Update to the new buyer requested cancellation experience
The rollout of the upgraded buyer cancellation experience has started. Over the next few days you must monitor and process cancellations requested from both the Buyer-Seller Messaging Service and the Manage Orders page.
As of May 19, 2022, we started to rollout the new experience for buyer requested cancellations. While this rollout occurs, you will receive buyer cancellations through the old experience on Buyer-Seller Messaging Service or through the new experience on the Manage Orders page. You could receive buyer-initiated cancellations in the following methods:
- Email: You will receive all buyer cancellation requests through email under the subject line of “Order cancellation request from Amazon customer”.
- Seller Central: You will receive some order cancellation requests through the Buyer-Seller Messaging Service, or some through the Manage Order page.
Once the rollout is finalized, this upgraded experience moves the buyer cancellation requests out of the Buyer-Seller Messaging Service to the Manage Order page, allowing you to view and process cancellations efficiently. Additionally, as part of this new experience, selling partners will continue to receive email notifications of cancellation requests.
When the rollout is finalized, buyer cancellation requests will only be received through the Manage Order page and email, meaning you will no longer receive them through Buyer-Seller Messaging Service.
However, during the rollout phase, which we expect to be finalized by June 3, 2022, customers can submit cancellation requests through either the Buyer-Seller Messaging Service or through the new cancellation experience through the Manage Order page.
30 replies
Seller_sFEUMUfeW5484
The problem though @Amazon_News is that you send so many pointless emails, in all sorts of languages that it’s almost impossible to sort through them to find the important emails from you.
I hope that seller central will show an alert of some kind, as I honestly cannot deal with having to read through all the junk you email out.
Seller_83WAHCh1S8Tbu
Absolutely nothing wrong with receiving a cancellation request through Amazon messaging and clicking the Accept cancellation button.
Why change something that actually works.
I do not check ANY external emails, only view messages and notifications through the Amazon portal.
Seller_HRqC7Eq5Rjcr4
We’ve had one today on the new system, I don’t understand how this could be considered an “upgrade”?
No widget on home page, no banner on manage orders, literally you have to scroll through all orders and any cancellation is highlighted with an orange box around it
Seller_oyxhHcudWYiZg
3 buyers have said they cannot cancel with Amazon. We have had to cancel ourselves and therefore get bad account health. Very bad as in each case it was an Amazon error, not ours
Seller_OD408ZNiEUfUp
This is totally stupid. I saw an email saying an order needed to be cancelled but there was no Amazon messages, nothing on the Amazon central page to let me know there was a cancellation request, nothing even in the order itself.
The only way you can see this is to manually scroll through your orders and an order to be cancelled will be highlighted. As do not generally use Amazon to send items, we download them into our own system, unless something now brings this to my attention they are not going to be seen at all.
how is this better? at least an Amazon message you had your attention brought to it, but now, unless you just happen to look, you will miss them totally
Seller_DTufFoxJuMU0M
Stupid system.
In their defence it really noticeable when you are on that page, I got no email to tell me there was a cancellation request, no message, no nothing only I happened to go to page 3 of my orders and seen the big yellow background on the order.
So you have to flick through every page of your orders before you actually dispatch to make sure that no one has requested a stealth cancellation thats hidden on page 10 somewhere!
Seriously please rethink this, its a nightmare for people with 1000s of orders a day and those of us who use 3rd party systems. I usually don’t even look at my order pages now I’m going to have to look through every page 3-4 times a day!
Seller_IJUh3AFmi4I5H
Haven’t had a cancellation in months now 3 in two days lol. The new orange box is a great idea on the orders page but totally shocked that no message was sent telling me there were cancellations. I honestly only noticed them by accident…
Seller_sFEUMUfeW5484
You only have to check out the Amazon developer profiles on Linkedin to see the standard of these people. Then this all makes sense.
Seller_Vf10jieAEG9f1
This is a huge backwards step, nearly missed one today. Like others we use our own software and never look at the orders page, we relied on the buyer-seller messaging and built systems and processes for this. Now the messages are lumped in with the thousands of other system messages and we have to scroll through orders. The cancellation request isn’t even on the order when you view it.
