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.

Offer Suppression due to order cancellation

We closely monitor your listings with seller-cancelled orders and may remove the offer if there is a history of seller-cancelled orders or two consecutive seller-cancellations for orders placed in the last 30 days. You can reactivate offers by taking the following steps:

1. Go to Manage Inventory in Seller Central.
2. In the search bar above your list of products, search for the ASIN that has been deactivated. Or you can select the Inactive option to filter for all inactive offers.
   Note: ASINs removed for cancellation will appear as Inactive (Ineligible for seller-fulfilment) status with an orange marking.
3. Click Edit and the update the price of the ASIN to reactivate the listing.

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. Of course, some percentage of stock-outs may be unavoidable in normal business practice, but we expect you to try 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 before dispatch confirmation is a cancelled order. Once an order is dispatch-confirmed, a decision to accept a return or not deliver 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