Buyer Cancellation Metrics
I keep reading that, in the event of a Buyer requesting an Order Cancellation, that it’s important to get The Buyer to cancel the order from their end to avoid Seller Metrics being dinged if the Seller cancels from their end.
However, there is a specific ‘Buyer Cancelled’ option for The Seller when giving a reason for cancelling an order. Does this not prevent your Metrics from taking a hit if you select it?
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Seller_KKcTTZzy6Jd6Q
The order cancellation reason (and order refund reason) are purely for your own reference, I believe CS and SS can view them, i.e. if a customers phones them to ask why their order was cancelled, but besides this they don’t actually “do” anything specific.
In order for a cancellation to avoid affecting your metrics the customer must submit a proper cancellation request, not just a standard message asking to cancel.
Once a request has been received the system is supposed to remove any metric hit that occurs when you then go ahead and cancel the order.
It sometimes goes wrong and adds a negative anyway.
