Should we use the Amazon Customer Service for our FBM
I was wondering if anyone has used Amazon's customer service support for their Fulfilled by Merchant (FBM) orders. We are currently below the 3% threshold, so it wouldn't incur any costs to allow Amazon to manage our customer service inquiries. Any feedback about this would be most helpful.
Here is the message I received from the salesperson:
Dear Seller,
I hope you are doing well.
I’m reaching out to invite you to explore Customer Service by Amazon (CSBA) — Amazon’s official customer service solution for Seller Fulfilled Orders (FBM). This program manages all post-purchase buyer inquiries on your behalf.
With CSBA, your customers receive 24/7 multilingual support via phone, chat, and email. You gain access to a dedicated performance dashboard, 100% A-to-Z claims protection, and improved operational efficiency.
The program currently supports over 380,000 sellers globally, with participants reporting a 37% reduction in negative feedback.
If you’re interested in learning more, please use the link below to schedule a meeting at your convenience.
Explore CSBA: Benefits and Next Steps
Should we use the Amazon Customer Service for our FBM
I was wondering if anyone has used Amazon's customer service support for their Fulfilled by Merchant (FBM) orders. We are currently below the 3% threshold, so it wouldn't incur any costs to allow Amazon to manage our customer service inquiries. Any feedback about this would be most helpful.
Here is the message I received from the salesperson:
Dear Seller,
I hope you are doing well.
I’m reaching out to invite you to explore Customer Service by Amazon (CSBA) — Amazon’s official customer service solution for Seller Fulfilled Orders (FBM). This program manages all post-purchase buyer inquiries on your behalf.
With CSBA, your customers receive 24/7 multilingual support via phone, chat, and email. You gain access to a dedicated performance dashboard, 100% A-to-Z claims protection, and improved operational efficiency.
The program currently supports over 380,000 sellers globally, with participants reporting a 37% reduction in negative feedback.
If you’re interested in learning more, please use the link below to schedule a meeting at your convenience.
Explore CSBA: Benefits and Next Steps
29 replies
Seller_roNdLQpqbVoOH
Should we use the Amazon Customer Service for our FBM
Do you EVER come to the forums to keep up-to-date with seller issues on Amazon?
I think it's about time you did.
What the 🔥 is wrong with you?
Seller_HRcJa1gdGHeov
Simple rule of thumb, use Amazon as little as possible; they literally over sell and underperform EVERYTHING they do. I have not seen 1 program they have rolled out in the last 5 years that I would honestly say works even remotely the way it was intended.
Seller_XHjmlt52qOpHi
As a seller, I’m shocked how little amazon seller support knows. There is no way I will trust they will take care of my customers.
Seller_aR3hgsKpsi9Co
Only if you want to lose money. I wouldn't let Amazon employees suck out my septic tank with straws.
Seller_o3uJtmyj7XAC7
CSBA is meaninglessness and unhelpful. All they can do is refund, all the problems are refund. Even when the buyer try to contact you to solve the problem for an instruction, they just issue the full refund without reading a word of the message. They are very ridiculous.
Seller_ZdSYSo4PjYnje
Don't do it!
I tried for a week, and they started issuing refunds for no valid reason using the general adjustment option, which doesn't allow you to submit a Safe T claim. If you want Amazon to give you your money, do it! It's pointless to purchase shipping through Amazon. They still issue refunds, and they don't cover them; they are debited from your account.
Seller_XvFEUPHS4TwMZ
For us it works. We keep our account in great shape that allows the CSBA to be no charge to us. If a customer contacts us we give refunds or free goods, no questions asked. So Amazon does what we would do anyways. If you sell high priced products you may wish to second think this. Amazon will give the farm away on your behalf. Making customer service easy for your customers is one way to stand out over your competitors.
Danny_Amazon
Hello @Seller_kvThVlwzQqXAu- and thank you for looking to the seller forums for some guidance!
In case you do look to expand using the CSBA service, I wanted to make sure you had the localized policy pages and terms and conditions within easy reach in case it does help. If you have any specific questions on the program, please also let me know!
Best,
Danny
Seller_4mtlGtoHN5tIN
Never, check the endless threads on how disastrous and insufficient CSBA is. Total nightmare and another ScAmazon service designed to take your hard earned money.
Seller_LTNvvFJ2jqJOv
NO! unless you just want to give away half your inventory to scammers
