Where Shoppers Reach You
- Buyer–seller messaging inside Amazon’s inbox for shipping questions or product clarifications.
- Return requests submitted through the buyer account page that you must authorise or deny within 48 hours.
- Phone and chat hand-offs from Amazon Customer Service when buyers need details only you can provide.
Key Metrics to Watch
Amazon tracks three numbers in your Customer Service Performance dashboard:
- Order Defect Rate – keep it under one percent.
- Negative feedback – resolve issues quickly so buyers revise ratings.
- Late response time – answer messages within 24 hours even on weekends.
Slipping on these metrics risks account health warnings and Buy Box loss.
SellerSonar Tips 🐠
Retail Issues Alerts flag suppressed or out-of-stock listings that trigger angry buyer messages. Pair them with Review Alerts to catch negative feedback moments after it posts, giving you time to offer a resolution before the rating sticks.
Start your free SellerSonar trial and keep customer support metrics spotless