviews feature without the ratings; however, you can’t show the ratings feature without the reviews. Showing ratings only can lead to shoppers looking for product reviews elsewhere instead of on your ecommerce site.
No, the Reviews from Amazon feature can only be placed on product detail pages for active Buy with Prime products.
Yes, to customize the Reviews from Amazon feature, go to Customize your Reviews from Amazon feature.
For more information, go to Reviews from Amazon.
Get answers to common questions about self-service order cancellation.
The self-service order cancellation feature helps reduce return volumes and the inconvenience of manually canceling orders for customers who change their mind. If the order hasn’t shipped, your customers can cancel the order themselves, without having to contact you, and the cancellation is processed automatically in merchant console.
Your customer can cancel their order up until it’s shipped, which is indicated by the status on the customer’s order detail page. After the fulfillment status changes to Shipped, the customer can’t initiate a cancellation.
You're able to cancel orders directly within the order detail page in merchant console if the order hasn’t shipped. After the fulfillment status changes to Shipped, you can’t initiate a cancellation for the order.
No, the order is not canceled immediately. When a cancellation is initiated, it is a request to cancel and we send the cancellation request to the fulfillment provider. If the fulfillment provider is able to cancel the order, then we notify you and the customer through email if the cancellation was successful or not.
Customers can expect their refund within 3-5 business days after the cancellation has been confirmed.
If your customer doesn’t see the Cancel button next to the order they want to cancel, then we may have already shipped the order. Your customer can confirm if the order has shipped by selecting Track package on the order detail page. If the order has already been shipped, you can initiate a return manually once your customer receives the order.
For more information, go to Self-service order cancellation.
If a Buy with Prime shipment is delayed, your customer will receive an email notification with a link to the customer order detail page where they can see the latest package status. If a new estimated delivery date is available, this detail will also be included in the email. You can view the latest status along with detailed information on the orders page on the merchant console.
No, shipment tracking is a default service for all Buy with Prime orders.
No, the current shipment tracking service is the only service supported for Buy with Prime orders.
Your customers can track their orders through their order confirmation and shipment tracking emails and the order detail page they can access through a link in the emails.
Note: If your customer loses the order confirmation email, you can send a new one using the Contact customer option on the orders page in the merchant console.
You can track your customers’ packages on the orders page in the merchant console.
Your customers are notified by email and on their order detail page if their packages are delayed. You can see shipment status and any delays in a specific order’s detailed view within the orders page in merchant console.
If your order has shipped, the tracking information appears on the order detail page. Note: The shipping label and tracking ID aren't created until an order has shipped. If you don’t see the tracking information appear after the order has shipped, contact merchant support.
Customers can’t change the delivery address after placing an order.
The shipment time can vary based on carrier, and sometimes packages can be delayed during transit due to unforeseen circumstances. Reasons for delayed delivery include the following, among others:
If the package isn’t delivered within seven days after the promised delivery date or estimated delivery date, contact merchant support. Note that orders that are marked as delivered by the carrier aren’t eligible for reimbursement.
If the package information isn’t updated after 3 days, contact the carrier to ensure your package is on the way. If the package is being shipped by Amazon, you can contact merchant support.
Most packages arrive on time, but can sometimes show up after the estimated delivery date. If a package is delayed:
A package might be returned as undeliverable for several reasons:
Note: A Buy with Prime package that a carrier returns as undeliverable cannot be re-shipped. A refund is issued in these cases. If your customer still wants to purchase the item, they need to place a new order on your site.
Contact merchant support if the items in your customer’s order are incorrect, missing, or damaged in transit.
The delivery representative might have scanned the package as delivered while it's still in transit, or delivered it to the wrong address. Wait 48 hours from the time the tracking status changed to “delivered” to see if the package arrives. If 48 hours have passed and the customer has not received the package, contact merchant support.
There might be a delay in processing the events from the carrier. If you have more questions on the status of a package, you can contact the carrier directly or contact merchant support to help trace the package.
If the carrier you are looking for is not on this list, contact merchant support.
Carrier |
Contact Information |
Phone: 1-800-742-5877 |
|
Phone: 1-800-222-1811 |
|
Amazon |
Visit Amazon Logistics |
Phone: 1-800-463-3339 |
|
Phone: 1-800-225-5345 |
In some scenarios, the package status on merchant console isn’t in sync with what your customer sees. You see can see the high-level status and your customers can see the detailed package status.
