Given the impact that COVID-19 has had on many of our sellers, we have taken steps to proactively mitigate the impact of this event on the health of your Amazon seller account by relaxing our policies for shipping-related Performance metrics. Specifically, we will take into account any COVID-related disruption as it relates to late shipping or needing to cancel orders due to factors outside your control. While we always aim to deliver on our customer promise, our goal is to help you manage your business through this difficult period.
Below are recent questions we've received from sellers like you that may be helpful:
If you determine that you are unable to fulfil any orders due to the impact of COVID-19, you can place your account in vacation status to protect the health of your Amazon seller account. Alternatively, you can take additional steps to manage your inventory. For additional information on how to take these actions, refer to the following:
If you realise that you cannot fulfil an order, use Buyer-Seller Messaging to communicate this information to the buyer, explain the reason why, and request that they submit an official cancellation request.
If the buyer requests that you cancel a shipped or unshipped order, use Buyer-Seller Messaging to request the buyer to submit an official cancellation request. Once the buyer has submitted an official cancellation request, follow the guidance in the Order cancellations Help page.