What happens when a customer cancels an order in transit?
Hi everyone. I would like to get some feedback on the topic please. The customer cancelled while the product is in transit. When the customer receives it, would it make sense to return it? What is the cost to return?
4 replies
Seller_WAZNnMBpd99sI
Too bad, so sad....
once processed for shipping orders may not be stoppable, and buyer is responsible for at least return shipping costs.
After receiving, the buyer can go her account and Request to Return this Order as No Longer Needed, or Ordered by Mistake.
Buyer will pay return shipping costs, and/or you will withhold shipping costs and any applicable restock fees.
-Sellers can charge up to 19% restock fees and click withhold the return shipping costs, if you refund before return is scanned.
Otherwise, if the buyer doesn't lie on her return request, Amazon will withhold the return shipping cost only- and refund is issued when the return shipping label is first scanned.
*the above is in regards to orders under $100
Veronica_Amazon
Hello @Seller_0l3RXtTP5XP8l,
I do understand that an item was shipped and the buyer later cancelled the order. You do have the option of requesting that return of the product or extending a returnless refund. As mentioned, the buyer should request a return via their account and select the appropriate reason. Based on the reason, this will determine who pays the shipping costs for the return. This help page is a great resource for navigating returns/refunds.
Although it does not appear to be the case here, as a reminder, you want to always keep in mind that canceling orders when the buyer unofficially requests cancellation through Buyer-seller messaging will impact your Cancellation Rate metrics. This Order Cancellations help page is very helpful as well.
Kindest regards,
Veronica_Amazon
