卖家自配送订单的亚马逊客户服务


什么是亚马逊客户服务 (CSBA)?

亚马逊客户服务是一项付费服务,启用该服务后,亚马逊会代表您为您的自配送订单提供客户服务。我们会将买家对这些订单的咨询转给亚马逊客户服务,您无需自行处理。目前,亚马逊客户服务仅面向受邀卖家开放。

CSBA 权益

  • CSBA 提供全年无休的全天候高品质客户服务,可以帮助您改善买家体验。

  • CSBA 使用商城支持的语言为买家提供电话、即时消息和电子邮件支持。

  • CSBA 的高品质客户服务可帮助您减少亚马逊商城交易保障索赔、订单缺陷率 (ODR) 和负面评论。

  • CSBA 可以根据不断变化的需求(例如在节假日期间)帮助您管理客户服务。

  • CSBA 可帮助您节省时间并降低客户服务成本。

CSBA 要求

要使用 CSBA,您需要执行以下操作:

  • 同意亚马逊客户服务使用条款。

  • 注册为专业卖家,在亚马逊信誉良好。

  • 回复 CSBA 的问询 – 亚马逊客户服务将尽可能回答买家的问询,尽量避免征求您的意见。但是,在某些情况下,CSBA 需要联系卖家以获取更多信息。卖家需要在 24 小时内(包括周末和节假日)回复 CSBA 的问询。否则,CSBA 将根据自己的判断来处理买家问询,以便为买家提供最佳服务。亚马逊客户服务将以您的首选语言与卖家沟通。

退货和退款政策

  • 亚马逊客户服务将遵循标准的亚马逊退货政策处理买家问询。为确保买家能够获得始终如一的购物体验,亚马逊要求 CSBA 卖家规定的退货政策至少要与亚马逊的退货政策一样,以便于买家退货。如果 CSBA 卖家具有不同的退货/退款政策,而该政策可提供比亚马逊退货政策更好的买家体验,则卖家应更新其退货政策页面。

  • CSBA 卖家需要遵循国际销售订单的买家退货页面上的信息。

加入/退出 CSBA

如何加入 CSBA?

  1. 在卖家平台上,转至账户信息。

  2. 在【您的服务】部分,选择【管理】。

  3. 在【您已注册】部分,【选择加入 CSBA】。

    这会将您引导至包含有关 CSBA 服务信息的加入页面。


  1. 选择【立即加入】。

    注册完成后,您将能够在【您的服务】部分下看到此服务的状态为【使用中】。


目前,CSBA 计划仅面向受邀用户提供。如果您对 CSBA 感兴趣,请点击此处。

重要: 一旦您选择加入,CSBA 服务将在 1 小时内生效。CSBA 不适用于您在注册 CSBA 之前所收到的订单的买家问询。

如何退出 CSBA?

  1. 在卖家平台上,转至账户信息。

  2. 在【您的服务】部分,选择【管理】。

  3. 在【您已注册】部分,选择亚马逊客户服务旁边的【退出 CSBA】。

  4. 选择【立即退出】。


重要: 您以后还可以再次注册 CSBA。但是,退出后,您将需要自己处理针对任何新的自配送订单的所有买家问询。现有订单将继续由亚马逊处理。

买家问询

CSBA 不包括哪类买家问询?

除了与发票和商品定制相关的问询之外,CSBA 会针对您的自配送订单的所有下单后问询提供客户服务。CSBA 不针对预订买家问询提供客户服务。要处理此类问询,请使用买家与卖家消息服务。

使用 CSBA 后,我是否需要处理买家与卖家消息?

是的,您仍需在买家与卖家消息服务中回答预订问询或于亚马逊物流 (FBA) 订单相关问询。CSBA 仅支持针对自配送订单的下单后问询。如果买家联系您咨询与自配送订单相关的问题,请将此问题转给 CSBA 团队 (csba-cn2us@amazon.com),他们将代您处理。

CSBA 如何处理买家问询?

CSBA 将通过电话、即时消息和电子邮件渠道提供高品质的实时客户服务。在某些情况下,CSBA 团队需要与您共同寻找解决方案并回复买家。我们通常承诺在 2 天内回复买家问询。

CSBA 如何处理退货?

CSBA 将使用标准的亚马逊退货政策处理买家退货。但是,您需要遵循国际销售订单的买家退货进行退货和退款。

我将如何接收来自 CSBA 的通信?

