Around 100,000 small and medium enterprises in the UK sell through Amazon, reaching millions of customers.
These third-party sellers handle customer service for orders shipped directly from them, with Amazon helping to make communication between them and their customers straightforward.
If you need to contact an Amazon seller, follow the steps below:
Before contacting an Amazon seller, check if the listing is eligible for Amazon Prime. If it is, the following steps do not apply and you should contact Amazon Customer Service instead.
How to contact an Amazon seller after placing an order
To contact an Amazon seller after placing your order, go to ‘Account,’ followed by ‘Your Orders,’ and then select ‘View Your Item’ next to the relevant purchase.
From this page you can then choose ‘Contact Seller’ through Amazon’s messaging assistant, where you’ll be asked to provide more details about your request.
If you would like to return or refund your purchase, you can select ‘Request Refund’ or ‘Return Items’ instead of ‘Contact Seller.’
How to contact an Amazon seller before placing an order
If you have questions regarding a certain product and would like to contact a seller before purchasing, head to the product page and select the name of the seller located next to ‘Customer Service’ on the right-hand side. If you are on the mobile app, the name of the seller will appear above the product image.
From here, select ‘Ask a Question’ and you will be directed to Amazon’s messaging assistant where you should select the relevant response.
What to do if a seller doesn’t respond
Amazon sellers should respond to your query within two business days and any new messages will appear in your Message Centre.
If you are seeking a refund and the seller does not respond within 48 hours, most orders placed with a Marketplace seller are covered by our A-to-z Guarantee. The A-to-z Guarantee protects you when you buy items sold and fulfilled by a third-party seller. It covers both the timely delivery and condition of your items. You can make a claim directly to Amazon, and our team will determine if you're eligible for a refund.
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