Customer service for seller-fulfilled orders

What is Customer Service by Amazon (CSBA)?

Customer Service by Amazon is a paid service where Amazon takes care of post-purchase customer inquiries on your behalf for your seller-fulfilled orders. You will enjoy a 30-day free trial period when you join CSBA for the first time. After the trial period, you will be charged a CSBA fee per seller-fulfilled shipped unit based on your customer service performance. If you meet the Valid Tracking Rate (VTR), you may also be eligible for free or discounted CSBA rates. You can opt out of CSBA at any time.

CSBA benefits

• CSBA improves the customer experience by providing a 24-hour, high-quality customer service throughout the year.
• CSBA supports customers in the store-supported languages via phone, instant message, and email.
• CSBA's 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 can help reduce your customer service cost.

The CSBA fee is charged on each seller-fulfilled shipped unit according to your customer service performance, which is measured by Contacts per Unit (CPU). For more information on fees and discounts, go to Customer Service by Amazon fees.

To use CSBA, you have to do the following:

• Agree to the Customer Service by Amazon Terms & Conditions.
• Be registered as a professional seller and agree to all Terms & Conditions by Amazon.
• Reply to CSBA inquiry. Amazon Customer Service will answer customer inquiries without requesting your input as much as possible. However, in some cases, CSBA will reach out to sellers for additional information. Sellers are required to reply to CSBA inquiry within 24 hours (including weekends and holidays). Otherwise, CSBA will handle the customer inquiry using its judgment to best serve the customer. Amazon Customer Service will communicate with sellers in German or Chinese.

• Amazon Customer Service follows standard Amazon return policies for handling customer inquiries. To ensure a consistent customer experience, Amazon requires CSBA sellers to set return policies that are at least as favorable as the Amazon return policies. CSBA sellers with superior return or refund policies that provide a better customer experience than Amazon's return policies should update their return policy page.
• Out of country CSBA sellers are required to follow the information on the Customer returns for international sales page.

How do I opt-in to CSBA?

1. On Seller Central, go to Account Info.
2. In the Your Services section, select Manage.
3. In the You are signed up for section, select Ready to Opt-in.

   This redirects you to the opt-in page with information about the CSBA service.

4. Select Opt-in Now.

   Once you enroll, you will be able to view this service as Active under the Your Services section.

If you are interested in CSBA, click here.

How can I opt-out of CSBA?

1. In Seller Central, go to Account Info.
2. In the Your Services section, select Manage.
3. In the You are signed up for section, select Opt-out of CSBA next to Customer Service by Amazon.
4. Select Opt-out now.

What kind of customer inquiries are not included in CSBA?

CSBA provides customer service for all post-order inquiries for your seller-fulfilled 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.

Do I need to handle Buyer-Seller Messages after using CSBA?

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 seller-fulfilled orders. If a customer contacts you for a seller-fulfilled order related inquiry, transfer it to the CSBA team and they will handle it on your behalf. Sellers based in Germany can contact the CSBA team at csba-de2de@amazon.de and sellers based in China can contact csba-cn2de@amazon.de.

How will CSBA handle customer inquiries?

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.

How will CSBA handle returns?

CSBA will use 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.

How will I receive communication from CSBA?

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.

Can I get the communication history between CSBA and customer?

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 from Contact Us on Seller Central, if you have questions regarding resolution of the order.

What happens, if CS refunds the customer but I don't think I should be held responsible for the refund?

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 may reimburse you, if your claim meets the criteria in the Customer Service by Amazon refund reimbursement policy.

How will CSBA answer product related customer inquiries?

CSBA will 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.

Whom should I contact if I have questions about CSBA?

You can contact Selling Partner Support from Contact Us on Seller Central.