Amazon SAFE-T policy update! Sellers can also claim compensation from the platform in this case!

Amazon released its latest announcement today, updating the SAFE-T compensation policy. In the future, sellers can file claims against Amazon through SAFE-T for unnecessary losses caused by CSBA!

Sellers on the US site may not be familiar with CSBA. This is a paid service that provides pre-sales and after-sales consulting services to self-delivery sellers. After the seller turns it on, consumers' purchase inquiries and return and refund inquiries will be directly connected by CSBA customer service, and self-delivery sellers do not need to handle these messages themselves.

This service was originally unique to the Japanese site. It can directly resolve 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.

In November last year, Amazon brought the CSBA service to the US site to provide pre-sales and after-sales customer service for self-delivery sellers on the US site, but it is currently only open to invited sellers. As a program that can directly process orders, it is very likely that CSBA will refund on behalf of the seller, but the seller feels that there is no problem and does not need a refund. At this time, Safe-T claims are needed for arbitration.

To sum up, these newly added Safe-T policies basically follow the same processing logic as FBA. As long as you have evidence, you can ask Amazon to get back the money that should not be refunded.

For example, a consumer comes to request a refund, saying that he or she did not receive the product. CSBA refunds the money after receiving the customer complaint. However, the seller actually 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.

For example, if 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, there were bound to be some errors when CSBA returned goods on behalf of sellers. After adding Safe-T claims, sellers will have a chance to recover their losses. This is a good change that is beneficial to self-delivery sellers and will allow more US sellers to try the CSBA plan.

In general, the cost of CSBA is not high. It is charged in stages according to the seller’s CPU index (based on the number of contacts for each product, if the self-distributed sales volume is 100 within three months and there are 5 consultations, the CPU is 5%).

However, many self-delivery sellers make small profits or even micro-profits by selling small packages with very low unit prices, so this fixed-fee service may not be suitable for them. Although there are few self-delivery orders, the CPU value of sellers who basically come to consult will also be very high.

If you have many self-delivery orders but few inquiries, it is not worth opening a CSBA 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 $100 CSBA fee, which is not worth it.

Moreover, the reason why CSBA is popular in Japan is that minority languages ​​are indeed a barrier for many sellers, but English is not. The value of this service in the US site is indeed lower than that in the Japanese site. In summary, it is more worthwhile to open it for sellers with high sales and many inquiries, which can also save sellers' energy and manpower spent on customer service.