Cancellation rate is now 4%, concerned of deactivation?
Small FBM business. I had to cancel an order (for reason below). It’s the only order I’ve had to cancel in a few months. However the 2.5% threshold is for 7 days. Because I have only 25 sales in that timeframe, that one cancellation put my rate at 4%. My account is in great standing otherwise. Should I worry?
In regards to the reason, I’m also not sure if I should do a case about that. The customer chose(and paid for) an expedited shipping option however the option they chose would not have gotten the item to them by the Amazon-promised time. I don’t know how that happens since everything is automated, but it did. I reached out to the customer first thing to ask if they still wanted the item but they never replied. So I cancelled the order and let the customer know they can reorder. I didn’t want them paying for expedited shipping but then not get it when they needed it. This cancellation is the one that is affecting my aforementioned cancellation rate. Since it was caused by something in Amazon, should I do a case asking they correct my cancellation rate?
Thank you in advance.
12 replies
Seller_8heIxAf1mLwgp
Are you still in the “Healthy” status overall? if so it shouldn’t be too much of an issue.
7 days ago I canceled 1 out of 22 orders so was over 4%, but it dropped off after 7 days.
On your canceled order you were better off buying shipping from amazon and shipping promptly. You would be covered for buyer complaints.
Seller_la6yWqhB9Jzwb
If it’s literally just one cancellation, you should be fine. While small sellers are overly impacted by percent based metrics, in my (one) experience like yours, it just rolled off.
But do triple check your shipping settings. For example, I don’t offer expedited outside of the lower 48. And you can always purchase 1 or 2-day in a pinch, of course at a price…
Seller_2sSWhvyZsq56v
To me there is a difference between expedited shipping & premium shipping as you can set the TRANSIT TIME for expedited shipping (unless you opt-ed into the automation thingy) I guess.
Expedited shipping could mean faster processing as well. I would not have cancelled the order because there is no guarantee when choosing expedited shipping that I can find.
Zion_Amazon
Hello @Dudesmits,
This is Zion from Amazon, here to assist!
Thank you for the outreach. I see you’re concerned about your pre-fulfillment cancellations.
As mentioned by @davidsbook, this issue will only impact you for 7 days. When was the order placed? If, for example, it was today then it would impact your metric until 01/04/2023 and then roll off. I recommend monitoring your metric closely until it falls out of the set timeframe for the metric and reverts back.
There is no way for your metrics to be adjusted. If an order is cancelled, it will impact the pre-fulfillment cancel rate accordingly.
Do feel free to add more information to this thread. The forums community and I are here to support you.
Zion
