Please watch this video to learn about Returns, Refunds and Cancellations related Frequently Asked Questions.
Both cancellations and returns are a normal part of most sales operations.
Your options will depend on the order status.
You can cancel the order in Manage Orders or using Order Cancellation feeds. When you cancel an order, Amazon automatically updates the order status in the buyer's Amazon account and sends an e-mail notification to the buyer.
You can let the buyer know that the order is already on its way and ask the buyer to return it to you for a refund. When you receive the return, please issue a refund if you had confirmed the shipment, or simply cancel the order if you had not yet confirmed the shipment.
Please see also Cancel an order or multiple orders.
If the buyer reaches out to you saying that they still want the product, then please ask them to place a new order.
Orders are listed as "Pending" while Amazon is verifying the payment method provided by the buyer. Pending orders do not include the buyer's shipping address or contact information and should not be shipped, even if the buyer contacts you directly. If buyers contact you while their order is in "Pending" status, then please refer them to Amazon Customer Service.
Once the payment method has been verified, the Confirm shipment and Cancel order buttons will become available in Manage Orders. In addition, the order will appear in both the Orders Report and the Unshipped Orders Report. At this point, the order should be shipped (or cancelled, if necessary).
To learn more, please view Pending Orders help page.
Amazon can automatically cancel orders if one day has passed after the expected shipping availability date and you have not yet shipped and confirmed the shipment.
In some cases, payment and order detail verification processes may potentially extend order processing times for as long as 21 days.
|Cancellation requested by||Cancellation scenario||Negatively impact Cancellation Rate?|
1. Standard cancellation request
2. Non-standard cancellation request
1. Cancellation due to item went out of stock
2. Cancellation due to undeliverable address
3. Cancellation due to unresponsive buyer
1. Amazon detected buyer to be fraudulent, cancels order
2. Payment verification failure cancellation
1. Auto cancellation when Seller did not confirm shipment within 1 day of ship-by-date
Refund Orders tool on the Order Detail page and the Order Adjustments feed both enable you to issue full and partial refunds for each item in an order.
If you have not yet shipped the order and the buyer says that they cannot receive the order at the address that they provided originally, then please ask the buyer to cancel the order. The buyer can then return to Amazon to place a new order using the correct address. Amazon’s policy requires sellers to ship only to the address provided in their seller account.
If you have not yet shipped the order, then you can reach out to the buyer by contacting them through the Buyer-Seller Messages to cancel this order and place new order for correct address.
If order is shipped, then you can contact the carrier service and ask them to return back the product and when the product will get back, you can deduct the restocking fee from the order and can refund the buyer.
If you have not yet shipped the order, then you may cancel the order as the buyer does not respond and contact the Amazon Selling Partner Support team explaining why the order was cancelled.
If order is shipped, then you can contact the carrier service and ask them to return back the product as buyer is unresponsive and when the product will get back, you can deduct the restocking fee from the order and can refund the buyer.