Order canceled by costumer and feedback negative
Dear Amazon team, my order 111-9603347-3437020 was canceled by the customer. and he gave a 1 star feedback just saying that the order was canceled. In this case, the feedback should not count in our ODR, because we never had access to the customer, since the order appeared canceled to us. I ask for help with this situation, because when I try to dispute only automatic responses generated by AI informing me that I should request the removal within feedback manage, but that is also not possible. Can a moderator help me?
@Quincy_Amazon
Order canceled by costumer and feedback negative
Dear Amazon team, my order 111-9603347-3437020 was canceled by the customer. and he gave a 1 star feedback just saying that the order was canceled. In this case, the feedback should not count in our ODR, because we never had access to the customer, since the order appeared canceled to us. I ask for help with this situation, because when I try to dispute only automatic responses generated by AI informing me that I should request the removal within feedback manage, but that is also not possible. Can a moderator help me?
@Quincy_Amazon
2 replies
Danny_Amazon
Hello @Seller_Z6P0x6iB1IZgR- thank you for posting about this experience. Per our page on Order Cancellations:
"For the first 30 minutes after the order is placed, buyers can cancel their own order using the Cancel Items option located in Your Account > Your orders on Amazon.
After 30 minutes, the buyer can no longer cancel the order directly, they can only submit a cancellation request for the seller to review. You will receive an email when the buyer requests a cancellation."
Can you help share if you did receive an email with a cancellation request? Further, if you'd like to share the case ID on the topic, I'd be interested in taking a closer look! It is true that feedback removal requests need to go through the Feedback Manager, but if that isn't possible, did you highlight that gap in your case with support?
Thanks for letting me know,
Danny
