Customer Service by Amazon is a paid service where Amazon takes care of customer service on your behalf for your seller-fulfilled orders. We will direct customer inquiries for these orders to Amazon Customer Service so that you do not need to handle them yourself. At this time, CSBA is available to select sellers on an invitation-only basis and by default to newly registered sellers on Amazon.com. You will enjoy a 30-day free trial after joining CSBA for the first time. After your 30-day trial, you will be charged the CSBA fee per seller-fulfilled shipped unit based on your customer service performance. You can opt-out of CSBA at any time.
The CSBA fee is charged on each self-fulfilled shipped unit according to your customer service performance, which is measured by Contacts per Unit (CPU). For more information, go to Customer Service by Amazon fees.
To use CSBA, you will need to do the following:
This redirects you to the opt-in page with information about the CSBA service.
Once you enroll, you will be able to view this service as Active under the Your Services section.
At this time, CSBA is an invitation-only program for existing sellers. If you are interested in CSBA, click CSBA Overview.
Newly registered sellers on Amazon.com are enrolled in CSBA by default. You can opt-out of the program at any time.
CSBA provides customer service for all post-order queries for your seller-fulfillment orders except queries related to Invoice and Product Customization. CSBA does not provide customer service for pre-order customer inquiries. To handle these types of inquiries, use the Buyer-Seller Messaging Service.
Yes, you still need to answer pre-order inquiries or Fulfillment by Amazon (FBA) order related inquiries in the Buyer-Seller Messaging Service. CSBA only supports post-order queries for your self-fulfillment orders. If a customer contacts you for a self-fulfillment order related inquiry, transfer it to the CSBA team and they will handle it on your behalf. US-based sellers can reach the CSBA team at email@example.com and China based sellers can reach us at firstname.lastname@example.org.
CSBA provides high-quality, real-time customer service by Amazon through phone, instant message, and email channels. In some cases, the CSBA team will need to work with you to find a resolution and reply to the customer. Our commitment to the customer is typically within two days.
CSBA uses the standard Amazon return policies to handle customer returns. Out of country sellers are required to follow the Customer returns for international sales when addressing returns and refunds.
You will be able to receive and reply to messages from the CSBA team in your Case Log in Seller Central. You will also receive CSBA notifications in your default email address in your Seller Central account.
No. We do not share communication history between CSBA and the customer. Communications for customer service are not recorded in Seller Central and cannot be viewed by you. Contact Selling Partner Support (SPS) from Contact Us on Seller Central, if you have questions regarding resolution of the order.
When Amazon issues a refund to a customer and you think that you should not be held financially responsible for the charge, you may file a claim for reimbursement via the Seller Assurance for e-commerce Transactions (SAFE-T). Amazon can reimburse you, if your claim meets the criteria in the Customer Service by Amazon refund reimbursement policy.
CSBA will try to answer a customer inquiry based on information available on the product detail page. If we cannot solve a customer's inquiry, we will send a message to your account via Case Log for further assistance. We encourage you to review and update the product detail page regularly to ensure the quality of the content when viewed by customers and customer service.
You can contact Selling Partner Support (SPS) from Contact Us on Seller Central.