Originally specialized in distance selling of books, the Amazon platform is today one of the most important e-commerce sites in the world. The web giant sells all types of products, whether they are toys, clothing, decorative items, beauty products or even DIY and gardening tools. Compared to its competitors, the quality of Amazon customer service is recognized by consumers. Indeed, the merchant site does its utmost to satisfy Internet users and simplify their task. So, it is rather easy to contact Amazon. By email, by phone, by post, directly online ... There are many solutions and the account managers are at your disposal to help you resolve your problems. However,it is advisable to choose the channel adapted to the problem encountered (delivery error, need for advice, problem during payment, request for reimbursement, return of a product, cancellation of Amazon Prime subscription, etc.). We will explain everything to you.
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How do I contact Amazon in case of a problem?
To contact Amazon, you have several options.
The easiest way is to go to the site and consult the section dedicated to customer service.
Then click on the "Contact Us" link to be redirected to the page created for this purpose.
It is accessible 24/7.
In order to be put in touch with the right person and thus obtain personalized assistance, it is essential to select the reason why you need help:
Order delivery
Problem with an item
Modification of an order
Unknown or incorrect flow
Obtaining an invoice
Returning an Item
Checking the status of a return or refund
Payment issues
Promotions and offers
Reporting a suspicious request
Contact request in English.
You also have the option of selecting one or more items from a previous order to provide more information on your claims. After that, other answer fields appear, allowing you to refine your search. You just need to select yours. For example, if it is a problem with an article, various choices are possible: damaged article, defective article, bad product received… If you encounter a problem of payment, you must specify if it This is a refused payment, a promotion not applied to an order or a payment verification problem. Once done, Amazon gives you written instructions on your request, via a "Did you know" insert, and offers you multiple possibilities for contacting customer service (telephone,email, chat…). Sometimes the information is enough to solve your problem, so please pay attention to it.
As you know, Amazon allows third party sellers to sell new or used products on a Marketplace.
The platform may therefore not be able to meet your expectations.
For any questions relating to a product sold by a third party, it is necessary to contact them directly, unless the order is eligible for the Amazon Prime service.
Click on the seller's name on the product sheet, then on the "Ask a question" button, located at the top right.
You are then directed to the “Seller Messaging Assistant” service.
The latter is required to respond to you by e-mail within 2 working days.
What is the phone number for Amazon customer service in France?
For people preferring to speak face to face with an advisor, please note that Amazon customer service can easily be reached by phone, on 0 805 10 14 20 from France (free Amazon customer service number from a landline), or on + 33 1 74 18 10 38 from another country. Amazon telephone operators are available Monday through Saturday 6 a.m. to midnight and Sunday 10 a.m. to 7 p.m. Several sites specify that it is better to call during the week if you want a faster response.
However, it is generally more efficient to request a callback, directly from the platform. To do this, you must follow the steps previously explained and ask to be called back free of charge, specifying your phone number and your country. This procedure saves you time. Indeed, the account manager knows why he is calling you and you are contacted in just 60 seconds (sometimes more depending on the period). Otherwise, it is necessary to have your order number ready and to detail your problem, which can prove to be long and tedious.
Social media followers can also try their luck on the brand's Facebook, LinkedIn, Twitter and YouTube pages.
Most of the teams are reactive to customer requests for assistance.
Finally, although this option is not the preferred option in the majority of cases, you can send a regular mail to Amazon.
However, it must be sent to the company's French head office, at the following address: Amazon, 67, boulevard du Général Leclerc, 92110 Clichy, specifying on the envelope the service for which your letter is intended.
How to make a complaint on Amazon?
Certain specific issues require you to make a complaint on Amazon, for example if the merchandise is damaged during delivery, if part of the order is missing or when the item ordered does not meet your expectations. Amazon takes the satisfaction of its customers very seriously and does its utmost to address their concerns as best as possible. Before embarking on endless legal formalities, it is best to contact Amazon customer service first. Once again, there are multiple communication channels: non-premium rate call, callback request, email, customer account, chat… It's up to you! Many Internet users prefer to make contact via the site, the dedicated page being ideally designed to simplify the procedure.If you have the opportunity to talk to an advisor over the phone, stay calm and keep in mind that the person handling your file is not responsible for the mistake made. She is there to help you solve it.
You can also claim an A-to-Z warranty. The warranty protects you when you purchase items sold and shipped by a third party.
Indeed, if you encounter a problem in this context, you contact the seller and the latter does not respond to you within the allotted time, you have the possibility of receiving a refund from Amazon.
Finally, note that the platform adheres to the e-commerce mediation service of the Federation of e-commerce and distance selling (FEVAD).
If you are unable to settle your dispute amicably with Amazon, it is therefore possible to contact a mediator at the following address: mediateurduecommerce@fevad.com.
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