To investigate a package status:
When a package has a delivery exception such as Delivery Attempted or Delayed, the package status isn’t updated although the item was successfully delivered on the next attempt. To initiate a return, contact merchant support. To learn more about return eligibility, go to Returns.
For packages that won't arrive by a set cut-off date, we update the Buy with Prime Progress Tracker page with Your package may be lost. Buy with Prime doesn't use more detailed messaging (for example, to recommend that you cancel the delivery and notify/refund the customer) because we know that some of these packages are actually delivered. We don't want to risk upsetting the customers and then delivering the package anyway. We know that some packages are delivered without a terminal scan based on feedback from Merchant Support and refund requests that have come in for shipments that never received a scan.
For more information, go to Shipment tracking.
To sign up, go to: Buy with Prime sign up.
To sign in, go to: Buy with Prime sign in.
If you've forgotten your password:
If you forget your email, check all of your inboxes for material from Buy with Prime. You can also ask the Owner /Admin roles for your email-id from the Team page in the merchant console.
After you create your user account during sign up, you can use the same email address and password to access multiple business accounts. The Owner/Admin roles can invite you to access their business accounts. You’ll sign in with your email address and password to access all business accounts.
If you're locked out of your user account, you can contact support for assistance.
For more information, go to Sign up and user settings.
Get answers to common questions about Social Ads for Buy with Prime.
Social Ads for Buy with Prime removes the burden of creating ad campaigns for each Buy with Prime product listing with the Buy with Prime badge. Instead, the app syncs your Meta catalog with the products in your catalog that offer Buy with Prime, automatically applying the Buy with Prime badge. Whether prospecting new customers or remarketing to existing customers, the solution helps you build relevant ads for each shopper.
Social Ads for Buy with Prime is a useful feature to help find new shoppers, as well as for re-engaging shoppers who have already viewed your products but didn’t place an order. Because these ads leverage your Buy with Prime product catalog, they’re also a great feature if you're just starting out with marketing or if you have limited creative content for building ads.
You can create dynamic social ads featuring the Buy with Prime badge on Facebook and Instagram.
To use Social Ads for Buy with Prime, you need:
Only products you have set up to offer Buy with Prime sync with your Meta catalog and show in your ad campaigns. You must have at least one product synced to your Meta catalog in order for your ad campaigns to run. Make sure you have all of Meta’s required attributes synced from your Buy with Prime catalog, including product descriptions and URLs.
When you set up the app, Meta’s Conversion API is set up automatically to share your order data with Meta. Even if you do not use the app to launch ad campaigns, you can still use the Conversion API to share your Buy with Prime orders with Meta. Note: When you use the Conversion API and Advanced Matching with the Social Ads for Buy with Prime app, the order information you share with Meta will contain your customer’s email address, name, and shipping address. If you also have the Meta Pixel set up for Buy with Prime, you will duplicate sending that order event to Meta, but the Pixel order information will not include these fields. To help avoid Meta treating your Conversion API event as redundant and discarding these fields during its deduplication process, we recommend not using Meta Pixel for Buy with Prime while you use Conversion API and Advanced Matching.
You are responsible for writing the copy that accompanies social ads for your Buy with Prime product listings. Refer to the Buy with Prime brand guidelines in the Marketing section of merchant console for brand and messaging guidance.
You can choose to either remarket ads to people who interacted with your products or brand on or off Facebook or Instagram or to find prospective customers even if they haven’t interacted with your business. Both are useful strategies that can also be expanded when you select the option to “Reach people beyond these targeting selections when it’s likely to improve performance.” Doing so can help place your ads beyond your core audience to reach viewers who might improve your return on ad spend (ROAS).
You can choose to show your ads on Facebook, Instagram, or both.
Your social campaign results measure the following metrics:
Social Ads for Buy with Prime offers email, chat, and phone support. You can directly connect to support using the Live-Chat button available within the app, email the help desk at socialads@cedcommerce.com or call the toll-free number at 917-672-8531.
You need to provide a campaign name, start date, and budget. End dates are optional. Your campaign name is visible only to you in the app and in your Meta account.
For more information, go to Social ads for Buy with Prime.
You can complete the steps in any order.
You can go back and edit a completed step at any time. Completed steps will be greyed out.
You can come back to complete the list at any time. If you don’t complete the current step, it doesn't show as completed.
