Customer Support
Buyer messages are a performance metric, not just a courtesy. Amazon measures how quickly you respond, and the response time counts against you at weekends and on public holidays exactly as it does on a Tuesday.
We answer the messages, handle returns and refunds, and deal with negative feedback and review problems — inside the windows Amazon sets.
What this protects
Response time
Amazon expects buyer messages answered within 24 hours, every day of the week. Late responses feed directly into account health.
Small sellers usually breach this at weekends and during holidays, which is exactly when message volume rises.
Order defect rate
Negative feedback, A-to-Z claims and chargebacks all feed the ODR. Most A-to-Z claims are avoidable and start as a message that went unanswered for two days.
Handling the message well is cheaper than handling the claim.
What we handle
- Buyer messages within the 24-hour window
- Returns, refunds and replacement decisions
- A-to-Z claim responses and evidence
- Negative feedback removal requests where eligible
- Product review policy violations reported
- Safety and defect complaints escalated properly
- Pre-purchase questions that drive conversion
- Message templates built around your actual products
Pre-purchase questions are worth calling out. A buyer asking whether something fits their model is close to buying, and a fast specific answer converts. Most sellers treat these with the same urgency as a complaint, which is to say not much.
How we work
Learn the products
Support that is fast but wrong causes returns. We build a reference of specifications, compatibility, common failure points and what your policy actually is on each type of request.
Agree the decision rules
When to refund without a return, when to replace, when to escalate to you. Clear thresholds mean most cases are resolved immediately rather than waiting on an email to you.
Run the queue
Messages answered within the window, returns processed, claims responded to with evidence, and feedback removal requested where Amazon's criteria are met.
Feed the problems back
Recurring complaints are product or listing problems, not support problems. We report the patterns so the underlying cause gets fixed — often through a listing change.
Coverage and languages
Our team is based in Karachi, which covers the UK working day comfortably and the US day into the evening. Weekend cover is included, because the response-time metric does not pause. Support is in English; for other marketplaces we will tell you honestly where we can and cannot cover the language properly rather than running messages through a translator and hoping.
Common questions
Do you respond as my brand?
Yes. Messages go out under your brand name and in your tone, using templates we agree with you. Buyers never see an agency.
Can you remove negative feedback?
Where it meets Amazon's removal criteria — feedback that is really a product review, contains a personal detail, or concerns an FBA fulfilment issue — yes, and we request it promptly. Feedback that is simply an unhappy customer's honest opinion cannot be removed by anyone, and agencies claiming otherwise are describing something against Amazon's policy.
What about A-to-Z claims?
We respond with the order evidence inside Amazon's window. Claims answered properly and quickly are frequently found in the seller's favour; claims left unanswered are automatically granted and count against your ODR.
Do you handle phone calls?
Amazon buyer contact is through the platform's messaging system, so no phone support is needed for Amazon itself. For eBay we handle the equivalent message queue.
Is there a message volume limit?
The retainer is scoped to expected volume and reviewed if it changes materially — a seasonal spike is normal and included; a fivefold permanent increase means a rescope, and we would tell you rather than quietly degrade the service.
Protect the metrics that keep you selling
Send us your storefront link. The free audit covers your response times, feedback profile and the account health risks we can see from outside.