Launching CSBA Rewards: Amazon’s world-class customer service network now available at discounted prices for eligible sellers
Customer Service by Amazon (CSBA) is a paid program that allows you to leverage Amazon’s customer service network to manage customer inquiries on your self-fulfilled orders.
With CSBA rewards, we are now offering CSBA service for free or at discounted rates to sellers who meet the following requirements:
- Ensure customers know where their packages are by offering valid tracking information and maintain a Valid Tracking Rate (VTR) of 95% or higher
- Streamline the customer returns process through Amazon Prepaid Return Label (APRL) program and maintain APRL rate of 95% or higher
If you are eligible and maintain Contact Per Unit (CPU) of less than or equal to 5%, you will receive free CSBA service each month. In case you have CPU higher than 5%, you will still benefit through fee rates discount ranging from 15% to 50% depending on your CPU tier.
To learn more, visit Customer Service by Amazon Fees
Launching CSBA Rewards: Amazon’s world-class customer service network now available at discounted prices for eligible sellers
Customer Service by Amazon (CSBA) is a paid program that allows you to leverage Amazon’s customer service network to manage customer inquiries on your self-fulfilled orders.
With CSBA rewards, we are now offering CSBA service for free or at discounted rates to sellers who meet the following requirements:
- Ensure customers know where their packages are by offering valid tracking information and maintain a Valid Tracking Rate (VTR) of 95% or higher
- Streamline the customer returns process through Amazon Prepaid Return Label (APRL) program and maintain APRL rate of 95% or higher
If you are eligible and maintain Contact Per Unit (CPU) of less than or equal to 5%, you will receive free CSBA service each month. In case you have CPU higher than 5%, you will still benefit through fee rates discount ranging from 15% to 50% depending on your CPU tier.
To learn more, visit Customer Service by Amazon Fees
66 replies
Seller_jZWpyInw8RkYT
Opt-in to CSBA
Please use the link below to opt-in to CSBA. This will redirect you to the CSBA program page.
Seller_ZDGgATBGegBqy
Wait…what???
You want me to pay to have CS give my stuff away?
Why should I pay for this?
They already do it for free.
Seller_gCwbj4GJESzqq
How about you focus on providing real support to the sellers via humans like it used to be??
Seller_3hVj9IvtVRWiA
Other instructions for Opt-In located here: (we have not used this service ourselves)
How do I opt-in to CSBA?
- On Seller Central, go to Account Info.
- In the Your Services section, select Manage .
- In the You are signed up for section, select Ready to Opt-in .
This will redirect you to the opt-in page with information about the CSBA service.
- Select Opt-in Now .
Once you enroll, you will be able to view this service as Active under the Your Services section.
And if needed,
How can I opt-out of CSBA?
- In Seller Central, go to Account Info.
- In the Your Services section, select Manage .
- In the You are signed up for section, select Opt-out of CSBA next to Customer Service by Amazon .
- Select Opt-out now .
Seller_JSkKTxOgzk1ON
“Amazon’s world-class customer service network”
Seller_TiWfa4P5EnqOB
Customer: “Hi so I got my product it’s fine but I was just wonderi…”
Agent: “No problem at all. I completely understand your concern about this issue. Let me process a replacement for you right away. Is there anything else I can do for you?”
Amazon: “This is world-class”
Seller_qnZXmFAgHxi82
Amazon sucks with seller support, wth would I want them dealing with my customers?!?! LOL
Seller_vVd1bWm3E084w
When customers ask you questions about how to use the product just refer them to amazon customer service. You are just paying them to hit the refund button for you.
Seller_2RiEpTSsu9Aoo
So if I understand correctly, Amazon is basically offering their CSRs to answer your inquiries.
Given the stellar reputation of seller support, I think most people will pass on this.
Seller_7iQjFTabKHqyC
A few questions-
I went to the payments page and there appears to be no information on customer contacts on this page. Can you provide more specific directions how we can locate this information? Can you also allow us to access a historical perspective. Data from the holiday period may be very different than other times of year because higher number of inexperienced buyers.
This is very poor time of year to be making this change. For most sellers and Amazon itself find the fourth quarter and January are the busiest time of year.
I’d like to better understand what are the implications of opting out.
You appear to have not explained what is a unit. It is an order or is it a sales unit? So if I have ship one order in one package that has 3 identical products what is the charge and what is it based on?
