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
