"Seller should NOT cancel the orders at any cost!?"
Please help. We have received this message from support. Previously they advised that you need the customer to send a cancellation request before cancelling?
How can you cancel orders without affecting metrics?
Dear Seller,
Please be informed that seller should not cancel the orders at any cost. The buyer itself have to cancel the order, if they are unable to cancel it, then buyer can reach out to the customer support team for cancellation. Your order cancellation rate should not exceed more than 0.5% of your weekly orders.
Thank you for selling with Amazon.
Amazon.co.uk Seller Support
62 replies
Seller_xUKHc5xSYJmI4
If you are unable to fulfil the order best not to list it. Cancellations can only be made by the buyer under the correct heading.
Seller_Nprc5XWvdLYk9
the OP is referring to SFP orders.
The emails from amazon that tell a seller a customer wishes to cancel have a supplemental note from amazon clearly stating that an order cancelled at the request of a customer will not affect the sellers-metrics -
until recently it even had a helpful button saying to ‘accept cancellation’
the same incorrect information about customer-cancellation requests is even on the sfp metrics page
yet amazon will not remove the defect -
this has been dragging on for too long and no one at amazon will
A) correct the invalid information on the sfp metrics page
B) remove the invalid information that appears on the customer cancellation request messaging
C) actually have a mechanism for a customer to cancel an SFP order that has not been despatched.
do not mark it despatched and then cancel the label - it will put the order back into the list of orders waiting to be despatched.
are you with amazon shipping?
all you can do is to refer the customer to amazon customer services who will set the order to Reject - you still pack the order - but if it is with amazon shipping they will scan it (when they start scanning again of course) and see it is rejected,.
nightmare
Seller_ZQyopdiwkUHOZ
There are different answers depending on whether you are talking about Seller Fulfilled Prime or the Merchant Fulfilment Network.
If you’re selling SFP then you cancelling an order, regardless of a buyer request, will negatively hit you metrics. It HAS to be customer services who cancel SFP orders.
Seller_4jeZD40ha7u4o
Sorry if the subject was not clear, here is the issue;
We are shipping goods under SFP , we are NOT cancelling any orders. Customers are requesting official cancellation and only then we are cancelling as we have no other choice.
We are however getting regular warnings that our cancellation rate is over 0.5%. Every time we check the defect spreadsheet it only refers to the official cancellations by the customer .
Yesterday we had a Warning, it showed 4 defects of cancellation, all 4 have been cancelled through messages received on seller Central with official cancelation request. We write back to AMZ with the evidence, asking why we are getting the warning and request investigation , but we then get the usual message ;
Dear Seller,
Please be informed that seller should not cancel the orders at any cost. The buyer itself have to cancel the order, if they are unable to cancel it, then buyer can reach out to the customer support team for cancellation. Your order cancellation rate should not exceed more than 0.5% of your weekly orders.
Thank you for selling with Amazon.
Amazon.co.uk Seller Support
Is anyone else facing the sale issue? How to resolve this if AMZ doesn’t want to do anything?
Seller_ftMMn0UeA4IQP
Why are you getting so many orders which turn into cancellation requests? It may be easier to address that, rather than try to find a way around impacting your metrics
Seller_1a9aic95k6HPe
If I find I cannot fulfil an order for whatever reason, I email the customer and advise that there might be a short delay before new stock arrives. If they are happy to wait I mark the item as dispatched(so as to not affect my late posting metric), or if they don’t want to wait and ask to cancel,I can put it down as buyer asked to cancel.
Seller_4jeZD40ha7u4o
With our type of products which are often delicate, large , expensive , it is a big risk sending out and then asking customer to reject . Firstly item & box can get damaged in the process. Secondly It can get stolen , thirdly the cost shipping and the percentage that Amazon does not pay back adds up to substantial amounts. Then often the customer support, writes and threatens us that if we don’t cancel we get an A-Z claim 
Why AMZ operation is so illogical in so many ways?
Why is it wrong for seller to cancel the order to customers official request?
Why give the customer a run around , for what reason?
Why risk getting a negative feedback ?
Can the AMZ moderator comment on this subject please?
Seller_K71iKhD8kX1da
Found out the hard way that any cancellation of orders will hurt your SFP metric, just by accepting customer requests it has taken us over 0.5% before. Now any requests we receive we direct the customer to Amazon customer services.
We like to keep some wiggle room with our 0.5% cancellation metric and don’t want it to be used up by customer requests because we have to cancel the odd order here and there.
Seller_4jeZD40ha7u4o
It’s absolutely unreasonable & illogical if Amazon expects the seller (SFP orders) to ship the goods despite the customer raising official cancellation request using ''order cancellation option '. It means raising documents, buying shipping label, Picking/Packaging, Shipping , then waiting several days, if lucky to get the package back and the whole reverse process of unpacking, checking for damages etc. etc.
Amazon’s own statement in the warning says;
‘exception of those that are requested by the customer using the order-cancellation options in your Amazon account.’
We should not get a warning or our our metric get affected if we cancel based on customer’s official cancellation request using the 'order cancellation option '.
