How to Contact an Amazon Seller

Many products on Amazon are sold by independent businesses, not Amazon itself. When you have a question about one of those items or an order, the seller is often the fastest person to ask. Amazon keeps contact inside its own messaging system, so you won't need an email address or phone number.

First, check who sold it

On a product page, look below the Buy box for "Ships from" and "Sold by."

• Sold by Amazon: Contact Amazon customer service.
• Sold by [another business]: That's a third-party seller you can message.
• Ships from Amazon, sold by [seller]: The seller uses FBA. Amazon handles shipping, returns and most delivery issues, but the seller can answer product questions.

Contacting a seller after you've ordered

1. Go to Your Orders.
2. Find the order and click Get help with order or Problem with order (wording varies by device and region).
3. Choose the option to contact the seller.
4. Pick a reason (shipping, return, product question) and write your message.
5. Send.

Replies arrive in your email and in your Message Center on Amazon (Your Account > Your Messages).

Contacting a seller before buying

1. On the product page, click the seller's name next to "Sold by."
2. On the seller profile page, click Ask a question.
3. Choose a topic and write your message.

The seller profile also shows the seller's feedback rating, return policy and business details, which is useful for judging whether to buy.

Writing a message that gets a useful answer

• Be specific. Include the order number (if any), product name and exact question.
• One issue per message. It's easier to answer and track.
• Attach photos of damage or wrong items. Amazon allows attachments in many cases.
• Say what outcome you want: replacement, refund, tracking update, or just information.
• Stay polite. Sellers are businesses; courteous messages get faster, more generous responses.

How long sellers have to reply

Amazon expects sellers to respond to buyer messages promptly, generally within 24 hours including weekends, and it measures response time as part of seller performance. Most reputable sellers reply within a day.

When to go to Amazon instead

Contact Amazon customer service or use the A-to-z Guarantee if:

• The item never arrived and the seller hasn't resolved it.
• The item is materially different from the listing.
• The seller doesn't respond within a reasonable time.
• You suspect the product is counterfeit or unsafe.

A-to-z claims are available for third-party orders when the seller doesn't fix a qualifying problem. Amazon explains the eligibility criteria on its help pages.

Keeping a record

Buyer-Seller Messaging keeps a history of every message, which matters if you later need an A-to-z claim or a chargeback. Keep the conversation inside Amazon rather than moving to personal email or phone, and don't delete the message thread. If a seller promises a refund or replacement, a written record in Amazon's system protects you if it doesn't happen. Note dates, order numbers and the seller's responses so you can summarize the situation clearly if you need Amazon customer service to step in.

If you're a seller reading this

Buyer messages are a chance to save a sale or a review. Reply quickly, keep templates for common questions, and never push buyers off Amazon or ask for positive reviews in exchange for anything. Both break Amazon's rules. Our guides to setting up an Amazon seller account and great ecommerce customer service cover the seller side.

Looking for a particular seller rather than contacting one you've bought from? See how to find an Amazon seller.

Frequently asked questions

How quickly do Amazon sellers respond?

Amazon expects sellers to reply to buyer messages promptly, generally within 24 hours, and tracks response times as part of account health.

Can I get a seller's phone number or email?

No. Amazon routes all contact through its messaging system and anonymizes email addresses to protect both sides.

What if the seller doesn't respond?

If you have an order problem and the seller doesn't help within a reasonable time, you can file an A-to-z Guarantee claim or contact Amazon customer service.

Sources and further reading

• amazon.com/gp/help/customer/display.html

Platform features, prices and policies change. Check the official help pages linked above before you act on a detail that matters to your store.