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This article applies to selling in: United Kingdom

Cancellation Rate

The cancellation rate (CR) is the percentage of total orders cancelled by the seller, during a given 7-day time period. Cancellation rate only applies to seller fulfilled orders.

This metric includes all order and item cancellations initiated by the seller, with the exception of those that were requested by the customer using the order cancellation options in their Amazon account. Pending orders or items that are cancelled by the customer directly on Amazon are not included.

Our policy recommends sellers to maintain a cancellation rate under 2.5% in order to sell on Amazon. A cancellation rate above 2.5% may result in deactivation of seller fulfilled offers.

Note: Performance targets for Premium Shipping orders vary from the above. For more information, go to Premium Shipping and guaranteed delivery.

Why should you avoid order cancellations initiated by the seller?

It is important to ensure that products you have listed on Amazon are in stock and available for delivery. When you cancel an order or items within the order before fulfilment, it’s usually because the product is out of stock. Although in normal business practice, some percentage of stock-outs might be unavoidable, it is recommended to minimise such issues. High cancellation rates are a problem that can affect your ability to sell. In the short term, it also negatively affects your bottom line because an unfulfilled item or order is lost revenue for your company.

What is the difference between a refunded and a cancelled order?

A decision to not fulfil an order before dispatch confirmation is a cancelled order. Once an order is dispatch-confirmed, a decision to accept a return or not dispatch an item is treated as a refund.

To view your cancellation rate and download your report:

  1. Go to the Account Health page in Seller Central.
  2. In the Delivery Performance section, click View details.
  3. Select the Pre-Fulfilment cancellation rate tab. Scroll down and click Download Report.

See also

Order Cancellations

Frequently asked questions about cancellations

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