Order cancellation due to fraud buyer & pre fulfillment cancel rate affected
Hi, I have gone through a fraud buyer. He returned the faulty & used item & kept the new item with him. And Amazon happily refunded him the entire amount, keeping its own commission. I got repeated order from the same buyer 2 times again. I complained at Seller Support & they advised me to lodge a suspicious buyer complain & accordingly I did this. But no reply from Amazon side. So I didn’t execute the order & eventually my pre fulfillment cancel rate (CR) gets affected, which needs to be below 2%.
Now due to this, none of my listing are showing in first option, though I am a Prime enabled seller having Guaranteed Delivery option. Same product of other seller are showing there at first.
Can any body guide me when & how the account health will be re-activated.
Also how to handle such cases if such known fraud buyer again send order & Amazon doesn’t take any action as usual.
Order cancellation due to fraud buyer & pre fulfillment cancel rate affected
Hi, I have gone through a fraud buyer. He returned the faulty & used item & kept the new item with him. And Amazon happily refunded him the entire amount, keeping its own commission. I got repeated order from the same buyer 2 times again. I complained at Seller Support & they advised me to lodge a suspicious buyer complain & accordingly I did this. But no reply from Amazon side. So I didn’t execute the order & eventually my pre fulfillment cancel rate (CR) gets affected, which needs to be below 2%.
Now due to this, none of my listing are showing in first option, though I am a Prime enabled seller having Guaranteed Delivery option. Same product of other seller are showing there at first.
Can any body guide me when & how the account health will be re-activated.
Also how to handle such cases if such known fraud buyer again send order & Amazon doesn’t take any action as usual.
0 replies
Seller_gaR4ylpxJBYwc
Amazon usually doesn’t charge you a commission rate if the sale is refunded. There are a few charges that Amazon would charge though, such as the refund processing charges.
We would recommend that you ship on time even if the customer is suspicious to avoid the account health being affected. You will end up losing your STEP benefits as well, if the items are shipped late.
The CR will drop down as you process more orders. If you have at least 50 orders, you would be able to drop it down to 2% in the quarter.
Abella_AMZ
Hello,
I’m Abella from Amazon, here to assist you.
From the post above, I understand that you have concerns related to suspicious buyer and pre fulfillment cancel rate getting impacted.
Would request you to reach out to our Support team and followup on the raised concern and provide more order id’s.
The Cancellation Rate is calculated as all Seller-cancelled orders represented as a percentage of total orders over both a 7-day and a 30-day period. Cancellation Rate only applies to Seller-fulfilled orders.
This metric includes all Order Cancellations initiated by the Seller or when an order is cancelled automatically by Amazon because the Seller has not shipped and ship-confirmed the order.
As correctly mentioned by @RegalDreamTech , if you receive an order as a seller it is your responsibility to fulfill the order on time.
Our policy is that sellers maintain a Cancel Rate under 2% in order to sell on Amazon.
If you need any further assistance, you can post here so that we can help you or reach out to Account health team using “Call me now” button.
Regards,
Abella.
