Amazon launches new service, sellers: not buying it

Recently, Amazon US announced that Amazon has launched the SAFE-T service (Amazon Sales Service Compensation) for sellers using CSBA (Customer Service by Amazon). Sellers can apply to Amazon for compensation for losses caused by CSBA issues according to relevant policies.

That is, if Amazon has refunded the buyer, but the seller believes that they should not bear these costs ( for example, the returned product is not in its original condition), the seller can apply for compensation. Amazon will evaluate the seller's request and handle it accordingly according to the Amazon Customer Service Refund Policy.

It is understood that CSBA is a paid customer service outsourcing service launched by Amazon , which aims to facilitate Amazon sellers to handle self-delivered orders . The service provides customers with 24-hour service through telephone, instant messaging and email. If sellers subscribe to this service, their customers' inquiries about orders will be transferred to Amazon's customer service department, and sellers no longer need to handle them themselves.

The CSBA service began testing in the middle of last year. In November, in order to further promote this service, Amazon provided CSBA service for free or at a discount to sellers who met the following requirements :

1. Ensure buyers know where their packages are by providing valid tracking information and maintaining a valid tracking rate (VTR) of 95% or higher;

2. Simplify the customer return process through the Amazon Prepaid Return Label ( APRL) program and maintain an APRL rate of 95% or higher.

Sellers who meet the above conditions and maintain a CPU of less than or equal to 5% will receive free CSBA services every month. Sellers with a CPU above 5% can still enjoy a rate discount of 15% to 50%, depending on the seller's CPU tier.

Now, Amazon has launched the SAFE-T service for these sellers, which seems to be further improving the CSBA service. However, judging from the feedback in the seller forum, many sellers are not convinced:

"--I sure hope they implement this better than those who don't use CSBA. Every time I file a claim for damaged goods I get paid a penny which rarely adds up to enough to cover the return shipping I'm forced to pay. It's a joke and all appeals are denied no matter how much evidence I provide ;

- Yes, I was only reimbursed $ 3.99 for a $ 60 item , and the buyer returned the product with stains ;

-- I suspect the change is simply because people are trying CSBA, and then when they discover the service means "handing your money over to their customers , " they drop it like a hot potato;

-Amazon is getting more and more complicated, they should simplify everything. "

Amazon has always been a customer-centric company, and many sellers have complained about it. The return issue is one of them. Sellers report that they often encounter buyers abusing Amazon's return policy to defraud money. But now, Amazon seems to have not found a suitable solution to this problem.

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