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AMAZON MARKETPLACE INTEGRATION × NEXREPLY
Automate Amazon customer service with NexReply.
Do you sell through Amazon and find customer service taking up more and more time? NexReply's Amazon marketplace integration automates customer questions by email using real-time marketplace data from your Amazon seller account.
Many Amazon sellers receive the same questions about orders, shipping or returns every day. NexReply connects your customer service inbox directly to Amazon marketplace data so these questions can be answered automatically.
What is the Amazon Marketplace integration with NexReply?
The Amazon integration uses marketplace data to analyse and answer customer questions automatically. When a customer sends a message about an order, NexReply can retrieve relevant order information and incorporate it into an accurate email reply.
1
Automated analysis
NexReply reads incoming emails from Amazon buyers and immediately understands their intent, whether it is a tracking update or a return request.
2
SP-API Infrastructure
The direct integration creates an infrastructure in which marketplace customer enquiries are automatically enriched with up-to-date, reliable order and shipping data.
3
Lighten your support team's workload
Extensive automation means your support team spends less time on repetitive searches in Amazon Seller Central.
CONNECTED DATA
Direct access to your Amazon Seller Central data
NexReply synchronises in real time with all critical Amazon SP-API endpoints.
Amazon order status
Check whether an order is 'Pending', 'Unshipped' or 'Shipped' through the SP-API.
Shipping Status & Delivery Information
Information about when the parcel was handed to the carrier and the expected delivery time.
Tracking Information
Real-time tracking links and statuses connected to reputable carriers.
Returns status and information
Visibility into return requests, approved returns and refunds in Seller Central.
Customer and order references
Automatically match buyers to their encoded Amazon email address and unique order IDs.
Amazon SP-API endpoints
Full integration with Amazon's latest API infrastructure for stable data transfer.
REAL-TIME
How the Amazon marketplace integration works
When a customer asks a question, NexReply automatically analyses the content of the message. We check the context and retrieve live data from your Amazon Seller account via the Amazon SP-API.
Real-time status checks for outstanding shipments
Automatic feedback loop to close Amazon messages
No outdated snapshots, always live SP-API synchronisation
UNIQUE FEATURE:
Via the API, NexReply can communicate back to Amazon that customer enquiries have been answered and can be closed immediately in Seller Central. This significantly increases your account performance score!
AMAZON SP-API TELEMETRY
amz.spapi.orders [GET_ORDER]
Success - matching buyer ID
amz.spapi.shipping [FETCH_STATUS]
Carrier: DHL / Status: Shipped
nexreply.engine [COMPILE_REPLY]
Drafting personalised response in Dutch
amz.spapi.messaging [POST_MARK_RESOLVED]
Ticket marked as resolved & closed
PROCESS
From Amazon customer enquiry to automatic response with order data
Step-by-step automation of incoming marketplace communications.
1
Match customer & order
NexReply immediately matches the sender with the correct Amazon order via SP-API.
2
Check status
The platform retrieves the current order status to check whether the order has already been dispatched.
3
Retrieve carrier data
NexReply checks the carrier's live tracking information for delivery status.
4
Analyse events
We automatically check for exceptions such as partial deliveries or returns statuses.
5
Generate response
A personalised, accurate reply is prepared based on real-time facts.
6
Send & close
The reply is sent and the status in Amazon is immediately updated to closed.
QUESTION TYPES
Which Amazon customer queries can be answered automatically
Order status
• Where is my Amazon order?
• What is the status of my order?
• Has my order been dispatched yet?
Shipping & delivery enquiries
• Check shipping status
• Share tracking information
• Communicate expected delivery dates
Returns enquiries
• Has my return been received yet?
• When will my return be processed?
• When will I get my money back?
INFRASTRUCTURE
Automate marketplace customer service without a chatbot
Many companies try to automate marketplace customer service using chatbots or AI agents. In practice, these systems often operate without direct access to order data.
The disadvantages of traditional chatbots
Chatbots often guess the customer's intent without access to the actual systems. They cannot perform actions in Amazon or view real shipping statuses, which leads to customer frustration.
The NexReply approach
NexReply automates email rather than chat: the channel where most marketplace customer questions arrive. Thanks to the SP-API integration, NexReply replies exclusively on the basis of facts and up-to-date order data.
INFRASTRUCTURE OVER TEMPLATES
WHY
Why marketplace sellers use NexReply
01
60–80% Automated
Sixty to eighty per cent of all incoming standard queries about orders, delivery and returns are answered fully autonomously.
02
Reduced response times
Reduce your response time to just a few minutes. Effortlessly meet Amazon’s strict 24-hour SLA requirements for sellers.
03
Less manual work
Team members no longer need to look up order data manually in Seller Central. This saves hours of work every day.
ECOSYSTEM
Beyond Amazon: automation for multiple marketplaces and channels
Many e-commerce businesses sell through multiple marketplaces at the same time. NexReply connects them all.
Bol.com
Full integration with the bol partner API for order synchronisation.
NexReply connects to virtually any system where customer data is available via the API.
IMPLEMENTATION
Go live with Amazon in three steps
1
Connect SP-API credentials
Securely connect your Amazon Seller account via Amazon SP-API's secure authorisation.
2
Connect your customer service inbox
Connect your existing inbox (Zendesk, Trengo or Gmail) to receive incoming Amazon messages.
3
Set up instructions and go live
Set your preferred response rules, test the responses in draft mode and go live in a controlled manner.
RESULT
Real-world example: an Amazon customer question answered automatically
70%
Handled automatically
Resolved directly and correctly without intervention from a support agent.
< 2 min
Response time
Customers receive answers to their questions within minutes.
0
Manual lookups
No more manual searching in Seller Central.
"A customer sends the question: 'Where is my order? I have not received a shipping update yet.' NexReply recognises the question immediately, looks up the order via Amazon SP-API, checks the live tracking status and automatically sends the customer a correct reply with the DHL status. This saves our support team an enormous amount of time."
E-commerce Manager
Top-brand Amazon Seller
FAQ
Frequently asked questions about the Amazon integration
Can NexReply answer Amazon customer queries automatically?
Yes. Many recurring questions about orders, shipping and returns can be handled automatically using live data from the Amazon SP-API. More complex questions are forwarded directly to a support agent.
Does NexReply work with multiple Amazon marketplaces?
Yes. The integration can be used for various Amazon marketplaces across Europe and worldwide, including amazon.nl, amazon.de and amazon.fr.
Is NexReply a chatbot for Amazon customer service?
No. NexReply automates email customer service using marketplace data. The platform first retrieves real-time order information from the API, then composes a clear, factual email reply.
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