The Customer Service by Amazon (CSBA) fee is charged on each seller-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 seller-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 seller-fulfilled units, your CPU for the period would be 4% (40/1,000).
|CPU range||<=5%||>5% & <=15%||>15% & <=30%||>30%|
|Fee rate (per seller-fulfilled shipped unit)||€0.09||€0.41||€1.09||€2.55|
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 €0.09 per seller-fulfilled shipped unit. We will charge you a standard fee rate of €0.41 per seller-fulfilled unit in some cases when your CPU performance is unknown or unreliable (for example, CPU >15% but 30 or fewer seller-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.
|Previous three months||Customer inquiries (contacts) handled by CSBA||40||40||200|
|seller-fulfilled units shipped by the seller||1000||400||1000|
|CPU (contacts/seller-fulfilled units)||4%||10%||20%|
|Current month||Fee tier||1||2||3|
|Fee rate (€ per seller-fulfilled unit)||€0.09||€0.41||€1.09|
|seller-fulfilled units shipped by the seller||500||500||500|
|Total CSBA charge (fee rate * seller-fulfilled units)||€45||€205||€545|
All fees are exclusive of VAT and other taxes that are payable by the seller. The examples above are only a guide in evaluating CSBA. Amazon does not warrant the accuracy of the calculations.
As part of our continued efforts to delight customers with a great customer experience, we are offering free CSBA service to eligible sellers. We reserve our right to amend, extend or terminate the promotion at any time. We will notify you of any such changes. You can opt-out of CSBA at any time.
To get free CSBA service, you must:
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 your VTR is 95% or higher, 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 requirement and have a CPU of 10%, your next month fee rate will be €0.20 (that means discounted by 50%). You will be charged according to your regular monthly fee rate if you do not meet the VTR requirement.
|CPU range||<=5%||>5% & <=15%||>15% & <=30%||>30%|
|Discounted fee rate (per seller-fulfilled shipped unit)||€0.00||€0.20 (50% discount)||€0.81 (25% discount)||€2.16 (15% discount)|
All fees are exclusive of VAT and other taxes that are payable by the seller.
Opt-in or Opt-out of CSBA
For more information, visit the CSBA Help page with details about the program and opt-in and opt-out information.
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.
Similar to referral fees, the CSBA fee is charged when you ship a seller-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 seller-fulfilled unit shipped in that particular month. For example, if your fee rate for October is €0.09, then we will charge you €0.09 on each seller-fulfilled unit you ship in October.
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, refer to VTR policy page.
We will determine your promotions eligibility every month based on your Valid Tracking Rate (VTR) 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.
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 €0.41 per seller-fulfilled unit, until we have enough information to decide your fee tier.
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 seller-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.
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:
Return, Refund, and Cancelation
You can see the CSBA fee charge by going to the Payments Dashboard. Also, on the Payments Dashboard, you can view the following:
You can view the CSBA fees per shipped quantity for their seller-fulfilled orders by viewing Amazon fees in the graph.
You can view the CSBA fees per shipped quantity for your seller-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.
You can take the following actions in the All Statements page:
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.