'Is it only when customer service is contacted that we pay. For example do we pay a fee when email is sent directly to us. Do we pay if buyer goes to request the pre-paid return label through their signed on account? Do we have to pay when the buyer is inquiring information about the product that we have not been allowed to modify. Or inquiring about a discount, etc.
These instructions seem to imply that you are not supporting the foreign service or the military. Tracking always drops off when package enters the APO systems, we would get dinged for every such order we fulfill.
Is there a way we can get our customer service number shown to buyers so we can clearly opt out from your world class customer service that we see as not very great for our products? We have long seen that your agents just note what the customer says and forwards the message to us? Maybe there is other inquires that they are addressing but we do not see, but clearly for inquires we are seeing the majority are these pass alongs where they are adding no value in fact they are delaying the buyer getting a response!
The second or third most frequent inquiry is where is my money? 99% of the time we have to refer them back to customer service because we really can not tell them where you put their refund. Note nearly always these inquires come through customer service who could see if they bothered to look it up that we have authorized the refund and funds have been deducted from our account thus your outstanding customer service is wasting both the buyer and us.
We would hope that you are allow adjustments to price alerts to account for these additional fees since you seem to not account for the recent USPS holiday fee increases, pick up fees that you negotiated out of your Amazon shipping rates, higher shipping costs of products to us, Maine product packaging fees, etc.
Can you also provide the rationale for this per use fee while deciding to not include it in the monthly fee or the per sale fee? Can you provide a calculation so we can figure out how to calculate total cost so we can determine price that actually includes a profit?
If this sounds like I am upset it is because I am. Stop implementing policies that any junior high student would recognized as poorly defined with NO implementation plan that NO understanding of what the impacts will be you get a D.
Launching CSBA Rewards: Amazon’s world-class customer service network now available at discounted prices for eligible sellers
Customer Service by Amazon (CSBA) is a paid program that allows you to leverage Amazon’s customer service network to manage customer inquiries on your self-fulfilled orders.
With CSBA rewards, we are now offering CSBA service for free or at discounted rates to sellers who meet the following requirements:
- Ensure customers know where their packages are by offering valid tracking information and maintain a Valid Tracking Rate (VTR) of 95% or higher
- Streamline the customer returns process through Amazon Prepaid Return Label (APRL) program and maintain APRL rate of 95% or higher
If you are eligible and maintain Contact Per Unit (CPU) of less than or equal to 5%, you will receive free CSBA service each month. In case you have CPU higher than 5%, you will still benefit through fee rates discount ranging from 15% to 50% depending on your CPU tier.
To learn more, visit Customer Service by Amazon Fees
Launching CSBA Rewards: Amazon’s world-class customer service network now available at discounted prices for eligible sellers
Customer Service by Amazon (CSBA) is a paid program that allows you to leverage Amazon’s customer service network to manage customer inquiries on your self-fulfilled orders.
With CSBA rewards, we are now offering CSBA service for free or at discounted rates to sellers who meet the following requirements:
- Ensure customers know where their packages are by offering valid tracking information and maintain a Valid Tracking Rate (VTR) of 95% or higher
- Streamline the customer returns process through Amazon Prepaid Return Label (APRL) program and maintain APRL rate of 95% or higher
If you are eligible and maintain Contact Per Unit (CPU) of less than or equal to 5%, you will receive free CSBA service each month. In case you have CPU higher than 5%, you will still benefit through fee rates discount ranging from 15% to 50% depending on your CPU tier.
To learn more, visit Customer Service by Amazon Fees
Launching CSBA Rewards: Amazon’s world-class customer service network now available at discounted prices for eligible sellers
Customer Service by Amazon (CSBA) is a paid program that allows you to leverage Amazon’s customer service network to manage customer inquiries on your self-fulfilled orders.
With CSBA rewards, we are now offering CSBA service for free or at discounted rates to sellers who meet the following requirements:
- Ensure customers know where their packages are by offering valid tracking information and maintain a Valid Tracking Rate (VTR) of 95% or higher
- Streamline the customer returns process through Amazon Prepaid Return Label (APRL) program and maintain APRL rate of 95% or higher
If you are eligible and maintain Contact Per Unit (CPU) of less than or equal to 5%, you will receive free CSBA service each month. In case you have CPU higher than 5%, you will still benefit through fee rates discount ranging from 15% to 50% depending on your CPU tier.
