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This article applies to selling in: United Kingdom

Cancellations FAQ

A buyer wants to cancel an order. What should I do?

Both cancellations and returns are a normal part of most sales operations.

Note: Buyers only have 30 minutes to cancel their own orders. After 30 minutes, the buyer can no longer cancel the order directly; they can only submit a cancellation request for the seller to review. You can cancel orders up until the minute you dispatch them.

Your options will depend on the order status.

If you have not yet dispatched and confirmed the order

You can cancel the order in Manage Orders or using Order Cancellation feeds. When you cancel an order, Amazon automatically updates the order status in the buyer’s Amazon account and sends an email notification to the buyer.

If you have dispatched the order:

You can let the buyer know that the order is already on its way using Buyer-Seller Messaging and ask the buyer to return it to you for a refund. When you receive the return, issue a refund if you had confirmed the dispatch, or cancel the order if you had not yet confirmed the dispatch.

Note: Cancelling orders when the buyer unofficially requests cancellation via the Buyer-Seller Messaging service will affect your Cancellation Rate metrics.

For more information, go to “Official cancellation process for buyer-initiated order cancellation that will not count against your cancellation rate metrics” below.

Note: The buyer is not charged for an order until you confirm dispatch.

For more information, go to Cancel an order or multiple orders .

What is the official cancellation process for buyer-initiated order cancellations that will not count against your Cancellation Rate metrics?

The official process by which a buyer can officially request an order cancellation is by finding the order they want to cancel in their Amazon account and then clicking Your Account > Your Orders > Request Cancellation


  1. If the buyer requests a cancellation after 30 minutes of placing their order, you will receive an email. You will be able to view the cancellation request on the “Manage Orders” page, right above the order information with a banner stating “The buyer has requested that this order be cancelled. Cancelling this order will not affect your cancellation rate metric”.
  2. Cancelling this order will not affect your cancellation rate metric if you select the reason for cancellation as “Buyer Cancelled”.
  3. After you cancel the order, you and the buyer will receive separate email confirmations that the order has been cancelled.

Note: Selecting “Buyer Cancelled” for an order cancellation that was not initiated by a buyer will count against your Cancellation Rate metrics.

To cancel an order requested by a buyer, follow these steps:

  1. From the Orders drop-down on Seller Central, select Manage Orders.
  2. The orders that have a buyer-initiated cancellation will show up with a banner stating “The buyer has requested that this order be cancelled. Cancelling this order will not affect your cancellation rate metric”.
  3. Click Cancel order under the Actions column.
    Note: The Cancel order button is only available for Unshipped orders.
  4. On the Order Details page, select the reason for cancellation as Buyer Cancelled.
  5. Click Submit.
  6. After you cancel the order, you and the buyer will receive separate email confirmations that the order has been cancelled.

The image below shows an example of step 2 and 3. On your Manage orders page, select the order you want to cancel and click Cancel order.

Example of step 4: Select the reason for cancellation as Buyer cancelled from the drop-down menu.

Note: If you cannot fulfil the order due to lack of inventory and need to cancel the order, select the reason as No Inventory. Do not contact the buyer and request that they submit a cancellation request.

Unofficial cancellation process that might count against your metrics:

A buyer requesting a cancellation solely via the Buyer-Seller Messaging tool without following the official cancellation process is considered an unofficial channel for buyers to cancel orders. Accordingly, if you cancel an order in response to a request from a buyer via the Buyer-Seller Messaging tool, this unofficial cancellation will affect your Cancellation Rate metric.

To avoid cancelling an order in a manner that affects your metrics, you can respond to the buyer’s message and request the buyer to submit an official cancellation.

Use the following instructions in your response: “You can find the order in your Amazon account by clicking Your Account > Your Orders > Request Cancellation

To review your Cancellation Rate Metrics and policy requirements, go to Cancellation Rate

Where can I find orders where the buyer officially requested cancellation?

You can see officially requested buyer-initiated cancellations on:


  1. Email
  2. Manage Orders page on Seller Central
  3. Order Reports
  4. Orders API response (MWS & SP-API)

Do I have to download order reports to be able to see buyer-initiated cancellations?

No. If you don’t use order reports, you will be notified of buyer-initiated cancellations through email, the Manage Orders page on Seller Central, and via APIs. The advantage of downloading order reports is that you are able to see all buyer-initiated cancellations in a single report. You have to switch the toggle option to enable the field called Buyer Requested Cancel.

I mistakenly cancelled an order. What should I do?

If the buyer contacts you saying that they still want the product, ask them to place a new order.

An order is in "Pending" status. Can I cancel it?

Orders are listed as "Pending" while Amazon is verifying the payment method provided by the buyer. Pending orders do not include the buyer's delivery address or contact information and should not be dispatched, even if the buyer contacts you directly. If buyers contact you while their order is in "Pending" status, refer them to Amazon Customer Service.

Once the payment method has been verified, the Confirm delivery and Cancel order buttons will become available in Manage Orders. In addition, the order will appear in both the orders report and the Unshipped orders report. At this point, the order should be dispatched (or cancelled, if necessary).

To learn more, go to Pending Orders.

An order has been cancelled, but neither the buyer nor I took action to cancel this order. Who cancelled the order?

Amazon can automatically cancel orders if seven days have passed after the expected shipping availability date and you have not yet dispatched and confirmed the dispatch.

How long can an order be in Pending status before it get cancelled?

In some cases, payment and order detail verification processes may potentially extend order processing times for up to 21 days.

How to cancel a partial order? Can all sellers partially cancel orders?

The Refund Orders tool on the Order detail page and the Order Adjustments feed both enable you to issue full and partial refunds for each item in an order.

Occasionally, you may need to cancel part of an order with multiple items and refund the items that have been cancelled. For a partial cancellation, upload an Order Adjustments Feed.

Important: You must be an Amazon MWS developer in order to send a Feeds request.

For more information, go to Cancel an order or multiple orders .

Note: To start a refund, the order must have already had the dispatch confirmed.

What do I do if buyers get in contact to update the address in the order?

If you have not yet dispatched the order and the buyer says that they cannot receive the order at the address they provided originally, ask the buyer to cancel the order. The buyer can then return to Amazon to place a new order using the correct address. Amazon's policy requires sellers to ship only to the address provided in their seller account.

I cannot fulfil this order as address is undeliverable; what should I do? What should I do?

If you have not yet dispatched the order, you can reach out to the buyer by contacting them through the Buyer-Seller Messages to cancel this order and place new order for the correct address.

If the order has been dispatched, you can contact the carrier service and ask them to return the product, and when the product is back, you can deduct the restocking fee from the order and can refund the buyer.

I need more details from buyer to fulfil this order; buyer is unresponsive. What should I do?

If you have dispatched the order, you can contact the carrier service and ask them to return the product because the buyer is unresponsive. When you receive the product, you can deduct the restocking fee from the order and can refund the buyer.

See also

Order Cancellations

Cancellation Rate

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