Will I be penalised for cancelling this order?
Hi everyone, I hope you can help. I’m a FBS seller, downsizing my (massive) book collection. I have a book listed, and received an order for it, but no payment for it showed in my payments area. I did not receive a cancellation request from the buyer.
On taking it down to pack it I noticed a stain on the rear cover that I had not mentioned in my description.
I contacted the buyer via Amazon messaging pointing out the issue, asking him what he wished to do, go ahead or cancel. No reply. A week later I sent another message via Amazon seeking clarification, and again no reply. I have now had an email from Amazon asking me to ship now or risk cancellation.
Against the order itself I have the following marker:
Confirm as dispatched by 22/07/2021 to avoid cancellation. Shipment is late.
To clarify, I have no funds from the buyer showing in my payment area, and have had no reply to my messages asking for a way forward.
As a new seller, should I cancel this order myself or raise the issue with Amazon. My account is in ‘Good’ health with no penalties of any description.
Your advice on a way forward would be greatly appreciated.
5 replies
Seller_esvgLzKXw2YAl
It sounds very much like you are making a problem out of nothing.
Go read Seller university before you do anything else!
You DON’T get paid until you mark the order sent!
If there is an issue with the item, then you simply need to make a choice and stop prevaricating over it.
If the customer hasn’t answered you, then they probably haven’t received the email.
If you cancel the order, without a cancellation request, you get a hit on your metrics.
If you send the order and the buyer isn’t happy, you have to pay for it to be returned.
There are no other choices here.
Seller_19xPhE8YgkmxW
Hi Goldcoastbooks
What Neil says is fine, but there’s one other optiion - repeat your email to the customer, sent from your own machine using the Az verylongaddress and with [important] in the title line… it may get through if the earlier message failed
We all have this from time to time
Brian
Seller_7VbclcPFFRTnc
You don’t get the funds until you’ve marked it as shipped
You only have 7 days to post an order from them ordering it otherwise amazon will cancel it and mark a defect on your account
You’d need to have approx 50 orders a week for it not to affect your health as you can only cancel 2.5% of orders