To learn more, visit Customer Service by Amazon Fees
66 replies
66 replies
Seller_jZWpyInw8RkYT
Opt-in to CSBA
Please use the link below to opt-in to CSBA. This will redirect you to the CSBA program page.
Seller_ZDGgATBGegBqy
Wait…what???
You want me to pay to have CS give my stuff away?
Why should I pay for this?
They already do it for free.
Seller_gCwbj4GJESzqq
How about you focus on providing real support to the sellers via humans like it used to be??
Seller_3hVj9IvtVRWiA
Other instructions for Opt-In located here: (we have not used this service ourselves)
How do I opt-in to CSBA?
- On Seller Central, go to Account Info.
- In the Your Services section, select Manage .
- In the You are signed up for section, select Ready to Opt-in .
This will redirect you to the opt-in page with information about the CSBA service.
- Select Opt-in Now .
Once you enroll, you will be able to view this service as Active under the Your Services section.
And if needed,
How can I opt-out of CSBA?
- In Seller Central, go to Account Info.
- In the Your Services section, select Manage .
- In the You are signed up for section, select Opt-out of CSBA next to Customer Service by Amazon .
- Select Opt-out now .
Seller_JSkKTxOgzk1ON
“Amazon’s world-class customer service network”
Seller_TiWfa4P5EnqOB
Customer: “Hi so I got my product it’s fine but I was just wonderi…”
Agent: “No problem at all. I completely understand your concern about this issue. Let me process a replacement for you right away. Is there anything else I can do for you?”
Amazon: “This is world-class”
Seller_qnZXmFAgHxi82
Amazon sucks with seller support, wth would I want them dealing with my customers?!?! LOL
Seller_vVd1bWm3E084w
When customers ask you questions about how to use the product just refer them to amazon customer service. You are just paying them to hit the refund button for you.
Seller_2RiEpTSsu9Aoo
So if I understand correctly, Amazon is basically offering their CSRs to answer your inquiries.
Given the stellar reputation of seller support, I think most people will pass on this.
Seller_7iQjFTabKHqyC
A few questions-
I went to the payments page and there appears to be no information on customer contacts on this page. Can you provide more specific directions how we can locate this information? Can you also allow us to access a historical perspective. Data from the holiday period may be very different than other times of year because higher number of inexperienced buyers.
This is very poor time of year to be making this change. For most sellers and Amazon itself find the fourth quarter and January are the busiest time of year.
I’d like to better understand what are the implications of opting out.
You appear to have not explained what is a unit. It is an order or is it a sales unit? So if I have ship one order in one package that has 3 identical products what is the charge and what is it based on?
'Is it only when customer service is contacted that we pay. For example do we pay a fee when email is sent directly to us. Do we pay if buyer goes to request the pre-paid return label through their signed on account? Do we have to pay when the buyer is inquiring information about the product that we have not been allowed to modify. Or inquiring about a discount, etc.
These instructions seem to imply that you are not supporting the foreign service or the military. Tracking always drops off when package enters the APO systems, we would get dinged for every such order we fulfill.
Is there a way we can get our customer service number shown to buyers so we can clearly opt out from your world class customer service that we see as not very great for our products? We have long seen that your agents just note what the customer says and forwards the message to us? Maybe there is other inquires that they are addressing but we do not see, but clearly for inquires we are seeing the majority are these pass alongs where they are adding no value in fact they are delaying the buyer getting a response!
The second or third most frequent inquiry is where is my money? 99% of the time we have to refer them back to customer service because we really can not tell them where you put their refund. Note nearly always these inquires come through customer service who could see if they bothered to look it up that we have authorized the refund and funds have been deducted from our account thus your outstanding customer service is wasting both the buyer and us.
We would hope that you are allow adjustments to price alerts to account for these additional fees since you seem to not account for the recent USPS holiday fee increases, pick up fees that you negotiated out of your Amazon shipping rates, higher shipping costs of products to us, Maine product packaging fees, etc.
Can you also provide the rationale for this per use fee while deciding to not include it in the monthly fee or the per sale fee? Can you provide a calculation so we can figure out how to calculate total cost so we can determine price that actually includes a profit?
