Customer support · Amazon
Amazon buyer messaging and customer service
Amazon expects sellers to answer buyer messages within 24 hours, including weekends, and tracks it in account performance. Our agents work inside Seller Central or eDesk, answer every message within policy, handle A-to-z claims and feedback, and flag product problems before they become account health issues.
What we handle
- Buyer-Seller Messaging within 24 hours, seven days a week.
- A-to-z Guarantee claims: evidence and responses before Amazon decides.
- Negative seller feedback: resolve the issue, then request removal where Amazon's rules allow.
- Returns and refunds for merchant-fulfilled orders.
- Product questions and pre-sale messages.
- Voice of the Customer and return reason monitoring, reported to you weekly.
What can sellers say in Amazon buyer messages?
Messages must relate to the order. You cannot include marketing, links to your website, or requests for positive reviews, and you cannot offer incentives for feedback. Our agents are trained on these rules so a well-meant reply never puts your account at risk.
Questions
Frequently asked questions
Do you answer messages on weekends?
Yes. Amazon's 24-hour response expectation includes weekends, so we cover them.
Can you remove negative reviews?
Product reviews can only be removed by Amazon when they break its guidelines, and we report those. We never ask buyers to change reviews for incentives.
Related
Start with a free review, then decide
Whether it is your Amazon account, a launch from Shopify, or your customer support, you get a written review and a clear next step within one business day.