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This article applies to selling in: United Kingdom

Upcoming changes to the buyer-initiated order cancellation process

Effective May 23, 2022, we are changing the way sellers manage buyer-initiated order cancellations for seller-fulfilled orders.

Seller Central – Manage orders page changes

Cancellation process:

To request an official order cancellation, a buyer must go to Your Account, click on Your Orders, and select Request cancellation.

  • If the buyer requests a cancellation after 30 minutes of placing their order, you receive an email notification and will also be able to view the cancellation request on the Manage Orders page, right above the order information, with a banner stating The buyer has requested that this order be cancelled. Cancelling this order will not affect your cancellation rate metric.
  • When cancelling the order, select the cancellation reason as Buyer Cancelled which will exclude this order from your cancellation rate metric.
  • After you cancel the order, you and the buyer will receive separate emails confirming the order has been cancelled.
Note: Selecting the reason for cancellation as Buyer Cancelled for an order cancellation that was not initiated by a buyer will impact your cancellation rate metrics.

To cancel an order requested by a buyer, follow the steps mentioned below:

  1. Sign in to your Seller Central account. Go to Orders,click on Manage Orders.
  2. View orders with buyer-initiated cancellation by looking for the banner stating The buyer has requested that this order be cancelled. Cancelling this order will not affect your cancellation rate metric.
  3. Click on Cancel order under the Actions column.
    Note: The Cancel order option is available for Unshipped orders only.
  4. On the Order details page, select the reason for cancellation as Buyer Cancelled.
  5. Click on Submit.
Note: After you cancel the order, you and the buyer will receive separate emails confirming that the order has been cancelled.

The images below show example of Step 2 and 3. On your Manage orders page, select the order you want to cancel and click on Cancel order.


Example of Step 4. From the drop-down menu, select the reason for cancellation as Buyer cancelled.


Note: If you cannot fulfil the order due to lack of inventory and need to cancel the order, select the reason as No Inventory. Do not contact the buyer and request that they submit a cancellation request.

Unofficial buyer-initiated cancellation process that will impact your cancellation rate metrics

A buyer requesting a cancellation solely via the Buyer-Seller messaging service without following the official cancellation process is considered an unofficial channel for buyers to cancel orders. Accordingly, if you cancel an order in response to a request from a buyer via the Buyer-Seller messaging service, this unofficial cancellation will impact your cancellation rate metric.

To avoid cancelling an order in a manner that impacts your metrics, you can respond to the buyer’s message, and request the buyer to submit a cancellation using the official process above.

Use the following instructions in your response: “You can find the order in your Amazon account. Go to Your Account, then click on Your Orders, and select Request cancellation."

Order report changes

For sellers who use order reports to process orders, an optional additional field called is-buyer-requested-cancellation is available on your order reports. The is-buyer-requested-cancellation column will have a TRUE value if there is a buyer cancellation request for the order and FALSE otherwise.

You can view the image below.


You can view all orders which have buyer-initiated cancellation requests in your order reports by switching on the toggle option for the field called Buyer Requested Cancel available by accessing Add or remove order report columns.

You can view the image below.


API Changes (MWS API and Selling Partner (SP) - API)

Orders API

To highlight buyer-requested cancellations to sellers, Amazon will be updating the Orders API section.

Marketplace Web Service (MWS API)

When a buyer initiates an order-cancellation request:

  1. The Order will be updated (LastUpdateDate) and the ListOrders operation will return the orders updated during the specified time.
  2. The ListOrderItems operation will include an isBuyerRequestedCancel flag and buyerCancelReason string for each OrderItem in the response when the order has a buyer-initiated cancellation.
  3. The isBuyerRequestedCancel flag will be set to True if the order has a buyer-initiated cancellation request.
  4. The buyerCancelReason will display the reason for cancellation specified by the buyer.

Selling partner (SP)-API

Similar to the orders API, for SP-API, when a buyer initiates an order cancellation request:

1. The ordersV0GettOrderItemsList operation will include an isBuyerRequestedCancel flag and buyerCancelReason string for each OrderItem in the response when the order has a buyer-initiated cancellation.

2. The isBuyerRequestedCancel flag will be set to True if the order has a buyer-initiated cancellation request.

3. The buyerCancelReason will display the reason for cancellation specified by the buyer.

Frequently Asked Questions

1. Why did you make these changes?

We received feedback from sellers saying they would like to be notified of buyer-initiated order cancellations in a way that they wouldn’t miss these requests, thereby reducing returns and refunds.

2. How is the cancellation rate metric calculated? Has anything changed?

There are no changes to the cancellation rate policy or how the cancellation rate metric is calculated. For more information, go to Cancellation rate.

3. Is there a change in the way I get notified if a buyer requests a cancellation via the official cancellation process?

Yes. You will be notified of the official buyer-initiated cancellation request via:

  1. Email
  2. Manage orders page on Seller Central
  3. Order reports
  4. Orders API response (MWS & SP-API)

4. Do I have to download order reports to be able to see buyer-initiated cancellations?

No. If you don’t use order reports, you will be notified of buyer-initiated cancellations through email, the Manage orders page on Seller Central and via APIs. The advantage of downloading order reports is that you are able to see all buyer-initiated cancellations in a single report. You will need to switch the toggle option to enable the field called Buyer Requested Cancel.

5. Will I continue to receive order cancellation requests from buyers via the Buyer-Seller messaging service?

If a buyer requests an order cancellation via the Buyer-Seller messaging service only, it is considered an unofficial request. If you cancel the order, your cancellation rate metric will be impacted.

6. What should I do if I receive a cancellation request on Buyer-Seller messaging service?

Buyer-Seller messaging is considered an unofficial channel for buyers to request an order cancellation. To avoid cancelling an order in a way that affects your metrics, respond to the buyer’s message and request them to submit a cancellation request using the official process.

Use the following instructions in your response: “You can find the order in your Amazon account. Go to Your Account, click on Your Orders, and select Request Cancellation.

7. Will I be able to use the Buyer-Seller messaging service to send messages to buyers after this change?

Yes. You can continue to communicate with the buyers using Buyer-Seller messages in the same way you currently do today.

Messages about cancellation are considered a critical message, and will be delivered to a buyer even if they have opted out of non-critical messages.

8. What happens if I choose not to accept the buyer’s order cancellation request?

At this time, if the buyer initiates the order cancellation and you choose to go ahead and dispatch the order, it will not negatively impact your cancellation rate metric.

9. Will this update change the kind of cancellations that will negatively affect my cancellation rate metric?

No. This update will not change the kind of cancellations that can negatively affect your cancellation rate metric.

Cancellation initiated by Cancellation scenario Negatively affect cancellation rate?
Buyer 1. I am cancelling as the buyer submitted an official cancellation request No
2. I am cancelling as the buyer asked me to cancel solely through Buyer-Seller messaging service (unofficial cancellation processes) Yes
Seller 1. I am cancelling as my item went out of stock Yes
2. I am cancelling as the address was undeliverable Yes
3. I am cancelling as the buyer was unresponsive Yes
Amazon 1. The order was auto cancelled by Amazon as the seller did not confirm dispatch within seven days of dispatch-by-date Yes
2. The order was auto cancelled by Amazon as we detected the buyer to be fraudulent No
3. Payment verification failed so the order was cancelled by Amazon No

Resources

Order cancellations

Cancellations FAQ

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