Sell on Amazon Sign in
This article applies to selling in: United States

Customer Service by Amazon fees

The Customer Service by Amazon (CSBA) fee is charged on each self-fulfilled shipped unit according to your customer service performance, which is measured by Contacts per Unit (CPU). CPU is the number of order related customer inquiries (for example, calls, instant messages, and emails) that Amazon handled on your behalf per total self-fulfilled shipped units. For example, if Amazon handled 40 customer inquiries on your behalf in the previous three months in which you shipped 1,000 self-fulfilled units, your CPU for the period would be 4% (40/1,000).

Table 1. CSBA rate card
Fee tier 1 2 3 4
CPU range <=5% >5% & <=15% >15% & <=30% >30%
Fee rate (per self-fulfilled shipped unit) $0.10 $0.25 $0.50 $0.70

Your fee tier will be calculated based on your previous three-month’s CPU. For example, if your CPU from the previous three-months is 4%, your fee rate for this month would be $0.10 per self-fulfilled shipped unit. We will charge you a standard fee rate of $0.25 per self-fulfilled unit in some cases when your CPU performance is unknown or unreliable (for example, CPU >15% but 30 or fewer self-fulfilled units shipped in the previous three months). We will communicate your fee tier on the first day of every month. Your CSBA fee rate will reduce as you improve your customer service performance by reducing your customer contacts.

Note: The CSBA fee will be charged per self-fulfilled shipped unit regardless of the customer contact volume. Your Fulfillment by Amazon (FBA) or Seller-Fulfilled Prime (SFP) units will not be charged as part of CSBA.

Table 2. Fee rate calculation examples:
Example 1 2 3
Previous three months Customer inquiries (contacts) handled by CSBA 40 40 200
Self-fulfilled units shipped by the seller 1000 400 1000
CPU (contacts/self-fulfilled units) 4% 10% 20%
CPU range 0-5% 5-15% 15-30%
Current month Fee tier 1 2 3
Fee rate ($ per self-fulfilled unit) $0.10 $0.25 $0.50
Self-fulfilled units shipped by the seller 500 500 500
Total CSBA charge (fee rate * self-fulfilled units) $50 $125 $250

CSBA Promotions

As part of our continued efforts to delight customers with a great customer experience, we are offering free CSBA service to eligible Sellers for a limited amount of time. Learn more:

To get free CSBA service, you need to:


  1. Ensure customers know where their packages are by offering valid tracking information, and maintain a Valid Tracking Rate (VTR) of 95% or higher
  2. Streamline the customer returns process through Amazon Prepaid Return Label (APRL) program, and maintain APRL rate of 95% or higher
  3. Ensure a great customer service by maintaining Contacts per Unit (CPU) of 5% or lower

If you meet these requirements, you will receive free CSBA service for the next month. We will check your promotions eligibility every month and update your fee rate every month.

You can still benefit from the promotion even if you have more than 5% CPU:

If you meet the VTR and APRL requirements, you will still benefit from the promotion even if you have more than 5% CPU. You will receive CSBA service at discounted rates as per the following rate card. For example, if you meet VTR and APRL requirements and have a CPU of 10%, your next month fee rate will be $0.12 (i.e. discounted by 50%). You will be charged according to your regular monthly fee rate if you do not meet the VTR and APRL requirements.

Table 3. CSBA rate card for promotion eligible Sellers
Fee tier 1 2 3 4
CPU range <=5% >5% & <=15% >15% & <=30% >30%
Discounted fee rate (per self-fulfilled shipped unit) $0.0 $0.12 (50% discount) $0.37 (25% discount) $0.60 (15% discount)

Opt-in to CSBA

Please use the link below to opt-in to CSBA. This will redirect you to the CSBA program page.

Sign-up

Frequently asked questions

How will I know my fee rate?

You can see your CSBA fee charge by going to the Payments Dashboard. We will also communicate your monthly fee rate on the first day of every month through an email along with the customer inquiry details. We will also communicate your promotions eligibility status and discounted fee rates (if applicable) along with monthly fee email.

Important: The CSBA fee rate will be updated monthly based on your previous three-month’s CPU, which is the number of order related customer inquiries that Amazon handles on your behalf per self-fulfilled shipped unit.

When is the CSBA fee charged?

Similar to referral fees, the CSBA fee is charged when you ship a self-fulfilled unit. Your fee rate for the month will be decided on the first day of every month. We will charge the fee rate on each self-fulfilled unit shipped in that particular month. For example, if your fee rate for October is $0.10, then we will charge you $0.10 on each self-fulfilled unit you ship in October.

