FBA customer service

When you use FBA, your listings are displayed with the fulfilment by Amazon logo, so customers know that packing, delivery, customer service, and returns are all handled by Amazon.

Amazon's world-class customer service team manages customer enquiries, refunds, and returns for your FBA orders. This service is provided at no charge to you with the exception of Returns processing fee for certain product categories. When you use FBA, your time can be spent growing your business (or going on a holiday) rather than managing customer service.

For orders from amazon.com.au that are Fulfilled by Amazon, we will manage all customer service associated with fulfilling your products, including Returns. Our online Returns Centre provides customers with help pages and details about how to contact us. If the customer wants to return a product, we direct the customer to our online Returns Centre.

If you use the Buyer-seller messaging service, note that this service is for product enquiries only. Any customer service-related enquiries, such as how or where to return a purchased product, regarding Amazon-fulfilled orders should be redirected to Amazon customer service.

Products sold somewhere other than amazon.com.au and Fulfilled by Amazon (i.e. multi-channel fulfilment) are not eligible for Amazon's Customer Service.