Cancellation Rate
The Cancellation Rate (CR) is the percentage of total orders cancelled by the seller, during a given 7-day time period. CR only applies to seller-fulfilled orders.
This metric includes all order and item cancellations initiated by the seller, with the exception of those that are 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 CR under 2.5% in order to sell on Amazon. A CR above 2.5% may result in account deactivation.
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 to deliver. When you cancel an order or items within the order prior to 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 impact your ability to sell. In the short term, it also negatively affects your bottom line because an unfulfilled item or order is lost revenue to your company.
What is the difference between a refunded and a cancelled order?
A decision to not fulfil an order prior to ship-confirmation is a cancelled order. Once an order is ship-confirmed, a decision to accept a return or not ship an item is treated as a refund.
To view your CR and download your CR report:
- Go to the Account Health page in Seller Central.
- In the Delivery Performance section, click View details.
- Select the Pre-Fulfillment cancellation rate tab. Scroll down and click Download Report.
