Customer Service by Amazon (CSBA) is an optional paid service for sellers that ship seller-fulfilled orders where Amazon manages your inquiries and returns on your behalf. Based on your feedback, we recently made the following improvements that give you more control over returns and smarter insights to grow your business:
More control over returns and fewer refunds
We’ve updated our process to reduce return-less refunds. Now, refunds without returns only occur when a customer reports a product not received by the promised date, a damaged or defective non-returnable item, or a product that’s unsafe to return. This protects your revenue and significantly reduces the need to file SAFE-T claims.
Automatic reimbursements for delivery-related claims
If you purchase claims-protected labels through Amazon Buy Shipping or Veeqo, we will now automatically pay for SAFE-T claims related to delivery issues. Goodwill refunds issued by us are also automatically reimbursed to your account – no action needed from you.
Easier to qualify for free CSBA
CSBA is free for the first 90 days and stays free when you maintain a Contacts per Unit (CPU) below 3%. We’ve removed the 95% Valid Tracking Rate requirement, making it easier to qualify. Plus, if you have fewer than 30 orders per quarter, CSBA is free with no exceptions.
All contacts in one place
When our Customer Service team needs your input, you’ll now receive alerts through Buyer-Seller Messages instead of email, so you can manage all Fulfillment by Amazon (FBA), Fulfillment by Merchant (FBM), and Seller Fulfilled Prime contacts in a single location.
Smarter insights with Gen-AI
AI-generated contact reasons now detail the specific customer concern, and daily CPU monitoring helps you identify patterns between customer issues and fulfillment data. Learn more through the CSBA insights dashboard.
To learn more and enroll, go to Customer Service by Amazon (CSBA).
Need Help Reducing Returns and Improving Customer Satisfaction?
At SIPRANSH ECOMMGROWTH, we help Amazon sellers leverage programs like Customer Service by Amazon (CSBA) to enhance the post-purchase experience and reduce unnecessary returns. From listing optimization and customer communication strategies to complete account management, our team helps you turn customer concerns into resolutions before they become returns. If you’re ready to improve retention, protect revenue, and grow your Amazon business, we’re here to help.
