New function of refunding orders is launched! Amazon protects CSBA sellers

Amazon issued a new announcement in the past two days, saying that sellers using the CSBA service in Europe will open the SAFE-T review request function, allowing sellers to appeal controversial refund orders.

Many sellers may not be familiar with the CSBA program. Let me first introduce it to you. It is an official paid service of Amazon that provides pre-sales and after-sales consultation for self-delivery sellers. After the seller turns on the service, the consumer's purchase consultation and return and refund consultation will be directly connected by the CSBA customer service. Self-delivery sellers do not need to handle these messages themselves. Generally, self-delivery sellers who run small language sites will need this service.

This service was originally unique to the Japanese site. It can directly solve some simple customer inquiries. If the customer's request is more complicated, the customer's request will be conveyed to the seller via Chinese email and phone. It can be said that it solves the urgent need of sellers who are not proficient in small languages ​​in handling customer complaints.

It has only been in the past two years that Amazon’s CSBA was rolled out to the United States and Europe. Because CSBA is a program that can directly process orders, it is very likely that CSBA will make refunds on behalf of sellers, but the sellers feel that they have no problems and do not need a refund. Before SAFE-T was available, it was easy for sellers to suffer losses.

Now that SAFE-T has been introduced on the European site, when consumers come to claim a refund and claim that they did not receive the product, CSBA will refund the money after receiving the customer complaint. However, in fact, the seller has evidence proving that the consumer has received the goods. At this time, Safe-T can be enabled to upload relevant evidence and get the compensation back.

Another scenario where SAFE-T can be used is when CSBA approves a full refund for the consumer, but when the seller receives the return, the goods are damaged and cannot be resold. After submitting the relevant SAFE-T claim process, Amazon will determine the seller's responsibility in this case, and if there is no problem, the seller will be compensated with a maximum refund of 50%.

Previously, CSBA returned goods on behalf of sellers, which inevitably led to some mistakes. The addition of Safe-T claims gives sellers a chance to recover losses, which is a good change for self-delivery sellers, allowing more European sellers to try the CSBA plan. In general, the cost of CSBA is not high, and it is charged in stages based on the seller's CPU index (based on the number of contacts per product, if the self-delivery sales volume is 100 within three months and there are 5 consultations, the CPU is 5%).

Which sellers are suitable for CSBA service?

First, if you are a seller who mainly handles self-delivery orders, you can enable CSBA to reduce customer service workload and solve language barriers. However, many self-delivery sellers are small-profit or even micro-profit small-package sellers with very low unit prices, so this fixed-fee service may not be suitable.

Second, if you have many self-delivery orders but few inquiries, it is not worth opening a account because the fee is based on the total number of self-delivery orders. For example, if you have 1,000 self-delivery orders a month and only one person inquires, your CPU is as low as 0.1%. You still have to pay $0.1 per order, which is not worth it.

To sum up, whether or not you are suitable for the CSBA program depends mainly on the order volume and the workload of customer service. Sellers with high sales and many inquiries will be more worthy of opening the program, which can also save the sellers' energy and manpower spent on customer service.