Customer Service by Amazon
Let Amazon handle your customer service
Enroll in the Customer Service by Amazon program, and Amazon will take care of your customer service for your self-shipped orders so you can focus on growing your business. Get 30 days for free.
What is Customer Service by Amazon?
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. You will receive a monthly email summarizing the previous month's performance. Customer Service by Amazon is currently available for Amazon stores in the United States, Germany and Japan.
Sellers who are new to Customer Service by Amazon qualify for a 30-day free trial. Based on your customer service performance, you can continue using Customer Service by Amazon for free or at a lower rate, and you can opt out any time. Learn more about fees.
Amazon Customer Service will answer any inquiries from your customers directly, 24/7, via phone, chat, or email. You will receive a monthly email summarizing the previous month's performance. Customer Service by Amazon is currently available for Amazon stores in the United States, Germany and Japan.
Sellers who are new to Customer Service by Amazon qualify for a 30-day free trial. Based on your customer service performance, you can continue using Customer Service by Amazon for free or at a lower rate, and you can opt out any time. Learn more about fees.
200K+
Trusted by 200,000+ sellers worldwide
85%
Customer satisfaction rate with Customer Service by Amazon
82%
Requests from customers are resolved on first contact via Customer Service by Amazon
38%
Improvement in order defect rate for Customer Service by Amazon sellers after joining
37%
Improvement in negative feedback rate for Customer Service by Amazon sellers after joining
*The above data is from US sellers using Customer Service by Amazon from January 2022 to March
2022
Benefits of Customer Service by Amazon
Save time and effort
Reduce your customer service workload, even outside of working hours (e.g. evenings, weekends, holidays).
Improve performance
Reduce A-to-Z Guarantee claims, Order Defect Rates (ODR), and negative reviews.
24/7 Support
Provide real-time support for customers in their local time zone, even outside of working hours—including evenings, weekends, and holidays.
Local language
Provide customer service in the local language of the buyers, effectively eliminating language barriers.
How it works
Amazon will handle customer inquiries after you receive an order. Amazon Customer Service does not handle inquiries from customers who have not placed an order.
Once you receive a customer order...
- Any customer inquiries will be directed to Amazon Customer Service.
- We will provide 24/7 support for your customers via multiple platforms.
- In special circumstances, we will reach out to you to resolve a problem. In these cases you will receive an email from Amazon.
- At the beginning of each month, you’ll receive an email report with customer services metrics for the previous month—including total contacts, your contact per unit rate, and your fee for the month.
- You can opt out of the program at any time.
Recently, due to our mistake, our orders couldn’t be shipped on time. Your great support explaining to customers what happened and why helped us avoid negative feedback. Highly appreciated.Seller enrolled in Customer Service by Amazon
Frequently Asked Questions
What kind of customer inquiries are not included in Customer Service by Amazon (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.
How will Customer Service by Amazon handle customer inquiries?
CSBA provides high-quality, real-time support 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. Our commitment to the customer is typically within two days.
How does Customer Service by Amazon provide global coverage?
To support the more than 200k sellers active in Customer Service by Amazon today, we leverage a worldwide network of professional customer service agents located in more than 130 locations who provide 24/7 local language support across chat, phone, and mail channels. With this global approach, contacts are routed to various locations depending on the date and time they are received, and the type of inquiry. We take pride in our ability to provide great customer satisfaction (88% positive customer response rate) and continuously seek to improve through additional product features and agent training.
How does Customer Service by Amazon handle returns?
Customer Service by Amazon uses the standard Amazon return policies to handle customer returns. Out-of-country sellers are required to follow the customer returns policy for international sales when addressing returns and refunds. 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 Ecommerce Transactions (SAFE-T; Seller Central login required). Amazon may reimburse you, if your claim meets the criteria in the Amazon refund reimbursement policy (Seller Central login required).
How much does Customer Service by Amazon cost?
Sellers who enroll in Customer Service by Amazon for the first time get a free 30-day trial. After the trial ends, continue using Customer Service by Amazon for free or at a lower rate, based on your customer service performance. You can opt out any time. Learn more about fees.
How do I make the most of Customer Service by Amazon (CSBA)?
- Let us do the work for you! CSBA handles all contact with the customer. Note: if you initiate contact with a customer, CSBA can no longer support you or the customer with the inquiry or issue. This can confuse customers and increase your workload.
- Respond to requests in your Case Log within 24 hours. Answer as soon as possible to help ensure your customer receives a quick resolution.
- Include a valid tracking number with every shipment to increase your eligibility for free CSBA coverage.
How do I opt out of Customer Service by Amazon?
You can opt out of Customer Service by Amazon at any time. To do so, visit the manage Customer Service by Amazon service page and select opt-out for the desired marketplace (Seller Central login required).
Since we joined Customer Service by Amazon, we only need to respond to 5-10 inquires per week—a workload reduction of around 85%.Seller enrolled in Customer Service by Amazon
Let Amazon manage your customer service
Try Customer Service by Amazon today.
