Customer cancellations - avoiding pre-fulfilment cancellation
Hi,
Apologies if this topic has been covered before but I can’t find the answer I’m looking for.
Recently the customer cancellation procedure has changed.
Now when a cancellation request comes through I get a message with a blue ‘accept cancellation’ button at the bottom of the form. It looks nice an simple.
However I was mortified to find that each time I had been clicking this button to accept customer cancellations it counted against my SFP pre-fulfilment cancellation metric.
Customers have always been able to cancel themselves without my account incurring a penalty.
I spoke with Seller support to try and get some clarification on the issue and their response was. That only Amazon can cancel a customers order and in no circumstances should the seller cancel even at the request of the customer. They also explained that the customer must contact Amazon directly.
I’m pretty miffed as I’ve worked hard to keep my metrics in check and this seems like an impossible situation.
I’ve got one more cancellation request this morning. I asked the customer to contact Amazon directly and customer support asked them to contact myself ?!
Is there a solution?
0 replies
Seller_7VbclcPFFRTnc
its always been the case that customer cancelled orders go against the SFP metrics
Seller_eaiTFE7YxSBJ2
Hmm that’s not good.
If I dispatch the goods anyway then the customer will be unhappy.
I guess I could tell them its too late and the goods have shipped. Although that flies in the face of good customer service.
For what its worth I also asked seller support to make an exemption for these cancellations.
No exemptions were made and the contact even finished the email by saying I must keep the rate below 0.5% or risk the removal of prime seller badge.
How do other sellers deal with these kind of situations?