您可以在卖家平台的问题日志中接收并回复 CSBA 团队发来的消息。您还将根据卖家平台账户中的默认电子邮件地址接收 CSBA 通知。

CSBA 如何回答与商品相关的买家问询?

CSBA 将根据商品详情页面上提供的信息回答买家问询。如果我们无法解决买家的问询,我们将通过问题日志向您的账户发送消息,以获得进一步帮助。我们建议您定期查看和更新商品详情页面,以确保买家和客户服务查看商品描述的质量。

如果我对 CSBA 有疑问,应与谁联系?

您可以通过卖家平台上的联系我们联系销售伙伴支持 (SPS)。


亚马逊官网原文详情:  

Customer Service by Amazon for seller-fulfilled orders

What is Customer Service by Amazon (CSBA)?

Customer Service by Amazon is a paid service where Amazon takes care of customer service on your behalf for your self-fulfillment orders. We will direct customer inquiries for these orders to Amazon Customer Service so that you do not need to handle them yourself. At this time, CSBA is available to select sellers on an invitation-only basis.

CSBA Benefits

  • CSBA helps improve customer experience by providing a 24-hour, high-quality customer service throughout the year.

  • CSBA supports customers in the marketplace-supported language via phone, instant message, and email.

  • CSBA’s high-quality customer service may help you reduce A-to-z Guarantee claims, Order Defect Rates (ODR), and negative reviews.

  • CSBA can help you manage customer service in response to changing demands (for example, during the holiday period).

  • CSBA helps you save time and may reduce customer service cost.

CSBA Requirements

To use CSBA, you will need to do the following:

  • Agree to the Customer Service by Amazon Terms of Use.

  • Be registered as a Professional Seller in good standing on Amazon.

  • Reply to CSBA inquiry – Amazon Customer Service will answer customer inquiries without requesting your input as much as possible. However, in some cases, CSBA will reach out to sellers for additional information. Sellers are required to reply to CSBA inquiry within 24 hours (including weekends and holidays). Otherwise, CSBA will handle customer inquiry in its judgment to best serve the customer. Amazon Customer Service will communicate with sellers in your preferred language.

Return and Refund policy

  • Amazon Customer Service will follow standard Amazon return policies for handling customer inquiries. To ensure a consistent experience for customers, Amazon requires CSBA sellers to set forth return policies that are at least as favorable as the Amazon return policies. CSBA sellers should update their return policy page if they have a different return/refund policy that provides a better customer experience than the Amazon return policies.

  • CSBA sellers are required to follow the information on the Customer returns for international sales page.

Opt-in/Opt-out of CSBA

How do I opt-in to CSBA?

  1. On Seller Central, go to Account Info.

  2. In the Your Services section, select Manage.

  3. In the You are signed up for section, select Opt-in to CSBA.

    This will redirect you to the opt-in page with information about the CSBA service.


  4. Select Opt-in Now.

    Once you enroll, you will be able to view this service as Active under the Your Services section.


At this time, CSBA is an invitation-only program. If you are interested in CSBA, please click here.

Important: Once you opt-in, CSBA service will start within an hour. Customer inquiries for orders placed prior to your CSBA enrollment will not be covered by CSBA.

How can I opt-out of CSBA?

  1. On Seller Central, go to Account Info.

  2. In the Your Services section, select Manage.

  3. In the You are signed up for section, select Opt-out of CSBA next to Customer Service by Amazon.

  4. Select Opt-out now.

Important: You can choose to register again for CSBA later. However, once you opt-out, you will need to handle all customer queries for any new self-fulfillment orders. Existing orders will continue to be handled by Amazon.

Customer inquiries

What kind of customer inquiries are not included in CSBA?

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.

Do I need to handle Buyer-Seller Messages after using CSBA?

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 (csba-cn2us@amazon.com) and they will handle it on your behalf.

How will CSBA handle customer inquiries?

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.

How will CSBA handle returns?

CSBA will use the standard Amazon return policies to handle customer returns. However, you are required to follow the Customer returns for international sales for returns and refunds.

How will I receive communication from CSBA?

You will be able to receive and reply to messages from the CSBA team in your Case Log in Seller Central. You will also receive CSBA notifications based your default email address in your Seller Central account.

How will CSBA answer product related customer inquiries?

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 send a message to your account via Case Log 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.

Whom should I contact if I have questions about CSBA?

You can contact Selling Partner Support (SPS) from Contact Us on Seller Central.

文章来源:亚马逊官方网站