Orders being cancelled
This is a strange one. On Sunday we had 50% of our orders cancelled without any request from buyers. The items were random.
On Saturday we had 40% of orders cancelled. Upon further investigation this has been happening regularly for the past 30 days.
We changed our passwords this morning thinking this is something being done by an old employee with account access but again today we have had an order cancelled without any request.
The majority of orders are SFP orders and above £100. The smaller orders are not being affected so much. It is mainly the larger orders.
Raised this with Seller Support who have just said that it is being actioned by us. We have requested IP address and time of cancellation but we have had no update.
Has anyone experienced this? Can we get a log of who is accessing the account and when are the cancellations taking place? Are all happening at the same time or is it throughout the day?
Seller Support have provided no information. Any help would be hugely appreciated.
16 replies
Seller_7VbclcPFFRTnc
If they were being cancelled by you I believe you should see it in your cancellation defect rate
Others have reported on here that many customer cancellations are sometimes from competitors trying to damage your account
Are they just showing up in your cancelled orders tab ?
Seller_DROodOAYHftnc
Are these orders that are being cancelled within the 30 minute ‘pending’ status ?
Seller_JNQVUh96laXIF
Thank you for your input so far.
Yes we can see them in our cancellation defect rate. Which is a big problem as this is affecting our account health.
As mentioned orders are being cancelled without any request from the buyers. In fact 2 customers emailed the following day asking why their orders were cancelled when we still had the items in stock.
I can search the order numbers on our Royal Mail Click and Drop account and have found the details for all the customers orders. They are all different people and from around the country.
This fact and we are getting emails from buyers asking why their orders were cancelled makes me think that there is a technical issue. Having raised this with Seller Support and the standard response that we are the ones cancelling them is making it impossible to get to the correct team that can investigate this.
@JillyB1 - the orders are normal completed orders. On Sunday before going to bed, I checked the account and all were ready to be shipped the following day. On Monday, 50% of the orders had been cancelled.
Seller_JNQVUh96laXIF
@The_Little_Shop - the only 3rd party app is the Royal Mail Click and Drop.
We have OTP set up and do change our passwords regularly. There are no secondary users. But if the account was being accessed, surely we would find out by now.
We changed our password today and again had a cancellation without any request.
Seller_ZQyopdiwkUHOZ
I can think of three possibilities, but all seem really unlikely.
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Something in your Click and Drop is going wrong and cancelling the orders. I’d be surprised if this was possible, tbh, as our third party software specifically tells us we also need to cancel in Seller Central.
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There is something wrong with the Amazon system. This also seems impossible, as you’d think something like this would affect a number of people at once, and we’d have seen a lot of people come onto the boards to raise the issue.
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Someone is getting access to your account to cancel the orders. If you’ve changed the password then this seems equally difficult. Could you check your account to see if any other users have been authorised? If someone hacked in then made a new user and then gave them authorisation to perform actions on your account, then changing the main password wouldn’t affect them.
You’ve been selling on here for a long time, haven’t you? It was occurring to me it may be some sort of bug with that system for new sellers that limits their sales until they’re established.
Actually, thinking about it, you haven’t set a limit on the number of orders you can receive a day over the Christmas period, have you? I wonder if it could be that the orders were in excess of that figure, but then it couldn’t delay them without missing delivery promises so it automatically cancelled them.
Seller_f5cnodyVjLD4S
As an aside, on the FAQ section of your seller profile page, you need to remove the mention shown below of messaging you on Ebay and requesting additional payment, as this breaches Amazon policy.
Also your business address is still showing as Crawley when in CH it has recently been changed to a popular London address used by hundreds of companies.
Seller_JNQVUh96laXIF
This issue has continued…
We still get cancellations. No seller authorization.
We have contacted them numerous times but have got no where.
They keep saying we are cancelling the orders.
We requested IP address of logins to try and locate where this may be happening from but they said they can’t provide this information which seems ridiculous. I also requested this information under the freedom of information act but it also hit a brick wall.
regular cancellations now mean we are close to be being suspended. we are dispatching orders immediately throughout the day but if we are an hour late or so, they get cancelled.
