Buyer cancels, seller is punished
Hi folks. Can anyone explain to me why this happens?
I sold an item to a buyer. The buyer messaged the following morning before I shipped the item to cancel the order. I have cancelled his order and money has been refunded, but this has now affected my seller performance! I have been penalised with a Pre Fulfilment Cancellation Rate!! Even though it was the buyer who cancelled!
I have been unable to contact Amazon to try and get answers!!
Thanks!
13 replies
Seller_EOmLRMFX8Oo9x
The buyer has to request cancellation through the cancel request not through an email to you. Amazon won’t recognise it unfortunately.
Seller_lljyzgTxr5fgI
Your quote is “I have cancelled his order”, which is why you now have a pre-cancellation metric hit, it appears. It is the buyer who has to cancel.
Seller_PsmY3U1LnRbk2
I have experienced the same thing and I wondered if there was a glitch somewhere. Buyer requested cancellation using the proper “Order cancellation request from Amazon customer XXXX” - I then followed the ‘Buyer Cancelled’ option on the drop down menu in the order. But I still picked up a hit on my Seller Performance Metrics. I’ve messaged Seller Central who are looking into it but I am nervous about it happening again! We don’t do masses of SF orders so it does not take much to go over the 1% limit! 
Seller_xUKHc5xSYJmI4
I would recommend reading messages before dispatching the order also ensure the cancellation has the heading Cancellation Request other it will affect your metrics. Something a lot of sellers have fallen foul of because this platform has never provided a clear guide to what a seller should do. Many sellers find our after the event.
