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What if Amazon customer service contacts me about a Seller Fulfilled Prime order?

Amazon customer service will contact you about Seller Fulfilled Prime orders in some cases when Amazon requires your help to solve customer's problems. If Amazon customer service contacts you on behalf of a customer:


  1. Try to solve the customer's problem as quickly as possible.
  2. Respond to customer service and the customer with the resolution steps that you have taken. The customer will be copied on the email exchange.

If you do not agree with a refund that you were asked to issue, we recommend that you issue the refund, and then file a reimbursement claim. For more information, visit Seller Fulfilled Prime refund reimbursement policy.

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