Amazon will provide CSBA service for free, sellers: Don’t use it

Yesterday, Amazon US issued an announcement stating that it will provide Amazon Customer Service (CSBA) to eligible sellers for free or at a discounted price .

Amazon said that Customer Service by Amazon ( CSBA) is a paid program that helps sellers use Amazon's customer service network to manage buyers' inquiries about self-delivered orders.

Through Customer Service by Amazon ( CSBA) Incentives, Amazon will now provide free or discounted Amazon customer service to sellers who meet the following requirements:

1. Sellers who provide valid tracking information and maintain a valid tracking rate (VTR) of 95% or higher ensure that buyers can check the location of their shipping packages at any time.

2. Sellers who simplify the customer returns process through the Amazon Prepaid Return Label (APRL) program and maintain an APRL rate of 95% or higher.

Amazon states that if sellers meet the conditions and keep the per-unit contact ( CPU) less than or equal to 5%, sellers will receive free Amazon Customer Service (CSBA) every month. If the seller's per-unit contact (CPU) is higher than 5%, then the seller can enjoy Amazon Customer Service (CSBA) at a rate discount of 15% to 50%, and the specific price of the service depends on the seller's per-unit contact (CPU) tier.

Then, the seller Old-Timer explained the specific workflow. If the seller is interested in this service, he only needs to learn about and join Amazon Customer Service (CSBA) in "Seller Center - Account Information - Your Services - Management - You Have Registered - Ready to Join". If the seller has already joined and wants to withdraw from Amazon Customer Service (CSBA), he needs to process it in "Seller Center - Account Information - Your Services - Management - You Have Registered - Amazon Customer Service - Withdraw".

Amazon provides sellers with Amazon Customer Service (CSBA) for free or at a discount , aiming to help sellers communicate with buyers, but sellers are not grateful and have expressed their refusal to participate in the service in the comment section.

Seller A: As a token of appreciation to our sellers, Amazon will now charge higher fees for poorer service. You're welcome.

Seller B: Amazon’s seller support sucks, who would want them dealing with my customers?

Seller C: How do you stay as focused on providing real support to sellers through manual efforts as before?

It is worth noting that the seller Replacement_Parts reported that some sellers have participated in this policy by default in the backend. He reminded sellers to check the backend details in time to avoid unexpected deductions.

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