Representative telling us to cancel orders
We were contacted today by an Amazon representative, He told us that a customer made a mistake and entered the wrong address while ordering and She wants to cancel the order, We told Him that She needs to initiate a cancellation request, We are not gonna cancel any order because this will impact our Account health, but seems like He doens't care and He wants us to cancel the order.
Any available mod? Here is the CASE ID:13330738531.
Thank You!
5 replies
Seller_flFgTCg8S2gzJ
@Veronica_Amazon @Danika_Amazon
Thank You.
Seller_flFgTCg8S2gzJ
@Tiff_Amazon @Atlas_Amazon
We would appreciate your help.
Seller_JELEnXFOrnw4L
Let's assume that you will not cancel the order..
1. The buyer may leave you negative feedback.
2. The buyer may return the item.
3. The buyer may file a A-Z claim.
4. The buyer may contact the credit card for a chargeback.
Now think how any of the above will impact your ODR.
Troy_Amazon
Hi @Amarproduct,
Troy from Amazon.
Most customer initiated cancellations will not affect your Cancellation Rate (CR) metric. That metric is only affected when you, as the Seller, cancel orders. Our CR policy page states the following:
"With the exception of those cancellations that are requested by the customer using the order cancellation option in their Amazon account. Pending orders or items that are canceled by the customer directly on Amazon are not included."
With this in mind, it is recommended to reach out to the buyer via buyer-seller messaging and have them initiate the order cancellation from their end so that your metric will not be affected. You can find more information about order cancellations here. Within that policy page, there is a section that specifically addresses the CR metric regarding cancellations.
Please continue to reach out the community for further assistance.
Regards,
Troy
