Most products on Amazon are sold by independent sellers, not by Amazon itself. If you have a question about an item, an order that hasn’t arrived or a return, you can message the seller directly through Amazon. Here is how to contact a seller on Amazon before and after you buy, and what to do if they don’t reply.
Contact a seller about an order
- Go to Your Orders and find the order.
- Select Get help with order or Problem with order.
- Choose the option to contact the seller, pick a topic and write your message.
- Replies arrive in your Amazon Message Center and by email.
Contact a seller before you buy
- On the product page, find Sold by and select the seller’s name.
- On the seller’s page, choose Ask a question.
- Pick a topic, write your question and send it.
If the seller doesn’t respond
Sellers are expected to reply within two business days. If they don’t, or you can’t resolve a problem with an order, you can file an A-to-z Guarantee claim from Your Orders. Amazon then reviews the case and can refund you.
Tips for a quick answer
- Include your order number and a clear, short description of the problem.
- Add photos if the item arrived damaged or different from the listing.
- Keep all communication inside Amazon, so it counts if you need to file a claim.
- Never pay a seller outside Amazon or share payment details in messages.
For sellers: answer fast
Amazon tracks how quickly sellers reply to buyer messages. Answering within 24 hours protects your account health and heads off claims. If you sell on several marketplaces, keeping messages and orders in one place makes this much easier.
Questions people ask
Can I call an Amazon seller?
Usually not. Amazon routes contact through its messaging system to protect both buyers and sellers.
What if the item was sold by Amazon?
Then you contact Amazon customer service instead, through the Help section or Your Orders.
Selling on Amazon? Read our Amazon seller guides.
Sources: Amazon Help pages on contacting third-party sellers and the A-to-z Guarantee, checked November 2026.