Note: You will receive 30-day free service to try CSBA after joining for the first time. The CSBA fee will be charged automatically after your 30-day free trial expires.

What is Valid Tracking Rate (VTR)?

Valid Tracking Rate (VTR) is defined as all packages with a valid tracking number as a percentage of total packages during a given 30-day time period. VTR only applies to seller-fulfilled orders. For more information, please refer to VTR policy page.

How is Amazon Prepaid Return Label (APRL) rate calculated?

Amazon Prepaid Return Label (APRL) program improves the customer returns process by providing prepaid return shipping labels on your behalf. APRL rate for CSBA promotions is defined as all return requests processed through the APRL program (or as returnless refunds) as a percentage of total return requests during a given 30 day time period. APRL is calculated only for seller-fulfilled orders.

You can improve APRL rate by providing domestic return address for self-fulfilled orders that will allow you to automatically offer APRL to your customers. For more information, please refer to PRL help page.

How will you determine promotions eligibility?

We will determine your promotions eligibility every month based on your Valid Tracking Rate (VTR) and Amazon Prepaid Return Label (APRL) performance in the previous 30 day time period. If eligible, you will either receive CSBA service for free or at discounted rates based on your CPU. If you do not meet the requirements, you will be charged according to your regular monthly fee rate.

What will be my fee rate if I am a new seller or I joined CSBA in the middle of the month?

You will receive a 30-day free trial after joining CSBA for the first time. Post your free trial, we will calculate your fee rate based on your available CPU in the previous three months. In some cases when your CPU performance is unknown or unreliable (for example, CPU >15% but 30 or fewer units in the previous three months), we will charge you as per the standard fee rate of $0.25 per self-fulfilled unit, until we have enough information to decide your fee tier.

What is Contacts per Unit (CPU)?

Contacts per Unit (CPU) is a way to measure your customer service performance. CPU is the number of contacts that are order related customer inquiries (for example, calls, instant messages, and emails) that Amazon handles on your behalf per self-fulfilled shipped unit. CPU calculation only includes order related customer inquiries handled by the CSBA team. It does not include FBA or SFP order related queries handled by Amazon or pre-order customer inquiries handled by you through the Buyer-Seller Messaging Service. We take the previous three months CPU data to decide your monthly fee tier as it improves CPU stability and reduces abrupt fee changes due to short-term customer service performance variations.

Can I reduce my fee rate?

Yes. You can reduce your fee rate by improving your CPU. CPU is a measure of customer service performance. As you perform better, your CPU will improve and your fee rate will be lowered. Here are some tips to help you improve your CPU:

Delivery experience

  • Provide valid tracking information to your order after shipment.
  • Select a carrier that provides end-to-end tracking information.
  • Set achievable shipping and delivery dates for your orders.
  • Ship the orders on time.

Return, Refund, and Cancelation

  • Show clear return and refund policies on the policy page.
  • Provide an accurate return shipping address.
  • If you can provide a better return and refund policy than Amazon’s standard policy, share it on your policy page.
  • Provide accurate stock volume information to avoid pre-fulfillment cancelation.

Product details

  • Provide accurate product information (for example, product color and size) and regularly update the product detail page.
  • Regularly update the frequently asked questions (FAQs) on the product detail page.
  • Improve packaging and product quality.

Where do I see the CSBA fee charged to my account?

You can see the CSBA fee charge by going to the Payments Dashboard. Also, on the Payments Dashboard, you can view the following:

Statement View

You can view the CSBA fees per shipped quantity for their MFN orders by viewing Amazon fees in the graph.

Transaction View

You can view the CSBA fees per shipped quantity for your self-fulfilled orders under in the Amazon fees column. You can also view the Transaction Details by clicking the total amount (displayed in $) of each order payment. You can view the CSBA fee listed beside Amazon fees at the same level as Referral Fee on Item Price.

All Statements

You can take the following actions in the All Statements page:

  • View Summary
  • Download Flat File V2 or Download Flat File

    You can download the payment details as a .txt file, and you can view one row of the payment for the CSBA fee.

  • Download XML

    You can download the payment details as a XML file. You can view the CSBA fees in XML, which can be seen after “Item Fee (Referral fee).”

Date Range Reports

Under Date Range Reports, when sellers click Generate Report, a pop-up screen is displayed with the option to select Summary or Transaction. When you select Transaction, you can download this information as a CSV file. In the CSV file, you can view the CSBA fee.

Sign in to use the tool and get personalized help (desktop browser required). Sign in


Reach Hundreds of Millions of Customers

Start Selling On Amazon


© 1999-2022, Amazon.com, Inc. or its affiliates