Customer service by Amazon (CSBA)
We believe that outstanding customer service is the cornerstone of a successful business. CSBA is a fee-based program that grants you access to Amazon's customer service network for handling customer inquiries related to your self-fulfilled orders.
The advantage of having Amazon Customer Service is that it manages all aspects, A-to-z Guarantee claims, Order Defect Rates (ODR), and negative reviews, and customer calls via phone, instant message, and email in response to changing demands, such as during holiday periods.
The CSBA fee is determined based on your customer service performance, measured by Contacts per Unit (CPU). CPU represents the number of customer inquiries Amazon handles on your behalf per total seller-fulfilled shipped units.
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). Amazons tracks calls, instant messages, emails, and other interactions to assess your CPU.
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 based on your previous three-month’s CPU. Amazon will charge the fee rate on each seller-fulfilled unit shipped in that particular month. If your fee rate for October is $0.10, then you will be charged $0.10 on each seller-fulfilled unit you ship in October.
For cases where CPU performance is unknown or unreliable (e.g., CPU >15% but 30 or fewer seller-fulfilled units shipped in the previous three months), we apply a standard fee rate of $0.25 per seller-fulfilled 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.
The CSBA fee structure guarantees transparency and offers opportunities for promotions and discounted rates depending on your performance. Embracing CSBA empowers you to deliver exceptional customer service, minimize negative feedback, and navigate the constantly expanding Amazon marketplace with certainty.
Try Before You Commit: Customer Service by Amazon is a paid, voluntary service that offers a 30-day free trial upon initial enrollment. Following the trial period, you will incur the CSBA fee per seller-fulfilled shipped unit, determined by your customer service performance. You have the flexibility to opt-out of CSBA at any time!
Don't miss this opportunity to try Customer Service by Amazon and reduce negative feedback, and confidently navigate the ever-expanding Amazon marketplace.