For more information, go to Starter steps.
Yes, the business address you set up for your account is one of the inputs for tax calculation. Make sure you complete the setup process with a current and valid address. For example, make sure you enter a correct zip code. If the zip code you enter does not match the state, there will be an error at shopper order checkout. To find the business address that you have on file, go to Settings>Account details>Business details.
You can create and manage override rules for a tax category. You can add products that are subject to a tax exemption rule to the tax category, and then create an override. To add a tax category, go to Settings > Taxes > Categories. To add an override, go to Settings > Taxes > Manage locations & overrides > Overrides. Select the tax category, specify the location in which the override rule is applicable, and then enter the tax rate.
If you configure more than one custom tax rate for a product, the lowest configured tax rate will be applied at checkout. To avoid this, make sure that each product is configured to be associated with only one custom tax rate per state.
Yes, choose Auto at a location level to apply automated tax rates. If you want Buy with Prime to automatically apply the sales tax rate based on each order’s information, select Auto for a location. The automated tax rates that are calculated include state and local jurisdiction taxes.
Yes, you can manually apply rates at a location level and product level. To apply overrides at a location level, go to Settings > Taxes > Manage locations & overrides. For the location that you want to apply manual rates, make sure that Manual and enter the tax rate in the provided text box. To apply overrides at a product level, go to Settings > Taxes > Manage locations & overrides > Overrides. For the tax category with the product that you want to apply manual rates, Add Override, select the location and enter tax rate, then choose Add. Choose Save changes.
Automated tax rates from a third-party service provider are used for tax calculation. Tax rates are determined based on the applicable state and local jurisdiction (city, county, district) information.
You can create tax categories and then create override rules for these circumstances that are only applicable for the specific dates. You can't configure override rules to be effective for specific dates.
Customers can view sales tax on the following: checkout page, thank you page, order confirmation e-mail, order details page, and invoice.
Customers are refunded the sales tax amount that was charged at checkout using the original payment method.
Tax information is included in the merchant console. Go to Orders to learn how to export your orders CSV file if you need that information for tax filing purposes.
As of August 2022, Buy with Prime has a feature to automatically apply certain tax rules for products you put in a category you set up and name as auto-clothing. To set up this category, follow these instructions:
The following tax rules will be applied to products in the auto_clothing category:
Disclaimer: Information on this page doesn't constitute tax, legal, or other professional advice. Don't use it as such. If you have any questions, consult your professional tax advisers. Note: This content was updated on 02/15/2023. Be sure to confirm the latest rules with the tax collection authorities.
No. Tax support resources don’t constitute tax, legal, or other professional advice. And any of the resources in merchant console or the knowledge center should not be used as such. Tax support and related information is strictly a resource to help you manage Buy with Prime tax settings. All tax-related questions beyond how Buy with Prime tax settings work, should be directed to your professional tax advisor.
No, Buy with Prime is not a marketplace facilitator, and isn't responsible for handling sales tax collection, filing, and remittance on your behalf. By selling through Buy with Prime, you’re responsible for identifying where you have obligations to collect, file, or remit taxes and performing such activities in accordance with those obligations.
If live access to automated tax rates isn’t available, sales tax for an order is calculated using a repository of average tax rates provided by the third-party service provider that is updated at least monthly. The average tax rate for each affected order is determined by the state of the shipping address.
You're responsible for configuring taxes to be compliant with your tax obligations. It's up to you and your business to decide whether you should set up taxes or not. To prevent not charging sales tax on orders that do need sales tax collection, remember to set up taxes before you launch the Buy with Prime widget. Note: Setting up taxes and activating your Buy with Prime orders to charge sales tax isn't a mandatory step for merchants prior to launching Buy with Prime.
For more information, go to Taxes.
Get answers to common questions about conversion tracking.
Pixels are strings of code that are loaded when users visit and interact with website pages, such as when placing an order. Advertising pixels share interaction data with ad channels so interactions can be attributed to specific ad campaigns, helping advertisers measure and better understand ad performance and return on ad spend
Using both tools allows you to share more order data with Meta, which can help boost attribution rates for your ad campaigns. The Meta Conversion API sends orders server-to-server, while the Meta Pixel sends orders browser-to-server. You can set up both Meta Conversion API and Meta Pixel by setting up the Social Ads for Buy with Prime app. You can set up Meta Pixel only by adding your Pixel ID to the merchant console.
