There is a link to opt out of this. Is there any benefit what so ever to having it, or should I opt out as quickly as possible to avoid the likely headaches Amazon will create. I have VERY few buyers contact me with issues.
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On September 1, 2026, we’ll automatically enrol your account in a free 90-day trial of Customer Service by Amazon (CSBA) for your seller-fulfilled orders in our Canada store.
As part of CSBA, we handle customer service for your seller-fulfilled orders through phone, chat and email support, so that customers don’t need to contact you via Buyer-Seller Messaging.
With CSBA, you get the following benefits:
Potential 4% sales uplift due to improved customer experience.
Protection from A-to-z claims and up to a 37% reduction in negative feedback.
More control of returns and time back from managing SAFE-T claims.
Access improved AI-generated contact reasons that highlight the customer’s concern and daily contacts-per-unit monitoring to help you identify patterns between customer issues and fulfilment data. Learn more through [CSBA insights dashboard](https://sellercentral.amazon.ca/nms/redirect
Our customer service has a 92% satisfaction score and 24/7 local language support.
Response time of less than one minute on average, compared to the average 14-hour response time for Buyer-Seller Messaging.
Once the free trial ends, you’ll remain enrolled unless you opt-out. The fee for CSBA will vary according to the volume of contacts you receive per unit shipped. However, you can use the service for free if your contacts-per-unit rate is less than 3%.
If you have fewer than 30 orders per quarter, you always get CSBA for free. For more information on the fee, go to [Customer Service by Amazon fees]
While this enrolment applies to the Canada store, CSBA is also available in the UK, US, Italy, France, Spain, Germany, Brazil, Mexico and Japan. First-time enrolments in each of these regions include a free 90-day trial.
I cannot stress how nauseating this is. And not just because of the typo.
Opt out.
Do it now. Do not wait. Do not forget. Do not wait for the trial to end.
The benefit is not having to deal with customers. The cost, beyond the money they charge you for the privilege, is that Amazon is in charge of your customer service. I leave it to your imagination how badly that can go. You’ve been on Amazon and the various fora long enough to know.
Thanks for the reply. That was my reaction too. But never having even looked into it I thought I should at least check and see if there was any good at all.
To opt out, the form wants me to supply my Merchant Token. I’ve never in 27 years had to supply that for anything. Legit?? Or some kind of scam? I couldn’t find an opt out via my Account, clicked on the link in the email.
I had to use my Merchant token once for Amazon but I don’t remember what it was for. That is probably legit.
I hate how in some instances the only way to follow up on something Amazon sends in an email is to use the link, in this day and age where scam attempts are abundant, they should not use email links as the only option.
Do check the email address if was sent from.
Weirdly that’s a British vs American English thing, whether enrol has 1 l or 2. In this case, since it’s Canadian, British English (Commonwealth English?) applies.
This is the part that sketches me out. “We’ll give you a 30 day free trial, then keep you on unless you opt out, and you may or may not pay for it, depending on how much you use it, so good luck.”
I happened upon it by chance in college. For some reason our course software used the single-l spelling of enroll for courses, which I, naturally, thought was a typo. I looked it up, then I went down a rabbit hole of “why is this the opposite of the single-vs-double-l regional issue.” It was a bit wild.
I finally had time to play an Amazon game, clicked on the link to Opt OUT of CSBA. It wanted my business name and Merchant Token. Entered those and got this response.
We thank you for your time spent taking this survey.
Your response has been recorded.
I will gladly take any suggestions as to next step in opting out of this. Is there somewhere in Seller Central to do so? I have a feeling the US page may be different from the Canadian one, since this is new to us.
May I ask if the Satisfaction Survey was a Qualtrics-hosted URL?
I ask that question because Qualtrics has long been Amazon’s preferred Survey Provider, and this wouldn’t be the first time (link, 011124 SAS post) I’ve seen Amazon use that particular Business Enterprise Domain for opt-out functionality, w/ various Programs, since 2017-2018.
In my own experience, supplying the Merchant Token/Seller ID/Merchant ID/MCID (in 'Amazonese, "MCID = “Merchant Customer ID”) in such surveys has invariably resulted in successfully opting-out of this or that Amazon Program, but it must be admitted that there have been more than a mere few reports of folks having problems after they’d done the same…
I am a FF on Amazon. I order everything from toothpaste to our weekly groceries on Amazon and Amazon Fresh, and sometimes, Amazon Whole Foods, all delivered to my door.
On the few occasions when I have had problems, Amazon’s first reaction is to refund.
I have been selling on Amazon for over 20 years. I NEVER want them to handle any of my customer service issues, which occur only a few times a year.
It’s my understanding that if one navigates to the CSBA Home/Landing page @ https: //sellercentral.amazon.com/customer-service-by-amazon/v2/home, and sees no “Opt out” web element/‘button’ at the top of the page, then Amazon’s automated mechanisms do NOT detect your SoA Account being enrolled in this execrable program.
That’s what’s been being presented on the SHC page “Customer Service by Amazon for seller-fulfilled orders” @ https: //sellercentral.amazon.com/help/hub/reference/797533XQVR4S6RG since Q1 2025 (the last time, AFAIK, that Amazon tried to slide this crapola past unwary 3P Sellers).
It’s also my understanding that if one navigates to their Account Info page @ https: //sellercentral.amazon.com/gp/seller/configuration/account-info-page.html, and the SoA Account is recognized as NOT being enrolled in CSBA, then something along these lines will appear in the “Manage Your Services” section:
