Overview

Amazon Product Support is a Seller Central program that gives sellers an opportunity to assist customers with common product issues before they resort to requesting a return. By enrolling products in this program, sellers can provide troubleshooting guidance, setup instructions, and replacement part options — ultimately reducing return rates, improving customer satisfaction, and extending the useful life of their products.

Key Points / What Sellers Need to Know

• Proactive Issue Resolution — Product Support lets sellers intercept the return process by offering customers helpful alternatives such as troubleshooting steps, feature walkthroughs, and parts replacements before a return label is generated.
• Customer-Initiated Access — When a customer begins a return for a supported product, Amazon surfaces the seller's enrolled support options on the customer's "Your Orders" page, giving them a clear path to get help instead.
• Common Support Scenarios — The program is designed to address the most frequent reasons customers seek help: product setup and feature guidance, troubleshooting technical issues, and requesting replacement parts for missing or broken components.
• Enrollment Is Product-Level — Sellers choose which products to enroll in the program, allowing them to focus on items where post-purchase support is most likely to prevent unnecessary returns.
• Return Cost Reduction — By resolving issues before they become returns, sellers can significantly lower the direct costs of return shipping, restocking, and lost inventory, as well as the indirect costs of negative reviews and lowered seller metrics.

How It Works

The Amazon Product Support program integrates directly into the customer return flow. When a buyer navigates to their "Your Orders" page and begins the process of returning an enrolled product, Amazon presents them with product support options that the seller has configured. Instead of immediately proceeding with a return, customers can choose to access troubleshooting resources, product setup guides, or request replacement parts. This intervention happens at a critical moment — right when the customer has decided they have a problem but before they have committed to sending the item back. By catching customers at this decision point, sellers have a genuine opportunity to resolve the issue and retain the sale.