Help with SFP Plan of Action for cancellation rate please?
I need some help with as plan of action if anyone has some advice?
We have been selling on SFP since the end of August this year. We made a mistake the weekend before last. A customer asked to cancel an order via a message on the 26th October, they had mistakenly ordered 25 lots of 100 of one of our items and wished to cancel and re-order 3 lots of 1000. We should have asked them to request cancelation via amazon but in a moment of madness we cancelled the order for them and they did re-order. On our SFP metrics the 25 items on one order show as 25 actual cancelations rather than 1 order cancelled so it has pushed our rate above what is allowed. (The cancelation shows on our SFP metrics on 28th Oct)
I have posted the amazon email below.
It is a little frustrating because in theory I think the question should have gone directly to Amazon Customer service as it was a prime order but we know that is no excuse.
Any input would be gratefully received…
Dear Seller,
Your Order Cancellation Rate for your Seller Fulfilled Prime orders has reached above the 1% maximum threshold of the program. In the period from 28th October to 2nd November(Week 44), your Order Cancellation Rate was 8.87%
The Order Cancellation Rate (OCR) is all seller-cancelled orders represented as a percentage of total orders during a given 7-day time-period.
This metric includes all order cancellations initiated by the seller, with the exception of those that are requested by the customer using the order-cancellation options in your Amazon account. Pending orders that are cancelled by the customer directly on Amazon are not included.
Our policy is that sellers maintain a OCR under 1% in order to sell on Amazon. Please submit a Plan of Action that explains:
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Why your Seller Fulfilled Prime Order Cancellation Rate has passed above the 1% which is maximum threshold?
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What actions are you taking to remedy the situation?
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What measures you are putting in place to avoid the reoccurrence of this problem?
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What is the time frame for the implementation of this POA?
To review your Seller Fulfilled Prime Performance Metrics and affected orders, you can visit your Seller Fulfilled Prime Performance Dashboard here -
(link removed) and click on ‘Download Defect Report’, ensure you download the last 15 days of data and then filter the report to cover delivery dates within the time period stated above.
Please respond to this email no later than Friday, 08th November 2019, 3PM."
Please note: Your Performance metrics are subject to change over time as the data matures in our system.
Kind Regards
Seller Fulfilled Prime Performance Team"
Thank you for selling with Amazon.
8 replies
Seller_gir9vW9ZGl74E
Is there a message from the customer asking about cancellation?
Just try and be succint and reference that, that you thought the customer had put through a cancellation request. SFP team are pretty good.
Just don’t waffle and be succint. Post in bullet points. Kika has some great templates.
Post the POA here before you submit it.
Seller_sskdn8N7vF307
Hi Garden_Bulbs,
In general, your plan should be structured, concise, and detailed to the core issues detected within your account. I suggest following these guidelines from now on:
- The root cause of the issue
In this point, explain in detail the issue you had with this customer and acknowledge the mistake.
2. The steps you immediately took to resolve the root cause(s) you identified
Can you include the policy and how will you implement this knowledge in order to not have this problem in the future. What will you do next time when a customer will ask you to do a similar thing again?
- How you will avoid similar issues from happening again
Provide a timeline. Think long-term.
Feel free to share your plan of action!
Hope this helps
Seller_sskdn8N7vF307
Hi Garden_Bulbs,
Thank you for sharing your updated plan of action.
After reviewing it, I think it looks good. I would only suggest you to specify which Amazon´s policies and guidelines are referring to.
Also, from your preventive measures it is not clear what exactly are you going to do next time, when a customer will request a cancellation.
