Customer Service by Amazon
Let Amazon handle your customer service
Enrol in Customer Service by Amazon (CSBA) and we'll take care of customer service for the orders you ship directly — including managing eligible returns.
Stay focused on growing your business while we support your customers 24/7.
Stay focused on growing your business while we support your customers 24/7.
What is Customer Service by Amazon?
Customer Service by Amazon (CSBA) is an optional paid service where Amazon handles post-order customer queries and return logistics for your eligible self-fulfilled orders, for as little as $0.82 AUD (excl. GST) per eligible item.
Amazon Customer Service answers your customers' enquiries 24/7 via phone, chat, and email — in their preferred language. CSBA also manages eligible returns: your customers receive prepaid return labels, and returned items are delivered back to your designated Australian address.
Amazon Customer Service answers your customers' enquiries 24/7 via phone, chat, and email — in their preferred language. CSBA also manages eligible returns: your customers receive prepaid return labels, and returned items are delivered back to your designated Australian address.
Benefits of Customer Service by Amazon
Save time and effort
Reduce your customer service workload — even outside of working hours, evenings, weekends, and holidays.
Improve your performance
Reduce A-to-z Guarantee claims and improve your Order Defect Rate. Disagree with a refund? Request reimbursement via the SAFE-T tool.
24/7 support in local language
Provide real-time customer support around the clock — in the local language of your buyers.
Returns handled for you
Amazon automatically authorises eligible returns with prepaid labels and delivers items back to your Australian address. Returns are not supported if you don’t have a valid Australian returns address.
How Customer Service by Amazon works
Amazon will handle customer enquiries after you receive an order. Amazon Customer Service does not handle enquiries from customers who have not placed an order.
Once you enrol and receive an order, here's what happens:
- Any customer enquiries are directed to Amazon Customer Service.
- Amazon provides 24/7 support for your customers via phone, chat, and email.
- Amazon automatically authorises eligible returns with prepaid labels (valid Australian return address required).
- If we need information from you to resolve an issue, we'll reach out via email. You must respond within 24 hours.
- You can opt out of the program at any time.
Frequently Asked Questions
How does Customer Service by Amazon handle customer enquiries?
Amazon responds to your customers' enquiries about order status, delivery, tracking, and shipping 24/7 via phone, chat, and email — in their local language. If we need information from you to resolve an issue, we'll reach out via email and you must respond within 24 hours.
How does Customer Service by Amazon handle returns?
Amazon automatically authorises eligible returns with prepaid labels and delivers items back to your designated Australian address. CSBA cannot provide returns support if you do not have a valid return address in Australia. In such circumstances, the Customer returns for international sales program policy will apply. Disagree with a refund? You can request a reimbursement via the SAFE-T tool in Seller Central.
What kind of customer enquiries are not included in Customer Service by Amazon?
CSBA handles post-order customer queries and return logistics for your eligible self-fulfilled orders. You are responsible for handling pre-order queries, product-specific queries, warranty queries, invoice requests and tax-related queries.
How much does Customer Service by Amazon cost?
The fee is $0.82 AUD (excl. GST) per eligible item, regardless of whether a customer contact is received. You can opt out at any time. For more information, go to our Customer Service by Amazon Program Policy help page.
What items are eligible for Customer Service by Amazon?
CSBA is available for eligible seller-fulfilled orders. The program is not available for individual items that exceed $2,000 AUD in value or belong to the following categories: Furniture, Home and Kitchen Appliances, Tools & Home Improvement, Home & Kitchen, or Sport and Outdoors. For full details, visit the Customer Service by Amazon Program Policy help page.
How do I enrol in Customer Service by Amazon?
You must have a Professional selling account on Amazon.com.au that is active and in good standing. To enrol, go to the Customer Service by Amazon page in Seller Central and opt in. You'll also need to accept the CSBA Program Policy and provide a valid Australian return address for return logistics.
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, go to Customer Service by Amazon page and select opt out.