If this sounds like I am upset it is because I am. Stop implementing policies that any junior high student would recognized as poorly defined with NO implementation plan that NO understanding of what the impacts will be you get a D.
Seller_jZWpyInw8RkYT
Opt-in to CSBA
Please use the link below to opt-in to CSBA. This will redirect you to the CSBA program page.
Seller_jZWpyInw8RkYT
Opt-in to CSBA
Please use the link below to opt-in to CSBA. This will redirect you to the CSBA program page.
Seller_ZDGgATBGegBqy
Wait…what???
You want me to pay to have CS give my stuff away?
Why should I pay for this?
They already do it for free.
Seller_ZDGgATBGegBqy
Wait…what???
You want me to pay to have CS give my stuff away?
Why should I pay for this?
They already do it for free.
Seller_gCwbj4GJESzqq
How about you focus on providing real support to the sellers via humans like it used to be??
Seller_gCwbj4GJESzqq
How about you focus on providing real support to the sellers via humans like it used to be??
Seller_3hVj9IvtVRWiA
Other instructions for Opt-In located here: (we have not used this service ourselves)
How do I opt-in to CSBA?
- On Seller Central, go to Account Info.
- In the Your Services section, select Manage .
- In the You are signed up for section, select Ready to Opt-in .
This will redirect you to the opt-in page with information about the CSBA service.
- Select Opt-in Now .
Once you enroll, you will be able to view this service as Active under the Your Services section.
And if needed,
How can I opt-out of CSBA?
- In Seller Central, go to Account Info.
- In the Your Services section, select Manage .
- In the You are signed up for section, select Opt-out of CSBA next to Customer Service by Amazon .
- Select Opt-out now .
Seller_3hVj9IvtVRWiA
Other instructions for Opt-In located here: (we have not used this service ourselves)
How do I opt-in to CSBA?
- On Seller Central, go to Account Info.
- In the Your Services section, select Manage .
- In the You are signed up for section, select Ready to Opt-in .
This will redirect you to the opt-in page with information about the CSBA service.
- Select Opt-in Now .
Once you enroll, you will be able to view this service as Active under the Your Services section.
And if needed,
How can I opt-out of CSBA?
- In Seller Central, go to Account Info.
- In the Your Services section, select Manage .
- In the You are signed up for section, select Opt-out of CSBA next to Customer Service by Amazon .
- Select Opt-out now .
Seller_JSkKTxOgzk1ON
“Amazon’s world-class customer service network”
Seller_JSkKTxOgzk1ON
“Amazon’s world-class customer service network”
Seller_TiWfa4P5EnqOB
Customer: “Hi so I got my product it’s fine but I was just wonderi…”
Agent: “No problem at all. I completely understand your concern about this issue. Let me process a replacement for you right away. Is there anything else I can do for you?”
Amazon: “This is world-class”
Seller_TiWfa4P5EnqOB
Customer: “Hi so I got my product it’s fine but I was just wonderi…”
Agent: “No problem at all. I completely understand your concern about this issue. Let me process a replacement for you right away. Is there anything else I can do for you?”
Amazon: “This is world-class”
Seller_qnZXmFAgHxi82
Amazon sucks with seller support, wth would I want them dealing with my customers?!?! LOL
Seller_qnZXmFAgHxi82
Amazon sucks with seller support, wth would I want them dealing with my customers?!?! LOL
Seller_vVd1bWm3E084w
When customers ask you questions about how to use the product just refer them to amazon customer service. You are just paying them to hit the refund button for you.
Seller_vVd1bWm3E084w
When customers ask you questions about how to use the product just refer them to amazon customer service. You are just paying them to hit the refund button for you.
Seller_2RiEpTSsu9Aoo
So if I understand correctly, Amazon is basically offering their CSRs to answer your inquiries.
Given the stellar reputation of seller support, I think most people will pass on this.
Seller_2RiEpTSsu9Aoo
So if I understand correctly, Amazon is basically offering their CSRs to answer your inquiries.
Given the stellar reputation of seller support, I think most people will pass on this.
Seller_7iQjFTabKHqyC
A few questions-
I went to the payments page and there appears to be no information on customer contacts on this page. Can you provide more specific directions how we can locate this information? Can you also allow us to access a historical perspective. Data from the holiday period may be very different than other times of year because higher number of inexperienced buyers.
