Should we use the Amazon Customer Service for our FBM
I was wondering if anyone has used Amazon's customer service support for their Fulfilled by Merchant (FBM) orders. We are currently below the 3% threshold, so it wouldn't incur any costs to allow Amazon to manage our customer service inquiries. Any feedback about this would be most helpful.
Here is the message I received from the salesperson:
Dear Seller,
I hope you are doing well.
I’m reaching out to invite you to explore Customer Service by Amazon (CSBA) — Amazon’s official customer service solution for Seller Fulfilled Orders (FBM). This program manages all post-purchase buyer inquiries on your behalf.
With CSBA, your customers receive 24/7 multilingual support via phone, chat, and email. You gain access to a dedicated performance dashboard, 100% A-to-Z claims protection, and improved operational efficiency.
The program currently supports over 380,000 sellers globally, with participants reporting a 37% reduction in negative feedback.
If you’re interested in learning more, please use the link below to schedule a meeting at your convenience.
Explore CSBA: Benefits and Next Steps
Should we use the Amazon Customer Service for our FBM
I was wondering if anyone has used Amazon's customer service support for their Fulfilled by Merchant (FBM) orders. We are currently below the 3% threshold, so it wouldn't incur any costs to allow Amazon to manage our customer service inquiries. Any feedback about this would be most helpful.
Here is the message I received from the salesperson:
Dear Seller,
I hope you are doing well.
I’m reaching out to invite you to explore Customer Service by Amazon (CSBA) — Amazon’s official customer service solution for Seller Fulfilled Orders (FBM). This program manages all post-purchase buyer inquiries on your behalf.
With CSBA, your customers receive 24/7 multilingual support via phone, chat, and email. You gain access to a dedicated performance dashboard, 100% A-to-Z claims protection, and improved operational efficiency.
The program currently supports over 380,000 sellers globally, with participants reporting a 37% reduction in negative feedback.
If you’re interested in learning more, please use the link below to schedule a meeting at your convenience.
Explore CSBA: Benefits and Next Steps
26 replies
Seller_kIukTwdhvntAp
"Should we use the Amazon Customer Service for our FBM"
How much of your product do you want to just give away? Did you search for all the horror stories about the cra$$y job they do?
You might look at this one from today (6/3/2025) --
https://sellercentral.amazon.com/seller-forums/discussions/t/daf9e0bc-0526-4826-b438-cf5ae45f11d7
"I received a negative feedback due to CSBA responses, and I'm unable to remove it!"
Seller_MyXY4Myx9zVcR
CSBA exists to give away sellers' money to Amazon's customers.
If you are ambitious enough to do your own fulfillment, why do you think you need CSBA?
Done right, most Amazon customers should never have a need to contact you.
Seller_24FzucbyGtgZS
Are you insane?
We already give too much power to Amazon over our businesses (return at first scam, no notification of A toZ claims being filed, useless mods, etc.).
How would you expect a person in another country to know and understand YOUR business? So the definitive answer is NO.
Seller_WtOwWhtSrFjva
What this means is they will refund the customer every time,
You should do your own Customer Service. This way you will know if the customer is trying for free stuff or not.
Seller_a4veqxfRYWHbF
You should not.
Amazon Customer Service does not know anything about your products. So, they cannot effectively assist customers by answering questions about the product, how it is used, assembled, etc. This is a key aspect of Customer Service. Instead they will just have the customer return it at your expense.
They don't have access to your carrier accounts and they are not able/willing to troubleshoot delivery issues with the carrier.
Really all they can do is refund the customer and since they are using your money they will do so liberally.
They are the worst possible source to represent you and your business.
Seller_bISqy3UGgtzho
No, take care of your own business. I would not recommend giving up that control.
Seller_roNdLQpqbVoOH
Should we use the Amazon Customer Service for our FBM
Do you EVER come to the forums to keep up-to-date with seller issues on Amazon?
I think it's about time you did.
What the 🔥 is wrong with you?
Seller_HRcJa1gdGHeov
Simple rule of thumb, use Amazon as little as possible; they literally over sell and underperform EVERYTHING they do. I have not seen 1 program they have rolled out in the last 5 years that I would honestly say works even remotely the way it was intended.
Seller_XHjmlt52qOpHi
As a seller, I’m shocked how little amazon seller support knows. There is no way I will trust they will take care of my customers.
