How do I now manually cancel an order safely
I am confused with the new cancellation process.
OK. So a week ago a customer bought something and it sat in Pending
Last friday they bought it again - and obviously must have updated their credit card or something as now both orders went to Unshipped.
I therefore messaged customer to ask i they really wanted both orders or was one a mistake. They responded to say yes - it was a mistake - they only wanted 1 and I should cancel one of the orders.
So I messaged back to ask customer to formally request to cancel the order as I was unable to do so manually (OK I know I can - but it gives me a metric hit)
No request has come in (that I can see) and the orders have to be dispatched today. Now as the cancellation process has changed - I dont know whether ive missed the cancellation, where I should be looking to see it - or whether customer has not done it yet.
I will manually cancel one order and take the metric hit - but its ridiculous that should be the case - especially considering its a customer legal right to cancel. We really should not be penalised.
0 replies
Seller_7VbclcPFFRTnc
Unfortunately without the official request, you’ll take a metric hit
Can your account take it ?
How about the unofficial way of mark as shipped and refund
Apparently the new way is a big yellow box around the order on manage orders page
Seller_4MlYJvoHfdkDh
Just ship both, put the same tracking number on both, and refund one of them after.
Seller_nXrmtrWLfJULN
I cancel and choose the reason “Buyer cancelled”.
I’ve never seen it go against my metrics when done this way.
Seller_bhSWqoVh7Pn98
We rarely contact Buyers anymore that duplicate orders, due to the metrics.
You try and help a Buyer, and they do not action the cancellation correctly, as you say, they just reply to you.
If you ask, then tell them in that message how to cancel correctly, even if they call Amz CS. Give them a time and say if not done that correct way, then the item will be shipped.
If you ship and then refund, you have to pay Amz refund fees.
If you let them know, often they reject the parcel, so costs you even more. Whereas, if you don’t notify them, then they accept the parcel, and that makes them pay for a return at least, so makes sure they check properly next time.
