i cancelled customer order after getting approved
I had contact customer to cancel order and they all agree for me to cancel their order so actually i get approval from them before cancel the orders. However, my account health is at risk even though i choose customer cancelled. What can i do in this case?
i cancelled customer order after getting approved
I had contact customer to cancel order and they all agree for me to cancel their order so actually i get approval from them before cancel the orders. However, my account health is at risk even though i choose customer cancelled. What can i do in this case?
2 replies
Seller_4zBzdtgCyS9EI
The customer canceled IF the customer, WITHOUT YOUR INPUT, clicked 'cancel order" n their order screen, NOT because you could not fulfill the order, offered a different product or they could cancel and then they opted to rather cancel. that is SELLER FAULTED
You can also not cancel an order because I customer said so. You need to send them to their order screen to request a cancellation.
Stevie_Amazon
Hi there @Seller_LhotkrdbT33Zy,
I hope this finds you well.
I understand you recently cancelled orders and are now seeing an at-risk banner in your Account Health page. I would like to provide clarity on the applicable policy as well as provide you resources so you can prevent such issues moving forward.
The customer canceled IF the customer, WITHOUT YOUR INPUT, clicked 'cancel order" n their order screen, NOT because you could not fulfill the order, offered a different product or they could cancel and then they opted to rather cancel. that is SELLER FAULTED
As @Seller_4zBzdtgCyS9EI has mentioned here, when the seller initiates the cancellation it will ultimately reflect this action and impact your cancellation rate. Amazon recommends sellers keep this percentage at 2.5% or lower in any given 7-day window. This is to ensure all sellers have products ready to ship to their customers and, while we do understand there are unavoidable situations, it is best to understand why you needed to cancel a buyer's order. Identifying and understand the reason for the cancellation will help you to prevent the same issue from repeatedly occurring. While your customer could agree to the cancellation, it will not qualify as an exception to the cancellation rate if you, the seller, is the one who cancels the order.
A decision to not fulfill an order before ship-confirmation is a canceled order. Once an order is ship-confirmed, a decision to accept a return or not ship an item is treated as a refund. For further insight into what does and does not impact this, visit this page.
What was the reason for the cancellation? Was this something you are able to prevent?
Please feel free to continue utilizing this thread to ask questions and replies here, as the moderating team and myself are here to support you alongside the community.
Stevie
