If you have a question about an order, or an issue with service, contacting Amazon might be the best thing you can do. When contacting Amazon, you have the option of sending an email, having Amazon call you, and live chatting. This article will show you how to talk with a customer service representative at Amazon. If you want to call Amazon directly, contact their customer service line at 1 (888) 280-4331
1Call Amazon anytime, 24/7, at 1(888) 280-4331. This is the direct, general customer service line for any and all Amazon issues. If you’re not near a computer with your account or are not sure what department to call, this is usually your best bet. However, with a little patience, you can also get Amazon to call you, picking a customer representative best-suited to help.
Click on “Need More Help?” followed by “Contact Us.” This will bring you to the contact screen. After clicking “Help,” choose “Need More Help” under the header “Browse Help topics.”
You may be asked to re-log in before being brought to the contact screen.
Choose the order or orders that you need to contact Amazon about. Next to each order are a series of options in tan buttons — returning the item, requesting refunds, etc. Click the one that you’re having issues with. If your order isn’t about items, scroll down to the section labeled “Tell us more about your issue.”
In rare cases, you may have a dispute that isn’t tied to any one order or item, but other Amazon services. If so, choose the appropriate tab at the top of the screen, choosing among “An Order I Placed,” “Fire and Kindle,” and other potential issues with Amazon. If the option isn’t here, it is in the “Tell us more about your issue” section.
Decide how you want Amazon to contact you. If your issues isn’t solved with the buttons available, you can still contact them. Once you’ve filled in the boxes with your answers (specifically the “Tell us more…” menu), Amazon will ask how you’d like to be contacted:
Email: You’ll get a written solution to the problem, with a tracking number and the ability to write back.
Phone: Amazon calls you, choosing the appropriate department for your issue.
Chat: You’ll live chat online with a specialist, working to resolve the issue.
Resolving Disputes Effectively
Know what you need or want out of the interaction before calling. Think about why you’re calling, and the best-case response you want from Amazon. Maybe you want to return an item, need a refund, or think you deserve store credit for mistreatment or mistakes. No matter what, have a clear idea of why you’re calling beforehand to get the best responses.
- Clear, calm, and direct questions are your best response. Let Amazon know exactly why you’re calling or emailing, and what you think the best solution is to the problem at hand.
Keep all records, confirmation numbers, and shipping notes on hand at all times. The more information you have, the easier it will be to resolve your dispute in a beneficial manner. Before calling, emailing, or starting an argument, round up all of your information on the sale and review it to make sure you have all of your facts straight.
- If you’ve needed to call multiple times, get the name of the operator and the tracking number for your complaint — this can save you a lot of time when you need to call back.
Figure out the “fairest” solution, not the “right” one. Telling someone that they are wrong is a good way to turn a discussion into an argument. It also allows them, quite legitimately, to argue back that they are perfectly “in the right” legally by ignoring your dispute. Instead, find a way to frame your argument into one of fairness — where both parties, including Amazon, benefit.
- “I am a long time customer, and I only think it is fair we find a way to make sure this transaction goes as planned.”
- “I understand that there have been some technical difficulties — I’m not trying to blame you! I just want to find a way for both of us to honor our ends of the deal.”
4Ask politely to move up the ladder if your representative can’t help you. If you’re getting nowhere with the current representative, kindly ask if you can talk to their manager. Something like, “I’m sorry, but I think I need to talk to someone else who can more directly help me,” is a good way to bring up the conversation. In general, if you’re looking for store credit or a high-priced refund, you’ll need to go up to a manager.
Be kind and civil in all of your interactions. It is so easy to get angry, yell, or become a bully. But you must always remember that, in most cases, Amazon is not really required to help you out. When they do help resolve issues, it is because they want to keep your business and respect you as a customer. This won’t happen if you anger the representative on the phone. Good phrases to remember, and even repeat, include:
- “I know this isn’t your fault, I just want to find a way to resolve this fairly.”
- “Thank you so much for your help so far, I know this wasn’t your issue or mistake.”
- “I know this was just an accident, I’m just hoping to find a way we can make sure things end.”
- “I really enjoy using Amazon, which is why I’m confident we can find a way to fix this issue.”