Concern Regarding Order Cancellations After Shipment
We would like to understand why Amazon allows buyers to cancel orders even after they have been shipped. This is the second time we have had to issue a refund for a non-refundable item due to a buyer-initiated cancellation post-shipment. When we attempted to open a case, we were advised to contact the buyer directly. However, as expected, the buyer did not respond to our message. As a seller, this puts us in a difficult position, especially with non-returnable goods. We kindly request clarification on this policy and ask if there is a better resolution process in such cases to protect sellers from repeated losses. Thank you.
The buyer has requested that this order be canceled. Canceling this order will not affect your cancellation rate metric.
5/13/2025 11:26 PM PDT Order Id - 114-2040690-6704263
Shipped on 5/13/2025 ( before Ship by date)
Free Economy Shipping
Ship by date: Wed, May 14, 2025 PDT
Deliver by date: Wed, May 21, 2025 PDT
Shipped
Refund applied (1)
Buyer cancellation
Cancellation reason: Item(s) Would Not Arrive on Time
8 replies
Seller_OvL8C4BJWiuS9
There is no such thing as a non-refundable item.
If the item is already shipped, it is their responsibility to refuse delivery or accept and return. What do you sell that is non-returnable?
NR_Amazon
@Seller_90IjXd1pKDqFT I'd be happy to jump in here and assist!
Please note that buyers can only cancel an order for the first 30 minutes after the order is placed, using the Cancel Items option located in Your Account > Your orders on Amazon.
After 30 minutes, the buyer can no longer cancel the order directly, and can only submit a cancellation request for the seller to review. You will receive an email when the buyer requests a cancellation.
If you have made changes to your Buyer Auto- Cancellation Window, the order will be automatically canceled by Amazon on your behalf based on your settings and you will receive an email regarding such cancellations. It appears your current settings are set to to where a buyer can automatically cancel orders within 6 hours of placing the order. Please note that once you confirm shipment for an order, buyers will no longer be able to cancel or submit a cancellation request.
Hope this helps, thank you!
NR_Amazon
Seller_kIukTwdhvntAp
"The buyer has requested that this order be canceled. Canceling this order will not affect your cancellation rate metric."
You are MISSING the most important part of the message --
"The buyer has requested that this order be canceled."
With that message YOU have to decide if it gets cancelled or not.
"Cancellation reason: Item(s) Would Not Arrive on Time"
When this happens AFTER a shipment you DECLINE the cancellation and tell them how it needs to be handled. --
1. This has already shipped and the PO indicates that this will arrive on or before the date shown on the order as the expected delivery date. AMAZON is TERRIBLE about estimated arrival dates. My items show an estimated time of X days but they historically arrive X days BEFORE the Amazon dates so it should arrive on time.
2. This has already shipped BUT if it does not arrive by the the date shown on the order as the expected delivery date please REFUSE the shipment and it will be returned to us. If you accept it and then return it you will have to pay the return postage as required by the PO.
In no case do I cancel an order after it is shipped. I put the onus on them to have actually read the estimated delivery dates BEFORE they click on the 'buy now' tabs. If they didn't it will cost THEM the money for a return, not me.
Seller_a4veqxfRYWHbF
Also, keep in mind that if you do cancel an order per a customer's request, Amazon still allows the customer to leave you negative feedback for not shipping the order after you cancel it.
One Star Feedback "Never Received" for order we cancelled per customer request.
Seller_Ha6JyVvDK6Ybs
Never cancel any order after is has been marked shipped!
