Is it advisable to cancel orders placed by untrustworthy customers?
I have a customer who ordered the wrong item and asked me to change it before dispatch. I was more than happy to do so and sent out the item he wanted. Royal Mail confirmed it as delivered and now he's filed an A-Z claim against me saying he didn't receive it (he didn't even contact me to ask about the supposed missing order). Now he's ordered the same item again today.
I really want to cancel his latest order and tell him to take his business elsewhere. If I do this, will it be frowned upon by Amazon? I don't want to jeopardise my business.
Is it advisable to cancel orders placed by untrustworthy customers?
I have a customer who ordered the wrong item and asked me to change it before dispatch. I was more than happy to do so and sent out the item he wanted. Royal Mail confirmed it as delivered and now he's filed an A-Z claim against me saying he didn't receive it (he didn't even contact me to ask about the supposed missing order). Now he's ordered the same item again today.
I really want to cancel his latest order and tell him to take his business elsewhere. If I do this, will it be frowned upon by Amazon? I don't want to jeopardise my business.
2 replies
Seller_ZJhFeE3tNKzfh
Check your account health - specifcally Pre-fulfillment Cancel Rate
If that goes over 2.5% there is a risk to your account. Though amazon will likely not be concerned about one off instances.
So, if one order cancellation is only a small impact to that percentage - you could cancel.
Do note that I believe customers can still leave negative feedback on cancelled orders - so do bear that in mind.
