Customer Service by Amazon is a paid service where Amazon takes care of customer service on your behalf for your self-fulfilled orders. We will direct customer inquiries for these orders to Amazon Customer Service so that you do not need to handle them yourself. In Japan store (Amazon.co.jp), CSBA is currently available to professional China-based sellers.
CSBA fee will be charged on each self-fulfilled shipped unit according to your customer service performance defined by Contacts per Unit (CPU). Your fee rate will reduce as you improve your customer service performance.
|CPU range||<= 5%||>5% and <=10%||>10% and <=20%||>20%|
|Fee rate (JPY/ self-fulfilled shipped unit)||11 JPY||38 JPY||76 JPY||163 JPY|
Your fee tier will be calculated based on your previous three months' Contact Per Unit (CPU), which is the number of order related customer inquiries that Amazon handles on your behalf per self-fulfilled shipped unit. For example, if in the previous three months, you shipped a total 100 self-fulfilled units and Amazon handled ten customer inquiries (phone call, instant chat message, or email) on your behalf, your CPU would be 10/100 that is 10%. Your fee rate for this month would be 38 JPY per self-fulfilled shipped unit.
In cases when your CPU performance is unknown or unreliable (for example, CPU >10% but 30 or fewer self-fulfilled shipped units in previous three months), we will charge you as per standard fee rate of 38 JPY per self-fulfilled unit.
As part of our continued efforts to delight customers with a great customer experience, we are offering free CSBA service to eligible Sellers for a limited amount of time. Learn more:
If you meet these requirements, you will receive free CSBA service for the next month. We will check your promotions eligibility every month and update your fee rate every month.
If you meet the VTR requirements, you will still benefit from the promotion even if you have more than 5% CPU. You will receive CSBA service at discounted rates as per the following rate card. For example, if you meet VTR requirements and have a CPU of 8%, your next month fee rate will be 13 JPY (i.e. discounted by 66%). You will be charged according to your regular monthly fee rate if you do not meet the VTR requirements.
In addition, the seller shall satisfy the following Terms and Conditions:
The seller is required to satisfy the following terms and conditions, and shall promptly notify Amazon in the event of any change. Further, in the event of non-compliance, Amazon may, at its discretion, suspend or disqualify such a seller from using CSBA.
As a seller, you can opt-in to CSBA Service from Your Services under Seller Account Information.
You can opt out from CSBA by following these steps:
|Table 3. Fee rate examples:|
|Previous three months||Customer inquiries (contacts) handled by CSBA||4||40||15|
|Self-fulfilled units shipped by the Seller||100||400||100|
|CPU (contacts/self-fulfilled units)||4%||10%||15%|
|Current month||Fee tier||1st||2nd||3rd|
|Fee rate (JPY per self-fulfilled unit)||11 JPY||38 JPY||76 JPY|
|Self-fulfilled units shipped by the Seller||500||500||500|
|Total CSBA charge (self-fulfilled units * fee rate)||5,500 JPY||19,000 JPY||38,000 JPY|
We will communicate your monthly fee rate on 1st of every month via email along with the customer inquiry details. CSBA fee rate will be updated monthly based on your previous three months' Contacts per Unit (CPU), which is the number of order related customer inquiries that Amazon handles on your behalf per self-fulfilled shipped unit.
Similar to referral fees, CSBA fee is charged when you ship a self-fulfilled unit. Your fee rate for the month will be decided on 1st of every month. We will charge the decided fee rate on each self-fulfilled unit shipped in that particular month. For example, if your fee rate for October is 11 JPY, then we will charge you 11 JPY on each self-fulfilled unit you ship in October month.
Valid Tracking Rate (VTR) is defined as all packages with a valid tracking number as a percentage of total packages during a given 30-day time period. VTR only applies to seller-fulfilled orders. For more information, please refer to VTR policy page.
We will determine your promotions eligibility every month based on your Valid Tracking Rate (VTR) performance in the previous 30 day time period. If eligible, you will either receive CSBA service for free or at discounted rates based on your CPU. If you do not meet the requirements, you will be charged according to your regular monthly fee rate.
Your fee rate will be decided and communicated on 1st of the next month, and will be based on previous three months' CPU. If you join CSBA in the middle of the month, you will not be charged until we decide your fee rate on 1st of the next month.
Contacts per Unit (CPU) is a way to measure your customer service performance. CPU is the number of contacts i.e. order related customer inquiries (calls, instant messages, and emails) that Amazon handles on your behalf per self-fulfilled shipped unit. CPU calculation only includes order related customer inquiries handled by CSBA team. It does not include FBA order related queries handled by Amazon or pre-order customer inquiries handled by you via the Buyer-Seller Messaging Service.
Yes. You can reduce your fee rate by improving your CPU. CPU is a measure of customer service performance. As you perform better, your CPU will improve and the lower your fee rate will be. Here are some tips to help you improve your CPU -
You can view the CSBA fee charged in the same manner as viewing your other fees such as, referral fees, and Fulfillment by Amazon fees. To do this, click the Reports tab and from the drop-down click Payments.
Sellers can view the CSBA Fees per shipped quantity for their MFN orders under Orders > Amazon Fees.
Transaction View: Sellers can view the CSBA Fees per shipped quantity for their MFN orders under Orders > Amazon Fees.
Transaction Details: Click the total amount (displayed in JPY) of each order payment under the Transaction View. Sellers can view the CSBA fee listed beside Amazon fees at the same level as Referral Fee on item price.
View Summary: Sellers are directed to Statement View.
Download Flat File V2/Download Flat File: Sellers can download the payment details as a .txt file. Sellers can view one row of payment for CSBA fee.
Download XML: Seller can download the payment details as a XML file. Sellers can view the CSBA fees in XML, which can be seen after "Item Fee (Referral fee)."
Under Date Range Reports, when sellers click Generate Report, a pop-up screen is displayed with the option to select Summary or Transaction.
Transaction: Sellers can download this information as a CSV file. In the CSV file, sellers can view the CSBA fee.
Contact Selling Partner Support (SPS) from Contact Us in Seller Central.
CSBA provides customer service for all post-order queries for your self-fulfillment orders except queries related to Invoice and Product Customization. CSBA does not provide customer service for pre-order customer inquiries. To handle these types of inquiries, use the Buyer-Seller Messaging Service.
Yes, you still need to answer pre-order inquiries or Fulfillment by Amazon (FBA) order related inquiries in the Buyer-Seller Messaging Service. CSBA only supports post-order queries for your self-fulfillment orders. If a customer contacts you for a self-fulfillment order related inquiry, please transfer it to the CSBA team (firstname.lastname@example.org) and they will handle it on your behalf.
CSBA will provide high-quality, real-time customer service by Amazon 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 usually will be within two days.
CSBA will try to answer a customer inquiry based on information available on the product detail page. If we cannot solve a customer's inquiry, we will reach out to you by email or phone for further assistance. We encourage you to review and update the product detail page regularly to ensure the quality of the content when viewed by customers and customer service.
You can contact Selling Partner Support (SPS) from Contact Us on Seller Central.