Account Health & Compliance
Performance notifications, appeals, Compliance Central, regulated products, account settings.
View service : Account Health & ComplianceService
Customer Service & Buyer Messaging
Amazon measures response time to the hour. We answer every buyer message within 24 hours, seven days a week, in the tone you approve.
The work
What we do
- Answer buyer messages within 24 hours using approved templates and escalation rules.
- Monitor the Global Messaging Dashboard for response-time and contact-rate metrics.
- Respond to product reviews through Brand Registry tools and to seller feedback, and request removal of feedback that violates Amazon policy.
- Process refunds and returns under rules you set.
- Prepare and file SAFE-T claims for eligible returns.
- Manage A-to-z claims: respond with evidence before deadlines and appeal where justified.
- Monitor Voice of the Customer and act on listings flagged for customer experience issues.
- Monitor the Customer Service by Amazon dashboard for accounts enrolled in CSBA.
Permissions
Seller Central sections we work in
You see the exact list in Seller Central before you confirm.
- Buyer-Seller Messaging (Messaging Access)
- Global Messaging Dashboard
- Customer Reviews
- Feedback
- Manage Returns
- Refunds
- Manage SAFE-T Claims
- A-to-z Guarantee Claims (Operations Report)
- Voice of the Customer
- Customer Service by Amazon Insights Dashboard
- Customer Services Reports
Deliverables
What you receive
Response-time report every week
Claims log with status and outcome
Monthly review of Voice of the Customer flags and fixes applied
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Tell us about your account
We reply within one business day.