One of the advantages of using Fulfilment by Amazon is the use of Amazon's world-class Customer Service to handle customer enquiries, refunds and returns. These services are provided at no additional charge to you with the exception of the Returns Processing Fee for certain product categories. When you use FBA, your time can be spent growing your business (or going on holiday) rather than managing customer service.
For orders from the Amazon website that Amazon fulfils, we will manage all customer service associated with fulfilling your products in the programme. Our online Returns Centre provides customers with help pages and details about how to contact us. If the customer wants to return a product, we direct the customer to our online Returns Centre.
Products sold somewhere other than Amazon and fulfilled through Amazon's fulfilment centre (Multi-Channel Fulfilment) are not eligible for Amazon's Customer Service.