Customer cancellation request
it seems there is a new cancel order mechanism
and Amazon have not communicated it to sellers,
When I viewed the customer cancel request via seller central messages there were 3 boxes,
(sorry I didnt screengrab it first - but it read something like)
Accept Cancel Order Request / Order Already sent do not cancel / Something else
anyway I accepted the cancel request, and it then showed me the message the customer would receive as a result which could not be edited or added to.
it read
"Hello, Thank you for shopping with us. Amazon seller Acme Corp has confirmed the cancellation of your recent order. You can expect to see the money refunded to your account within 5 working days. Regards Acme Corp "
this is wrong on two counts,
first part ‘Thank you for shopping with us’ is that from amazon or us the seller?
“You can expect to see the money refunded to your account within 5 working days”
WRONG - if the order has not been despatched - customer has not been charged - and this part is handled by amazon and not the seller - so why include the seller in this? - if a customer’s bank is slow processing a removal of the ‘pre authorisation’ from their account (which often happens) they will come back to us the seller and not to amazon customer services.
@Jessica can you look at this new customer facing messaging please - as I presume a customer dissatisfied with the communication or delays in removing the pre-auth can still leave non-removeable feedback on the sellers account.
And can someone confirm if this new mechanism allows SFP orders to be cancelled without penalty to metrics - something lacking from the previous mechanism.
A pre-written message sent apparently by the seller needs to match the quality of communication we would be sending to our customers,.
if it is rigid and cannot be changed it should be from amazon - please dont loop us in with the clumsily worded messages.
and what message does a customer receive if we deny a cancellation (goods already in transit)?
we need visibility of this now.
different sellers will have different messaging to send to customers who wish to cancel an order already despatched (custom made / perishable / hygiene etc)
17 replies
Seller_hLHls2hV7bS8p
I saw this last week with an SFP cancellation request. I cancelled it and it looks like it’s not an exemption… surely a customer request would be an exemption
Seller_xUKHc5xSYJmI4
Hi
The customer has paid for the order and the order is pending status waiting to be dispatched by the seller. Accepting the cancellation request before the order has been dispatched the customer will receive a full refund within 5 days.
Pre Fulfilled Cancellations affect seller metrics. Meaning orders that the seller was unable to dispatch because of insufficient stock or stock adjustment.
Thats how I read the information.
Seller_hLHls2hV7bS8p
Just checked and the options are Accept cancellation, Write message, and Report message.
