What is Amazon Japanese Customer Service? Review of Amazon Japanese Customer Service

Amazon Japan has launched a new service for Chinese self-delivery sellers, "Customer Service by Amazon". Based on your authorization and consent, Amazon Customer Service will provide Japanese pre-sales and after-sales services to your customers on Amazon Japan (including FBA and self-delivered products) on your behalf.

About Amazon Japanese Customer Service

After joining CSBA, Amazon customer service will become the only interface with buyers. Sellers do not need to process any "buyer messages" except "Amazon Mall Transaction Claim" AZ Complaint to avoid duplicate processing.

Service Content

1. Amazon Japan handles customer service in Japanese on behalf of sellers.

2. Provide fast and high-quality customer service 24 hours a day, 7 days a week.

3. Greatly reduce the burden and cost of customer service for sellers.

4. Sellers using CSBA will no longer receive AZ transaction claims, and CSBA customer service will assist you in handling customer requests.

Response time

Amazon’s response time requirement is 6 hours.

Eligibility and Major Requirements

1. Agree to the terms of Amazon's Japanese customer service program.

2. Sellers who have a Professional Selling Plan account and are in good account status.

3. Provide the required store information (frequently used couriers, frequently used couriers’ package tracking links, valid contacts, etc.) on the application page.

4. Provide a valid tracking code on the application page (when buyers ask questions about shipping, Amazon customer service will use the tracking code provided by the seller to investigate the shipping status and answer the buyer's questions.).

How to Participate

After July 31, 2018, sellers who register accounts with Rakuten will automatically register for CSBA when registering their Rakuten accounts. No separate registration is required).

Survey Feedback

1. The average buyer message feedback time is 6 times faster.

2. The average transaction claim rate (A-to-Z Claim) of CSBA sellers has decreased by 42% compared with before the launch.

3. The average negative feedback rate of CSBA sellers has decreased by 37% compared to before the launch.

4. The average order defect rate (Order Defect) of CSBA sellers has decreased by 38% compared with before the launch.

5. 98% of CSBA sellers are very satisfied with CSBA’s Japanese services and customer feedback.

advantage

1. Amazon Japan handles customer service in Japanese on behalf of sellers.

2. Provide fast and high-quality customer service 24 hours a day, 7 days a week.

3. Greatly reduce the burden and cost of customer service for sellers.

Frequently asked questions

Q: Is CSBA an official service launched by Amazon?

A: CSBA is an official service launched by Amazon Japan, which uses Amazon's official customer service to serve Japanese customers for sellers who ship their own goods.

Q: Does CSBA charge any fees?

A: Currently it is a free service. If there are any changes, the seller will be notified in advance.

Q: Will CSBA increase customer response time?

A: Amazon requires 6 hours to reply to customers, which is much shorter than the 24 hours required by the Amazon platform. Therefore, sellers are also requested to reply within the required time if they receive inquiries from Amazon customer service.

Q: Do sellers still need to deal with customer issues?

A: After joining CSBA, Amazon customer service will become the only interface with buyers. Sellers do not need to process any "buyer messages" except "Amazon Marketplace Transaction Claim" AZ Complaint to avoid duplicate processing.

Q: Where can I confirm the communication records between CS and buyers?

A: You can view the communication records between CS and buyers in the buyer messages in the seller backend.