After failing to find what I wanted via google searches, I asked the Gemini AI this questions:
Where is the “Customer questions & answers section”? Amazon’s help pages also mention it, but I can’t find it on either the desktop Amazon site, or the Amazon app on my phone.
This is the answer I got:
The reason you can’t find the “Customer questions & answers” section is that Amazon has officially removed the static Q&A list from the product detail page on both desktop and mobile.
As of 2026, the Q&A section has been fully replaced by Rufus (Amazon’s AI) and a “keyword-only” search bar. The old scrollable feed where you could see everyone’s questions at once is gone.
Where is it “hidden” now?
To see actual human questions and answers, you now have to follow a specific path through the AI:
Search first: In the “Looking for specific info?” box (usually located above the reviews), type a specific keyword related to your question.
The “Show related” Link: After Rufus gives you an AI-generated answer, look directly below its response. You should see a link that says: “Show related customer Q&As and reviews.”
The Expanded View: Clicking that link is the only way to open a side-panel or secondary page that lists actual human-written questions and answers.
Can you still find “Unanswered” questions?
The short answer is no, not via the product page itself. Amazon has transitioned to a “Closed Loop” system:
For Customers: You can no longer browse a list of “pending” questions to answer them voluntarily. Amazon only wants you to answer a question if they specifically email you a “Can you help this fellow customer?” request.
For Sellers: Even in Seller Central, the dedicated Q&A dashboard has been deprecated. Sellers are now expected to monitor their email notifications or hope Rufus pulls the correct info from their product description.
Why did they do this?
Amazon’s internal data suggested that the public Q&A feed was “poorly optimized” and often filled with outdated information (e.g., an answer from 2018 about a product that has since been redesigned). By forcing everything through Rufus, Amazon ensures:
Instant Answers: Customers don’t have to wait 24 hours for a human to reply.
Information Control: They can prioritize “Review Highlights” and AI summaries over potentially contradictory community answers.
The Bottom Line: If you don’t have an email from Amazon asking for help, there is currently no official UI element left on the site that allows you to browse for unanswered questions. They have effectively turned the community Q&A into a “private inquiry” system managed by AI.
Wonderful! Thanks for making my dislike of Amazon increase!
PS - Rufus suxs! It’s still giving incorrect “help”. Vis:
This no longer works at all.