Order Cancellation
Hello.
I had a few orders yesterday - I went to unshipped and bought the shipping. 10 minutes later I went to shipped to check my parcels that were due for delivery and one of the orders I had shipped was marked as Cancelled By Customer ordered in error.
Not being able to see a cancel order option, I refunded the shipping label and then refunded the customer.
I am not stuck with the item in unshipped and now late shipment! Going around in circles with seller support, who have told me to confirm shipment and ask the customer to reuse it or initiate a return?
Seller Support advised me I will have to make do with the late shipment on my account, and it will go away aft a period of time.
Don't suppose anyone else know what to do or if mods can help?
@Maja_Amazon , @Winston_Amazon , @Julia_Amazon case 9885353162 and 9888664272
Andrew
Seller_hOZNPw7G8FIjl
This doesn't make sense to me.
If you bought shipping through Amazon, the system automatically marks the order as dispatched as soon as you buy the shipping - so the order cannot possibly be classed or showing as "late dispatched".
Secondly when the order is marked as dispatched (when you bought the shipping) there is no cancel order option, the only option is to refund, as you did.
After going through the above process, the order cannot now be showing as unshipped. So there is something that does not add up here.
Seller_hRO7UAJDvJDwK
It was the last of three, and I am 100% sure it wasn't marked as cancelled at the point of buying shipping.
The only thing I can think of is that as I did each one, the page doesn't refresh, so the cancellation was made by the customer during the buying shipping phase. The other odd thing is that I never had a cancellation email.
It is my first customer cancelled.
I was just waiting to go to the warehouse to pack, and I checked the shipped items to check on the delivery progress of my other orders, and the order was highlighted in yellow.
I refunded the shipping label, and then it went to unshipped, and then refund the customer marking as customer cancelled.
Today more than 24 hours later it is showing as late
It is still in unshipped with seemingly no way to move it other than to ship it.
Seller_Nprc5XWvdLYk9
we have this
and after 4 months the stuck order is still there
and no one can remove it.
Seller_hRO7UAJDvJDwK
My communication with Seller Support has been really frustrating, just keep telling me to cancel it. When I keep telling them that I cannot.
Must be a simple task for someone at Amazon to actually mark it cancelled.
Seller_Nprc5XWvdLYk9
we got one step further,
amazon support told us (after they consulted internally)
that the order was closed - but to remove it from our screens we needed to do a "dummy" despatch.
I asked how this would affect our metrics (vtr and late despatch)
given a case reference to refer to
asked for further assurance that any defect would be removed.
they eventually confirmed yes.
went to mark it despatched
and got an error - regardless of whatever date we choose - it says "we are currently experiencing difficulties with this tool"
so back to square 1 again.
Seller_TvXyOEvIHoN9h
We are a Prime seller so use the buy shipping function. This has happened to us a few times where the order just sits there.
What we were advised to do was to manually 'Confirm Shipment' and just choose any courier and then type in a dummy reference. If this then detriments our metrics then i was told i could log a support call and they would make sure this was taken out of the equation. To be honest it has barely interfered with our metrics, so on the rare occasion we find this situation we know we don't have to worry about it.
