Buyer requested to cancel 2 orders has had negative impact on Account Health
A buyer recentlly asked me to cancel 2 orders which they made in error. This has increased my Pre-fulfilment Cancel Rate to 9.52%, Need I be concerned about account deactivation, as. Amazon state the following in Account Health: “Our policy is that sellers maintain a CR under 2.5% in order to sell on Amazon. A CR above 2.5% may result in account deactivation” My account is in good standing apart from this score.
4 replies
Seller_SITNVuZK87zGK
It’s hard to say - you should be OK if its your first time this has happened - but you may get a call or email from amazon.
For future reference - Mercant Fulfilled orders should ideally only be cancelled when the buyer has provided a Order Cancellation Request Message in the messaging system - anything else will affect your Cancellation Rate Metric. I know if its SFP orders - you can’t cancel any without it affecting the Cancellation Rate though.
Seller_tRuvBEHDedp4q
I think, If customer requested to cancel using the correct Amazon procedure then it should not effect account health.
If they sent you a direct message asking you to cancel which you then did, then yes it can effect account health.
In future, if you get a request in messages to cancel, direct them to the appropriate place instead of doing the cancellation yourself (from customer point of view this is in Your Orders - Order Details - Cancel Order).
The cancellation request still comes to you via Messages - but you will see its from Amazon and not directly from Customer
Seller_xUKHc5xSYJmI4
If the message you received does not contain the header
Order cancellation request from Amazon customer *************
Then it will damage your metrics. Some use the wrong headers when sending messages.
Seller_bjLw0eTdnAAE5
I got caught out when I cancelled an order after I got the following message from Amazon.
“Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: xxx-xxxxxx-xxxxxx
Item:
Reason for contact: Cancel order
Details: Hi,
Customer wanted to cancel the order since he choose the wrong color. Kindly assist the customer.
Thank you.
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
https://sellercentral.amazon.co.uk/gp/communication-manager/inbox.html
We hope you’re able to work this out with this customer.
Sincerely,
Customer Service Department
Amazon.co.uk”
My request to get it removed from my metrics, has so far been denied.