When sharing Buy with Prime order data with your advertising channels, conversion tracking tools send your ecommerce site URL as the order URL and the SKU as the product ID. If you use Advanced Matching for Meta or Google Enhanced Conversion API, you send Buy with Prime customers’ names, email addresses, phone numbers, and shipping addresses, so confirm that your privacy notice explains that you share customer information for advertising purposes. You can check your settings with the specific advertising channels to learn more about the type of information that you share when you set up conversion tracking.
If certain state privacy laws* apply to your business, your customers may have the right to opt out of your sale or sharing of their personal information for cross-context behavioral advertising. You can set restrictions for how customers’ personal information may be used by Meta by turning on the privacy setting to send a Limited Data Use flag for all of your Buy with Prime orders. This setting can be found by choosing Access your privacy settings when setting up your advertising IDs.
This setting only applies to your Buy with Prime orders and doesn’t affect other pixel events for your site. For Google Ads, visit the Privacy and Messaging section on the Google Ads console to learn about turning on Google’s restricted data processing. For Amazon Ads, your customers can manage their preferences on Amazon.com. We don’t provide legal advice about which laws may apply to your business, but you can consult with a legal professional to guide you.
*Includes: California Consumer Privacy Act (CCPA) and Virginia Consumer Data Protection Act (VCDPA).
If you want to track Buy with Prime orders separately in Google Ads, you can choose to create a new separate purchase conversion label for Buy with Prime conversions in the Social Ads for Buy with Prime app. Alternatively, you can create a separate purchase conversion label in the Google Ads console and enter that purchase conversion label into the Buy with Prime console. On Meta Ads, you can't separate Buy with Prime orders from your ecommerce site orders.
Using both tools allows you to share more customer data with Google, which can help boost attribution rates for your ad campaigns. The Google Enhanced Conversion API sends orders server-to-server and shares more customer data with Google, while the Google Ads pixel sends orders browser-to-server. You can set up both solutions by setting up the Social Ads for Buy with Prime app. You can set up Google Ads pixel only by adding your Google Ads conversion ID and purchase conversion label to the merchant console.
To learn more about conversion tracking, go to Conversion tracking.
Get answers to common questions about Google Analytics.
When you set up Google Analytics for Buy with Prime, you will be able to see Buy with Prime orders included in the reporting in your Google Analytics account. This includes reporting on revenue, users, and transactions. Note: GA4 can have a delay up to 48 hours.
Yes. Google Analytics analyzes UTM parameters to provide channel- and campaign-level reporting. When you set up Google Analytics for Buy with Prime, you will sync Buy with Prime orders as well as their UTM parameters to Google Analytics, helping Google Analytics give you a breakdown of your orders by channel and campaign.
Yes. Buy with Prime orders will be sent to Google Analytics with a “Buy with Prime” Item Category (GA4)/Product Category (GA3). Buy with Prime orders will also be sent to Google Analytics with a “Buy with Prime Order” page title and “buywithprime-order” page path. These are dimensions you can use to break out your Buy with Prime orders in the Google Analytics reporting. In GA4, Google Analytics may apply a data threshold, causing the Buy with Prime orders to be hidden. In this case, we recommend using the Ecommerce purchases report to break out Buy with Prime orders by Item Category, where thresholds are not applied.
Buy with Prime supports both Google Analytics 3 and 4 properties.
By integrating your Buy with Prime orders into Google Analytics, you can gain valuable insights into your ecommerce activity. Google Analytics improves attribution and gives you a full view into performance across your ecommerce channels. You can see and analyze your activity in one place, helping you understand the performance of your marketing investments and make more informed advertising decisions.
To learn more about conversion tracking, go to Conversion tracking.
Get answers to common questions about Buy with Prime requirements.
Buy with Prime is designed as a complementary offering to your existing Amazon.com business. By adding Buy with Prime to your ecommerce site, you can offer Prime shopping benefits to Prime members in more places.
Yes, you can choose to offer Buy with Prime for products that are exclusively sold on your ecommerce site. However, you must create a Multi-Channel Fulfillment account and ensure that you have products in Amazon fulfillment centers. You can remove a product from Amazon.com by changing the sell-by date to a future date in your Seller Central catalog.
Yes, you are required to send your products to Amazon’s fulfillm
