Customer Service by Amazon for seller-fulfilled orders
What is Customer Service by Amazon (CSBA)?
Customer Service by Amazon is a paid service where Amazon takes care of customer service on your behalf for your self-fulfillment orders. We will direct customer inquiries for these orders to Amazon Customer Service so that you do not need to handle them yourself. At this time, CSBA is available to select sellers on an invitation-only basis. You will enjoy a 30-day free trial period when you join CSBA for the first time. After your free trial, you will be charged the CSBA fee per self-fulfilled shipped unit based on your customer service performance. You can opt-out of CSBA at any time.

CSBA Benefits

• CSBA helps improve customer experience by providing a 24-hour, high-quality customer service throughout the year.
• CSBA supports customers in the marketplace-supported language via phone, instant message, and email.
• CSBA’s high-quality customer service can help you reduce A-to-z Guarantee claims, Order Defect Rates (ODR), and negative reviews.
• CSBA can help you manage customer service in response to changing demands (for example, during the holiday period).
• CSBA helps you save time and may reduce customer service cost.

CSBA Fee
The CSBA fee is charged on each self-fulfilled shipped unit according to your customer service performance, which is measured by Contacts per Unit (CPU). For more information on the fee details, see the Customer Service by Amazon fees Help page.

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