When a buyer requests a cancellation
Hi,
I have had a few requests as of late from customers wanting to cancel their orders which is totally fine. My issue is that even when I cancel the item with the reason as buyer cancelled, this screws with my pre-fulfilment cancellation rate. What can I do to stop this affecting this metric as this is nothing to do with us a store but the buyer wanting to cancel the order. A store surely can’t be held accountable should 5 buyers for instance want to cancel their order?
Thanks for any help.
4 replies
Seller_19xPhE8YgkmxW
Hi Cablestop_Online1
If a customer just emails you and asks for a cancellation and you do this it will still count against your stats. They have to formally request a cancellation from their Amazon order account/Contact Seller/Cancel Order. Amazon then messages you with an email which has a heading like “Order cancellation request from Amazon customer” and THEN you can cancel safely
Hope that helps
Brian
Seller_xUKHc5xSYJmI4
To ensure the cancellation request is processed correctly without affecting your metrics is to ask the customer to send the cancellation requesting using the correct method. All cancellation requests should have the correct heading. If your cancellation request is made after you have marked the order as shipped then the order cannot be cancelled. Amazon dispatch notification will inform the customer the order can no longer be cancelled. If the customer does not require the order then they would need to follow the return process. Once the seller has received the request it advisable the customer returns the order promptly and within 14 days to avoid any delays in refunding the order. It is also advisable not to refund the order until the order has been returned.
