Amazon made a change to its Customer Service by Amazon (CSBA) add-on service that it said would result in fewer refunds for sellers, a benefit to participants in the program. CSBA is a paid program where Amazon handles customer service for self-fulfilled orders (non-FBA orders) – although some sellers qualify to use the service at no charge.
In a post on May 22, 2026, Amazon explained the update to the CSBA program:
“We’ve updated our process to reduce instances where buyers are granted a refund without needing to return the product, which is known as a “return-less” refund. These changes ensure that return-less refunds only occur when the customer has not received the product by the promised timeline, they received a damaged or defective product that is non-returnable, or the product is unsafe to return. This reduces the need for you to file Seller Assurance for e-Commerce Transactions (SAFE-T) claims and protects your revenue.”
Amazon also said sellers enrolled in CSBA would no longer need to manage SAFE-T claims for refunds related to delivery issues when they purchase “claims protected” labels through Amazon Buy Shipping or Veeqo. “Amazon will now automatically pay for these claims, saving you time to focus on growing your business. You also no longer need to manage SAFE-T claims for Goodwill refunds issued by Amazon. This amount will be automatically reimbursed into your account.”
Amazon said the CSBA program is now free for sellers with fewer than 30 orders per quarter, and said Customer Service by Amazon is free for the first 90 days and continues to be free for sellers who maintain a contacts-per-unit below 3%. “We’ve also made it easier to qualify for the free program by removing the requirement of maintaining a 95% valid tracking rate,” it said.
This page explains Customer Service by Amazon and includes a link to learn more about fees.
