Both cancellations and returns are a normal part of most sales operations.
Your options will depend on the order status.
You can cancel the order in Manage Orders or using Order Cancellation feeds. When you cancel an order, Amazon automatically updates the order status in the buyer’s Amazon account and sends an email notification to the buyer.
You can let the buyer know that the order is already on its way and ask the buyer to return it to you for a refund. When you receive the return, issue a refund if you had confirmed the dispatch, or simply cancel the order if you had not yet confirmed the dispatch.
See also Cancel an order or multiple orders.
An order can only be cancelled if the dispatch has not yet been confirmed. If the buyer still wants the product, ask them to place a new order.
Orders are listed as ‘Pending’ while Amazon is verifying the payment method provided by the buyer. Pending orders do not include the buyer’s delivery address or contact information and should not be dispatched, even if the buyer contacts you directly. If buyers contact you while their order is in ‘Pending’ status, refer them to Amazon Customer Service.
Once the payment method has been verified, the Confirm dispatch and Cancel order buttons will become available in Manage Orders. In addition, the order will appear in both the Orders Report and the Unshipped Orders Report. At this point, the order should be dispatched (or cancelled, if necessary).
To learn more, go to Pending Orders help page.
Amazon can automatically cancel orders if seven days have passed after the expected dispatch availability date and you have not yet dispatched and confirmed the dispatch.
In some cases, payment and order detail verification processes may potentially extend order processing times for as long as 21 days.
|Cancellation requested by||Cancellation scenario||Negatively impact Cancellation Rate?|
1. Standard cancellation request
2. Non-standard cancellation request
1. Cancellation due to item went out of stock
2. Cancellation due to undeliverable address
3. Cancellation due to unresponsive buyer
1. Auto cancellation when Seller did not confirm dispatch within seven days of dispatch-by date
2. Amazon detected buyer to be fraudulent, cancels order
3. Payment verification failure cancellation
You receive the cancellation request through the Buyer-Seller messaging service that contains the specific subject line: ‘Order cancellation request from Amazon customer…’
To cancel an order requested by a buyer, follow these steps:
Non-standard cancellation process that might count against your metrics:
You receive the cancellation request that does not include the standard subject line ‘Order cancellation request from Amazon customer…’To avoid cancelling an order in a manner that impacts your metrics, use Buyer-Seller Messaging and request the buyer to submit an official cancellation using the standard process. Use the following instructions in your response: You can find the order in your Amazon account by clicking on Your Account > Your Orders > Request Cancellation.
Refund Orders tool on the Order Detail page and the Order Adjustments feed both enable you to issue full and partial refunds for each item in an order.
Occasionally, you may need to cancel part of an order with multiple items and refund the items that have been cancelled. For a partial cancellation, upload an Order Adjustment Feed.
For details, go to Cancel an order or multiple orders.
If you have not yet dispatched the order and the buyer says they cannot receive the order at the address they provided originally, you should cancel the order. The buyer can then return to Amazon to place a new order using the correct address. Amazon’s policy requires sellers to dispatch only to the address provided in their seller account.
If you have not yet dispatched the order you can reach out to the buyer by contacting them through the Buyer-Seller Messages to cancel this order and place new order for correct address.
If order is dispatched you can contact the carrier service and ask them to return back the product and when the product will get back, you can deduct the restocking fee from the order and can refund the buyer.
If you have not yet dispatched the order, you may cancel the order as the buyer does not respond, and contact the Amazon Selling Partner Support team explaining why the order was cancelled.
If the order has been dispatched, you can contact the carrier service and ask them to return the product as the buyer is unresponsive, and when the product is returned, you can deduct the restocking fee from the order and can refund the buyer.