Navigate to “Your Orders” from the Amazon homepage. If you’ve placed an order with a third-party seller and are having a problem with it you can request help from the “Your Orders” page. Go to Amazon.com and click the “Returns & Orders” tab at the top of the page or navigate to “Your Orders” from your account page. Locate the item you want to get help with in the list of orders.
If you’re using the Amazon Prime app find your orders by clicking the dropdown menu button on the top left side of the screen. You’ll find “Your Orders” listed directly under “Home.”
Click “Problem with order” or “Get help with order”. If your order from a third-party seller hasn’t already been successfully delivered you may see a button next to the order that says “Problem with order” or “Get help with order.” Select one of these buttons to report an issue then follow the prompts to report your problem.
You’ll only see the yellow “Get help with order” button if the seller handles their own shipping rather than doing it through Amazon.
You may be able to resolve the issue without having to contact the seller directly by following Amazon’s instructions. If not Amazon’s customer support system will help you get in touch with the seller.
If your order was already delivered but you’d like to request a return exchange or refund click the “Return or replace items” button. If these kinds of transactions are handled by the seller Amazon will put you in contact with them.
Use the “Leave seller feedback” option to rate the seller. If you’ve already received your product and simply want to leave feedback for the seller choose the “Leave seller feedback” button next to the order in question. From there you can leave the seller a star rating and make comments about your shopping experience.
You can submit seller feedback for up to 90 days after the date of your order.
Using the Product Listing Page
Navigate to one of the seller’s product listings. If you want to ask a seller a question about a product you can do that from the product page. Go to Amazon.com and search for the product you want then click the link for the product listing in the search results.
You can also access a product listing by going to the seller’s storefront on Amazon if they have one.
Click the seller’s name next to “Sold by” on the right-hand side of the page. Once you’re on the product page look for the box on the right-hand side of the page with the “Add to Cart” and “Buy Now” buttons. Under those buttons you’ll see the words “Sold by ” followed by a link to the seller’s name. Click that link to access the seller’s information and contact page.
If you’re on the Amazon app scroll down from the top of the listing to find this link.
Press the “Ask a Question” button on the seller’s page. Once you open the seller’s page locate the yellow “Ask a Question” button. You can use this button to send a message directly to the seller.
Whether you’re using a browser or the Amazon Prime app you should see this button near the top of the seller’s page.
Follow the prompts to choose a topic for your question or comment. When you click the “Ask a Question” button you’ll see a dropdown menu prompting you to select a subject for your message. Choose the subject that’s the closest match for your question or comment.
You may also see toggle buttons asking you whether you want to contact the seller about an item they’re selling or an order you’ve already placed.
Possible subjects you can choose from include product details shipping returns and refunds policies and product customization.
Type a detailed message in the text box on the next page. After you select a subject you’ll be redirected to a new page where you can type in your message. Include any relevant details such as which product you’re asking about your order number (if you have one) and the details of your question comment request or complaint.
If you’re using the app the text box will appear on the same page as the drop-down subject menu.
You’ll need to limit your message to no more than 4 000 characters.
Click the “Send e-mail” button to send your message. Once you’re satisfied with your message click the yellow “Send e-mail” button under the text box. Amazon will forward your message on to the seller and email a copy to you.
To protect your privacy Amazon will not reveal your email address to the seller. Instead they’ll send the message from an Amazon.com email address.
Give the seller up to 2 business days to get back to you before you try to contact them again. If you don’t hear back from the seller in that time or they aren’t willing to help you with your issue you may be able to work it out using Amazon’s A-to-z guarantee service.
Communicating with Buyer/Seller Messages
Navigate to “Your Account”. If you’ve already communicated with a seller before you can keep the conversation going through Amazon’s buyer/seller messaging system. To find your messages start by navigating to the “Your Account” page from the Amazon.com homepage.
If you’re using a browser go to the “Accounts & Lists” tab at the top right-hand side of the Amazon homepage. Select “Your Account” from the dropdown menu.
From the Amazon Prime app select the dropdown navigation menu on the top left side of the screen. You’ll find the “Your Account” link under “Your Lists” and above “Shop by Department.”
Scroll down to “Communication and content”. On your account page scroll down until you find a box called “Communication and content.” This box will contain several links relating to your communication and notification settings.
If you’re using the Amazon Prime app scroll down until you find the “Message center” header instead.
Click “Messages from Amazon and sellers”. Clicking this link will open up an inbox containing all your past communications from Amazon and third-party sellers. You can also view any messages that you’ve sent through the messaging system.
If you’re using the app choose “Your Messages” under the “Message center” header.
Select the “Buyer/Seller Messages” tab. At the top of your inbox in the message center you’ll see a tab that says “Buyer/Seller Messages.” Click this tab to show only messages between you and third-party sellers.
In the app you’ll see links to “All Messages ” “Buyer/Seller Messages ” and “Sent Messages” after you click the “Your Messages” button.
Open a message from the seller you want to communicate with. Scroll down the list of messages until you find one from the seller you want to talk to. You’ll see a copy of the message they sent you along with information from Amazon about their buyer/seller communication policies.
If you have lots of messages and you’re having a hard time finding the one you want the app allows you to display messages from a specific date range.
Hit the “Reply” button and write a message. Once you’ve selected the message you want to respond to hit the button that says “Reply” at the top of the page. This will open a text box where you can write your message. When you’re satisfied with what you’ve written click the yellow “Submit” button to send the message.
You’ll need to limit your message to no more than 4 000 characters.
If you’re sending the message from a web browser you can also add an attachment such as an image a PDF file or a Word document.
Amazon won’t share your email address with the seller. All communications will be directed through Amazon’s messaging service.
While Amazon sells and ships many of its items directly it also offers a variety of products through third-party sellers. If you have a question about one of these products or need to clear up an issue with an order it’s often best to contact the seller directly. Fortunately there are several simple ways to do this. You can ask a question through the seller’s page report an issue through the “Your Orders” page or communicate through buyer/seller messaging if you’ve been in touch with them before.