CS

Customer Service (CS) refers to the systems, teams, and tools Amazon uses to manage interactions with customers before, during, and after a purchase. The goal of CS is to ensure customer satisfaction, resolve problems efficiently, and maintain Amazon’s high service standards.

Key responsibilities of Amazon CS include:

• Responding to questions about orders, delivery, and returns
• Handling refunds, replacements, and warranty claims
• Resolving issues with damaged or missing items
• Supporting customers via email, chat, and phone (24/7 in most regions)
• Managing A-to-Z Guarantee claims (for 3P sellers)

For FBA (Fulfilled by Amazon) sellers:
Amazon handles all CS and returns on behalf of the seller.

For FBM (Fulfilled by Merchant) sellers:
The seller is responsible for providing timely CS and handling returns directly.

💡 Example: A customer receives the wrong size shoes. They contact Amazon CS to initiate a return and receive a replacement.

In short:
CS = Customer Service - Amazon’s support function that helps customers with orders, returns, and any issues to maintain a seamless shopping experience.