order cancel
We do embroidered bibs, recently had to cancel 2 orders as customers mistakenly ordered a black bib and chose black embroidery, which is obvious will not be seen, sent both customers emails about this to change the colour, and never had a reply, so had to cancel as I was risking order delayed in sending. This is affecting my account health, what is best to do in situations like this? don't tell me carry on with the order as ordered as than customer will or return back or leave a bad feedback. Totally confused
order cancel
We do embroidered bibs, recently had to cancel 2 orders as customers mistakenly ordered a black bib and chose black embroidery, which is obvious will not be seen, sent both customers emails about this to change the colour, and never had a reply, so had to cancel as I was risking order delayed in sending. This is affecting my account health, what is best to do in situations like this? don't tell me carry on with the order as ordered as than customer will or return back or leave a bad feedback. Totally confused
3 replies
Seller_7UdI0hVdHh441
unfortunately, you’re forced to cancel and have your metrics affected or you create the order and risk the buyer not liking it and asking for a return or even open up an A to Z claim. Which they’ll likely win. So this is one of those you can’t win type of things. The whole message system is awful. Funny how we have to answer within 24 hours regardless if it’s the weekend or a holiday but you can write them with needed information and they are allowed to just ignore that message. They need to Either make them read the messages from sellers or let sellers cancel for orders like this and not get penalized for it, it’s unfair.
Seller_2azHBWt7FzGTG
@Seller_5csNBUW6kUaEy I do believe that since Amazon made that No Returns policy on customized items, the customer agrees to the terms set forth when they click on the purchase button. If you cannot get a response from them, then you are to fill the order and send it out.
Yes they may contact you when they receive it but you have proof that you tried to contact them and they did not respond.
Since you can prove that they ordered it that way, the burden of the return is on the customer. In order to receive a refund, they must return the item.
I would be more worried about the metrics hit than the bad review. You can actually speak with a customer after they have received something and work something out as they obviously ordered it that way and you have proof. But the metrics hit is irreversible and caused by your fear of what the customer might do. Maybe they wanted it the way they ordered it. Better to fill the order and get a message from a customer than take the metrics hit and lose your selling status for cancelling orders without the customers ok.
priscilla_amazon
Hey @Seller_5csNBUW6kUaEy, agree with @Seller_2azHBWt7FzGTGmentioned above.
Perhaps the best path is to fulfill the order as the customer requested. And have proof that you exhausted all options to contact the seller and confirm what they chose. You can review the Communication Guidelines help page here
I understand your analysis and what drove you to make this decision, however, it's important to consider that customized products are not eligible for returns and that the customer may leave a bad review since they didn't receive the product.
