Order Cancelled After Pickup But No Reimbursement or Return – Need Resolution & Clarification
Hi fellow sellers and Amazon team,
I’m facing an issue that I believe many others might be experiencing as well.
A customer placed an order, which was picked up successfully by the pickup agent, but after pickup, the order status changed to "Cancelled" and now appears in the Cancelled tab in my dashboard.
The major issue is:
1. The product has already left my premises (physically picked up)
2. I never received it back
3. Amazon support is saying: “The order was cancelled before pickup, so no reimbursement is applicable.”
But that’s not accurate in this case, because the item was picked up.
If the pickup happened, and the cancellation happened after pickup, where did the product go?
It was neither returned to me nor reimbursed — effectively, I’ve lost both my inventory and money.
I have already created a support ticket, but the responses have been dismissive. I’m posting here to:
1. Ask if other sellers are facing the same issue.
2. Understand how we can better track these cases.
3. Request Amazon to look into this issue seriously and consider making reimbursement rules clearer in such situations.
Any advice or support is appreciated.
Thanks
Order Cancelled After Pickup But No Reimbursement or Return – Need Resolution & Clarification
Hi fellow sellers and Amazon team,
I’m facing an issue that I believe many others might be experiencing as well.
A customer placed an order, which was picked up successfully by the pickup agent, but after pickup, the order status changed to "Cancelled" and now appears in the Cancelled tab in my dashboard.
The major issue is:
1. The product has already left my premises (physically picked up)
2. I never received it back
3. Amazon support is saying: “The order was cancelled before pickup, so no reimbursement is applicable.”
But that’s not accurate in this case, because the item was picked up.
If the pickup happened, and the cancellation happened after pickup, where did the product go?
It was neither returned to me nor reimbursed — effectively, I’ve lost both my inventory and money.
I have already created a support ticket, but the responses have been dismissive. I’m posting here to:
1. Ask if other sellers are facing the same issue.
2. Understand how we can better track these cases.
3. Request Amazon to look into this issue seriously and consider making reimbursement rules clearer in such situations.
Any advice or support is appreciated.
Thanks
7 replies
Seller_o3Oi1K7QjGlF8
hello sir your oder id number sent me
Seller_jnt7azpM8zAWR
The transport services of Amazon has stolen your product. The product will neither be returned nor you get refunded.
If you raise case, Amazon will tell your product is not compatible with their business model. Kindly keep your legal options to check how Amazon could be countered in India.
Seller_fTSRwkMn8B3Un
Order tracking would show all actions with time sequence. Perhaps you would get your answer.
Seller_AzoaPFdoGEVqV
As per the seller support's note that "the order was cancelled before pickup," it's likely the cancellation happened before the order cutoff time, but the cancellation email may have gone unnoticed.
Additionally, if the pickup agent did not scan the shipment at the time of pickup, they might have unknowingly accepted the cancelled order. Once the package reached the local hub, the scan would have failed due to the cancellation, and the item would have been set aside as it's no longer in the system.
Unfortunately, in such cases, the product usually remains at the local hub untracked, and the chances of it being returned are very low.
To prevent this in future:
1) Always double-check the order status before handing it over/if any cancellation remove the shipment from ready to ship orders.
2) Ensure the pickup agent scans the package in front of you.
3) Watch out for cancellation emails, especially around the cutoff window.
Hope this clarifies the issue...
Seller_qCAWAMxZrwK25
YES, ABSOLUTELY SPOT ON. WE ARE GOING CRAZY DEALING WITH THIS ISSUE
Sakura_Amazon_
Hello @Seller_zwpBYqyuPftr1,
This is Sakura from Amazon. Welcome to the Seller Forums.
As per Order Cancellationshelp page for Easy Ship orders: A buyer can cancel an order anytime until it's scheduled for pick-up. After scheduling, the buyer can only submit a cancellation request for your review, and you'll receive an email notification.
Could you check when the pick-up was scheduled and when the order was canceled? Also, what's the current tracking status of the package?
Regards,
Sakura
