Order cancellation
We have had a customer who has request an item be cancelled as “Found Cheaper Somewhere Else”. The order (Prime FBM) is highlighted on the ‘Manage Orders’ page with a message saying “The buyer has requested that this order be cancelled…” but we have had no Amazon message or email to go with the request.
The order was for a personalised gift which has been made but I have no way to check to see if the order was made before or after the cancellation request. A message or email would have a time stamp but there is no cancellation time on the ‘Manage order’ page. This has been an on going issue since Amazon changed the way orders can be cancelled.
I have emailed customer service several times but they are not any help. So I thought I would see if anyone else has come across this issue or can suggest anything to help. In the ‘Notification Options’ on SS there is no obvious button for cancellations but it might be under something else that is turned off?
Any help would be appreciated.
6 replies
Seller_SITNVuZK87zGK
At the end of the day, it is still a request. You could still ship the item and advise the customer that as its a made to order product - unfortunately you were unable to cancel as the item had already been made.
Alternatively, you take the hit and cancel the order. You can as you have a cancellation request tagged to the order in the Manage Orders section.
You no longer ‘should’ get amazon messages regarding cancellations.
Actually, should add there might be something somewhere about you still get a metric hit if you cancel SFP orders. Others may be able to advise there.
Seller_Dzk6COlKl0Ci5
This is true, but if I did send it it would be good to know that we were in the right to do so and that it had actually been made before the cancellation request was put in.
There is no metric hit if they have requested it to be cancelled, even if it is SFP. The only issue might be is if they just return it, SFP returns seem to get auto authorised even if the item is made to order.
I am sure there should be an email to go with cancellation requests, there seems to be an email for everything else. Something with a time on would save us a lot of questioning.
