Cancellation rate
How to solve this problem with Amazon cancellation % 2.56%.
Orders cancelled by seller: 1
Total orders: 39 ?
Cancellation rate
How to solve this problem with Amazon cancellation % 2.56%.
Orders cancelled by seller: 1
Total orders: 39 ?
0 replies
Seller_LImVvUWeyiCfQ
Not really sure what you're asking. The way to "solve" it is to not cancel orders.
Why did you cancel the order?
The calculation is correct, so in order to dilute the number, fulfill more orders and don't cancel anymore. The one that was cancelled should drop off after 7 days.
Stevie_Amazon
Hi there @Seller_ESd1zNzSbdy8m,
I hope this finds you well!
I understand you have questions regarding the Cancel Rate metric for your account. I would like to provide further insight into the applicable policy and resources for you to utilize.
Amazon has the Order Performance program policy, which maintains that all sellers must meet certain requirements in terms of minimum performance standards. These are applicable to fulfillment, delivery, and customer service performance. Such policies, standards, and measurements have been put in place in order to provide the most positive of buying experiences for all.
Orders cancelled by seller: 1
Total orders: 39 ?
In terms of your specific situation, the cancellation rate is driven by seller-canceled orders. This will also encompass automatic refunds if the seller does not confirm shipment. There are exception under the policy, including customers initiating the cancellation via their account. This is calculated by dividing the total number of orders for a given 7-day timeframe divided by the number of seller-cancelled orders.
If you cancelled 1 out of 39 orders, you will be dividing 1 by 39. This gives the 2.56% you see on your Account Health page.
The goal is to maintain under a 2.5% cancellation rate to avoid merchant-fulfillment orders being deactivated, which is why it is important to look over the situation and understand the reason for the cancellation of the order.
As @Seller_LImVvUWeyiCfQ asked, what was the specific reason you had to cancel this order? Is this something you are able to prevent? How can you prevent further cancellations for the same and related reasons?
I would like to also forward your information to our Account Health Support team. Please ensure your contact information is up-to-date as the team may be reaching out.
Do not hesitate to ask further questions here or provide an update on your account! The forums community and I are here to support you.
All the best,
Stevie
