When you use FBA, your listings are displayed with the Fulfillment 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 inquiries, refunds, and returns for your FBA orders. This service is provided to you free of cost. When you use FBA, you can instead focus on growing your business (or taking a vacation) rather than managing customer service.
For orders from the Amazon website that Amazon fulfills, we will manage all customer service associated with fulfillment of your products in the program. Our online Returns Center 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 Center.
If you use the Buyer-Seller Messaging Service, note that this service is for product inquiries only. Any customer service related inquiries, such as how or where to return a purchased product, on Amazon-fulfilled orders should be redirected to Amazon Customer Service.
Products sold somewhere other than Amazon and fulfilled through Amazon's fulfillment center (Multi-Channel Fulfillment) are not eligible for Amazon's Customer Service.