Contact a Marketplace Seller
Marketplace sellers handle customer service for orders shipped directly from them, unless the order is eligible for Amazon Prime. If you've already placed an order, you can contact the Marketplace seller via Your Orders.
Contacting a seller after ordering
To connect with the right customer service team after placing your order:
- Go to Your Orders.
- Select your Marketplace item.
- Select the most relevant option for your query. Based on your order type and delivery status, options may include:
- Problem with order
- Get product support
- Return items
- Ask Product Question
- Follow the on-screen prompts.
- Depending on your query and order type, you'll either be:
- Provided with the option to email the Marketplace seller.
- Directed to the service (for example the Online Returns Centre) or information you need.
- Connected to Amazon customer service.
Contacting a seller before ordering
To send a pre-order message to a Marketplace seller:
- Select the seller's name on the product page.
- Select Ask a question.
- Use the Seller Messaging Assistant chat to send your message.
Finding seller responses
Sellers respond by email within 48 hours.
- Find and manage all seller correspondence in the Message Centre under the Buyer/Seller Messages tab.
- If a seller doesn't respond within 48 hours, you may be eligible for the A-to-z Guarantee. The A-to-z Guarantee covers delivery, item condition, and return problems.
Global Store and Prime-delivered Marketplace items
For help options with Global Store items and Prime-delivered Marketplace items, visit Your Orders.
