Customer Service by Amazon is a paid program where Amazon takes care of customer service on your behalf for your self-fulfilled orders. We will direct customer inquiries to Amazon Customer Service so that you do not need to handle them yourself.
Amazon Customer Service will answer any inquiries from your customers directly, 24/7, via phone, chat, or email. Now it offers new features to help you save time, reduce refunds, and improve your customer experience. These enhancements are based on your feedback and available now to support your business growth.
Fewer refunds
We’ve updated our process to reduce instances where buyers are granted a refund without needing to return the product, which is known as a “return-less” refund. These changes ensure that return-less refunds only occur when the customer has not received the product by the promised timeline, they received a damaged or defective product that is non-returnable, or the product is unsafe to return. This reduces the need for you to file Seller Assurance for e-Commerce Transactions (SAFE-T) claims and protects your revenue.
Get time back from managing SAFE-T claims
You no longer need to manage SAFE-T claims for refunds related to delivery issues if you purchase ”claims protected” labels through Amazon Buy Shipping or Veeqo. Amazon will now automatically pay for these claims, saving you time to focus on growing your business. You also no longer need to manage SAFE-T claims for Goodwill refunds issued by Amazon. This amount will be automatically reimbursed into your account.
Maintaining the free program is now easier
Customer Service by Amazon is free for the first 90 days and continues to be free if you maintain a contacts-per-unit below 3%. We’ve also made it easier to qualify for the free program by removing the requirement of maintaining a 95% valid tracking rate.
Plus, the program is now free if you are a low-volume seller with fewer than 30 orders per quarter.
Manage all your contacts in one place
The Amazon Customer Service team will now alert you to follow up on a customer contact through Buyer-Seller Messages instead of email, making it easier to manage all contacts that require action for Fulfillment by Amazon (FBA), Fulfilled by Merchant (FBM), and Seller Fulfilled Prime in one place.
Smarter issue categorization with gen AI
You now get improved AI-generated contact reasons that highlight the customer’s concern and daily contacts-per-unit monitoring to help you identify patterns between customer issues and fulfillment data. Learn more through the Customer Service by Amazon insights dashboard.
