The Seller Assistant is available on every page in Seller Center, so you can get help whenever you need it.
You can use it to ask questions about common processes such as returns, order processing, promotions and more. The bot searches our Help Centre articles and shows the most relevant answers based on your question, so you can get guidance without needing to leave Seller Center user interface.
If the Seller Assistant can’t help with your question, you can choose to lodge a ticket directly in the chat. This will create a ticket for our Helpdesk team, and someone from the team will review it and get back to you with further support.
23rd March Update - The Seller Assistant has been upgraded and can now help with order-related requests. To make this easier, there are now two quick buttons in the chat window so you can get to these tasks faster. If you need to check an order, you can enter the order number and the bot will review the latest order status and share the details with you. It can also help you cancel eligible order items directly in the chat.
Tracking an order
- Open the Seller Assistant from the homepage in Seller Center and start a new chat
- Type track order or track order: [order number]
- If you have not already entered the order number, the bot will ask for it
- The Seller Assistant will then show the latest order status and item details, including the item name, SKU and quantity
Example: Track order: ORD-123456
Cancelling item/s in an order
- Open the Seller Assistant from the homepage in Seller Center and start a new chat.
- Type cancel order or cancel order: [order number].
- If you have not already entered the order number, the bot will ask for it.
- The Seller Assistant will then show the latest order status and item details, and let you know whether the item is eligible for cancellation.
- Tell the bot which item(s) you want to cancel by providing either:
- the order item ID (recommended), or
- a short item description, for example Black sneakers size 42
- The Seller Assistant will then guide you through the rest of the process, including:
- checking whether the item can be cancelled
- asking you to confirm the cancellation
- prompting you to select a cancellation reason
- processing the cancellation and sharing the final status
Example: Cancel order: ORD-123456