Just got this email - when I read it (and stopped fuming) - its just another way for Amazon to support the scammers and rip off 3P sellers. Read on and I will give my understanding of what this means (and costs).
Customer Service by Amazon: Delegate customer service for your self-fulfillment orders to Amazon
You are invited to join Customer Service by Amazon (CSBA). CSBA is a paid service where Amazon takes care of customer service on your behalf for your self-fulfillment orders. We will direct customer inquiries for these orders to Amazon Customer Service so that you do not need to handle them.
To join CSBA now and utilize Amazon’s expertise to provide your customers a delightful post-order customer experience, sign up here –
- CSBA improves customer experience by providing a 24-hour, high-quality customer service throughout the year.
- CSBA supports customers in the marketplace-supported language via phone, instant message, and email.
- CSBA’s high-quality customer service can help you reduce A-to-z Guarantee claims, Order Defect Rates (ODR), and negative reviews.
- CSBA can help you remove your customer service burdens by managing customer service in response to changing demands (for example, during the holiday period).
- CSBA saves time and reduces customer service cost.
For more information about CSBA, go to CSBA help page.
You will enjoy 30 days of free trial period when you join CSBA first time. After your free trial, you will be charged CSBA fee per self-fulfilled shipped unit based on your customer service performance. You can opt-out of CSBA at any time. For more information, go to CSBA Fees page.
We’re here to help.
The Amazon Services team
Here is my take on this:
This is a paid service designed to take more money from us with the illusion that it is saving us time and effort while reducing A to Z Claims, Order Defect Rates and negative reviews by “handling” communications with buyers, etc. Its like when you buy a car and see a line under “fees” titled “ADP”. They tell you is a fee to process the necessary documents. It means “Additional Dealer Profit.”
Looking at the fee schedule, its a sliding scale based on the percentage of “customer contacts”. So the more “customer contacts” you have the more money you pay - but NOT per contact but per sale during the 3-month or 1-month period you fall into. As an example - if you have 100 sales per day and have 1 “customer contact” per week you would fall into the lowest fee range of 10-cents. But that is not 40-cents for the month (4 customer contacts in a 28-day period) but $280.00 because although there were only 4-contacts you made 2800 sales (10-cents per sale translating into $70.00 per contact), With more contacts (using my 2800 sales per 28 days as the constant example) your new “fee” could be as high as 70-cents per sale or $1960.00 per month or roughly $23.500 per year assuming no sales growth.
And does anyone really expect Amazon’s “team” to be on YOUR side?
And if you are in the 70-cents range you stay there for a minimum of 3-months before reevaluation (in the 10-cents range you are reevaluated every month so Amazon can jump up the fees as soon as possible).
Right now this is voluntary. How long before it becomes mandatory?