This is very poor time of year to be making this change. For most sellers and Amazon itself find the fourth quarter and January are the busiest time of year.
I’d like to better understand what are the implications of opting out.
You appear to have not explained what is a unit. It is an order or is it a sales unit? So if I have ship one order in one package that has 3 identical products what is the charge and what is it based on?
'Is it only when customer service is contacted that we pay. For example do we pay a fee when email is sent directly to us. Do we pay if buyer goes to request the pre-paid return label through their signed on account? Do we have to pay when the buyer is inquiring information about the product that we have not been allowed to modify. Or inquiring about a discount, etc.
These instructions seem to imply that you are not supporting the foreign service or the military. Tracking always drops off when package enters the APO systems, we would get dinged for every such order we fulfill.
Is there a way we can get our customer service number shown to buyers so we can clearly opt out from your world class customer service that we see as not very great for our products? We have long seen that your agents just note what the customer says and forwards the message to us? Maybe there is other inquires that they are addressing but we do not see, but clearly for inquires we are seeing the majority are these pass alongs where they are adding no value in fact they are delaying the buyer getting a response!
The second or third most frequent inquiry is where is my money? 99% of the time we have to refer them back to customer service because we really can not tell them where you put their refund. Note nearly always these inquires come through customer service who could see if they bothered to look it up that we have authorized the refund and funds have been deducted from our account thus your outstanding customer service is wasting both the buyer and us.
We would hope that you are allow adjustments to price alerts to account for these additional fees since you seem to not account for the recent USPS holiday fee increases, pick up fees that you negotiated out of your Amazon shipping rates, higher shipping costs of products to us, Maine product packaging fees, etc.
Can you also provide the rationale for this per use fee while deciding to not include it in the monthly fee or the per sale fee? Can you provide a calculation so we can figure out how to calculate total cost so we can determine price that actually includes a profit?
If this sounds like I am upset it is because I am. Stop implementing policies that any junior high student would recognized as poorly defined with NO implementation plan that NO understanding of what the impacts will be you get a D.
Seller_7iQjFTabKHqyC
A few questions-
I went to the payments page and there appears to be no information on customer contacts on this page. Can you provide more specific directions how we can locate this information? Can you also allow us to access a historical perspective. Data from the holiday period may be very different than other times of year because higher number of inexperienced buyers.
This is very poor time of year to be making this change. For most sellers and Amazon itself find the fourth quarter and January are the busiest time of year.
I’d like to better understand what are the implications of opting out.
You appear to have not explained what is a unit. It is an order or is it a sales unit? So if I have ship one order in one package that has 3 identical products what is the charge and what is it based on?
'Is it only when customer service is contacted that we pay. For example do we pay a fee when email is sent directly to us. Do we pay if buyer goes to request the pre-paid return label through their signed on account? Do we have to pay when the buyer is inquiring information about the product that we have not been allowed to modify. Or inquiring about a discount, etc.
These instructions seem to imply that you are not supporting the foreign service or the military. Tracking always drops off when package enters the APO systems, we would get dinged for every such order we fulfill.
Is there a way we can get our customer service number shown to buyers so we can clearly opt out from your world class customer service that we see as not very great for our products? We have long seen that your agents just note what the customer says and forwards the message to us? Maybe there is other inquires that they are addressing but we do not see, but clearly for inquires we are seeing the majority are these pass alongs where they are adding no value in fact they are delaying the buyer getting a response!
The second or third most frequent inquiry is where is my money? 99% of the time we have to refer them back to customer service because we really can not tell them where you put their refund. Note nearly always these inquires come through customer service who could see if they bothered to look it up that we have authorized the refund and funds have been deducted from our account thus your outstanding customer service is wasting both the buyer and us.
We would hope that you are allow adjustments to price alerts to account for these additional fees since you seem to not account for the recent USPS holiday fee increases, pick up fees that you negotiated out of your Amazon shipping rates, higher shipping costs of products to us, Maine product packaging fees, etc.
Can you also provide the rationale for this per use fee while deciding to not include it in the monthly fee or the per sale fee? Can you provide a calculation so we can figure out how to calculate total cost so we can determine price that actually includes a profit?
If this sounds like I am upset it is because I am. Stop implementing policies that any junior high student would recognized as poorly defined with NO implementation plan that NO understanding of what the impacts will be you get a D.
