Order Enquiry - Buyers Wants To Cancel
A buyer has asked to cancel using an order delivery enquiry message as follows:
Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: 204-2416325-8856340
Item: Watch Strap Black Resin 16mm fitting, 25mm shoulders Casio G-Shock models
Reason for contact: Where’s My Stuff?
Details: Customer no longer wants item that was ordered an he would like for it to be cancelled, Please cancel and refund cc
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
Now - I only want to cancel if this will not affect my metrics - shouldnt the buyer have used a cancellation request?
4 replies
Seller_EJIX7rqDNQJi2
You are right, since the buyer did not use the correct message heading, you will receive a defect if you cancel now.
Seller_2BrPSydGy6oyq
Dear CS, please reach out to our mutual Customer and ask them to use the correct message header request to cancel their order, as required by Amazon policy and to ensure my metrics are not adversely impacted, as they would be if I acted on your instruction.
Seller_77IcbQKVGdZo0
The message indicates that the customer has contacted Amazon Customer Services who has then sent you a message. They have used the wrong header so any cancellation will impact your metrics. It will probably be very difficult to talk to the customer and to get them to use the correct heading.
You can just mark the item as despatched and then refund the order that won’t impact your metrics. Treat it as a customer return.
Also just to make sure you have not yet despatched the item? I tend to get these type of messages just after the item has been marked as despatched, it is often the customer thinks they can get a freebie. If you have actually sent the item then reply to tell the customer they need to return first, do not cave in and give a refund.
Seller_L3E8iknKXqZNV
Just noticed it is a duplicate order.
I have messaged him asking to cancel one of them from his buyer account.
lot of trouble for a £3 item!