This article applies to selling in: United States

Customer Service Guidelines

Amazon was founded on providing an extraordinary experience for customers. Customers have come to expect this type of service, and that is what keeps them coming back for more purchases. As a Seller, you are now in control of the same experience for your customers, and we expect that you will keep this philosophy in mind and ensure that the customer contacts for which you are responsible are timely, honest and respectful.

Seller will handle all customer contacts relating to those customer service issues for which Seller is responsible, including:

  • Seller Customer Service Areas: (i) Products, pricing, rebates, item information, availability, technical support, warranty, and public and private recalls; (ii) anything related to third party platform editions of your Products (i.e. iPad, and Android issues); (iii) order fulfillment; (iv) order cancellation by you or a customer through Seller Sales Channels; and (v) feedback concerning experiences with your Personnel, policies and processes. "Personnel" includes any third party warranting, administering or otherwise involved in the offer, sale, performance or fulfillment of your Products, including any of your employees, representatives, agents, contractors, or subcontractors.

Amazon will handle all customer contacts relating to those customer service issues for which Amazon is responsible, including:

  • Amazon Customer Service Areas: (i) payment; (ii) credit card processing, debiting or crediting; (iii) use of the Amazon Sites and their features (including the ordering process, cancellation process, use of customer accounts, help and subscription management, but excluding seller order fulfillment issues); and (iv) performance of the Amazon Sites.

Unless Seller and Amazon agree otherwise, with respect to communications sent to customers (a) Amazon will handle all transactional communications (such as order confirmations, cancellation confirmations, notices of auto-renewal and similar communications) related to the purchase or auto-renewal of a Product, and (b) Seller will handle all service or content update communications.

Amazon may implement mechanisms that rate, or allow customers to rate, your Products and your performance as a Seller, and Amazon may make these ratings and feedback publicly available.

When providing customer service for Products purchased via the Subscribe with Amazon Program, the customer service for your Products should be at least as responsive and available and offer at least the same level of support as the most favorable customer services offered in connection with any Seller Sales Channels.

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