I received a proper Order cancellation request message, I cancelled the order, I got a Pre-Fulfillment cancellation defect
The order was received on Wednesday 3rd April and cancelled the same day. Has this happened to anyone else? I’ve opened a case with SS to see what they say but it doesn’t seem right to me.
32 replies
Seller_saK5Ah2SaNYjL
me too
Our first one. I have never cancelled an order, ever, unless requested. I’ve been trying to get the defect removed but they refuse.
We sell about 50 MFN orders week. It’s put us on 2.1% defect rate that I object to!
Seller_f5cnodyVjLD4S
There have been reports of Amazon customer name and order number missing, without these the request will not be picked up by Amazon as a cancellation and will impact your metrics.
This can happen too If the customer just sent you an ‘Inquiry’ or other form of contact. Such as the ask a question on your Seller profile page.
To cancel an order without it affecting your metrics the email from the buyer must have the subject showing Order cancellation request from Amazon customer XXXXXXXXXX (Order: xxx-xxxxxxx-xxxxxxxxx). It will show when the buyer clicks the ‘Cancellation’ button from the order itself.
Seller_n4j0ukSK1Dfno
All mine had the order numbers.
Checked the emails and says “order cancellation request” in the title.
Seller_fi6OfVtFVbcq8
Same here. Just checked my metrics and I’ve taken the hit for a cancellation request.
Seller_EJIX7rqDNQJi2
Now, it sounds like the issue is a glitch, because there are dozens of threads reporting inaccurate Pre-Fulfillment Cancellation Rate defect percentages even on the main Amazon USA Seller Forum.
Seller_qHzcAWcsPVCfg
It is a glitch
Here’s mine from this week
%$%$^$^ ^$%£^"&£ jcb8jknprtgyuqwgrljwz+A0504264F7UJJFGPAS4I@marketplace.amazon.co.uk
Order cancellation request from Amazon customer %$%$^$^ ^$%£^"&£
4 Apr 1:57 PM
Please cancel this order
Many thanks
Seller_sFEUMUfeW5484
Me too. Something for sure is not right. OPened a ticket
Seller_sFEUMUfeW5484
reply from SS saying it was due to an Amazon glitch, and that “I” need to contact seller performance, as they are not able to forward any cases onto them. Amazon really should drop there first line support completely.
I don’t want to have to chase anyone, to get them to fix a fault on their site. I’m not their IT dept.
Seller_sFEUMUfeW5484
Has anyone managed to get their metrics fixed for this?
Seller_sFEUMUfeW5484
Me either. Why are Amazon so bad at providing support, it really winds me up.
