Buyer Placed Duplicate order, asked for me to cancel the order, I did so as reason "Buyer Cancelled". Now I have a damaged metric?
Buyer Placed Duplicate order
Seeing this I reached out to make sure they wanted both orders, in fact they responded saying they DID NOT. They only wanted One order.
I asked them to please cancel the order on their end. After some time passed they had not canceled the order, so I messaged again, asking if they still wanted to cancel the duplicate order.
They said YES Please Cancel it.
I then told them ok I will cancel it for reason " Buyer Canceled"
They agreed and I cancelled it.
Now I have a 10% cancellation rate? This is not correct. I listened to the buyers request to cancel. Please help.
I realize what the Amazon Seller University says. My point is that the Seller has NO means of handling this properly.
If the seller fulfills the order against the buyers wishes they will be in huge trouble and at a minimum have a return on their hands if not negative feedback.
If they cancel their metrics get nuked.
What is the solution?
Buyer Placed Duplicate order, asked for me to cancel the order, I did so as reason "Buyer Cancelled". Now I have a damaged metric?
Buyer Placed Duplicate order
Seeing this I reached out to make sure they wanted both orders, in fact they responded saying they DID NOT. They only wanted One order.
I asked them to please cancel the order on their end. After some time passed they had not canceled the order, so I messaged again, asking if they still wanted to cancel the duplicate order.
They said YES Please Cancel it.
I then told them ok I will cancel it for reason " Buyer Canceled"
They agreed and I cancelled it.
Now I have a 10% cancellation rate? This is not correct. I listened to the buyers request to cancel. Please help.
I realize what the Amazon Seller University says. My point is that the Seller has NO means of handling this properly.
If the seller fulfills the order against the buyers wishes they will be in huge trouble and at a minimum have a return on their hands if not negative feedback.
If they cancel their metrics get nuked.
What is the solution?
2 replies
Seller_YVJjn4roJOqpm
If the buyer did not request the cancellation through their interface/side, this might be the reason for the metric hit.
Generally, if you don't have a historic record of cancelling, you should be fine. It's a 7 day metric. If you get anything on your account health page asking to take a quiz, go ahead and do that just to get the flag off of your AH page.
Seller_i6S8knzW6zU6Z
Hi @Seller_72yKc2oq4VVrH,
I really feel for you in this situation - it's frustrating to be caught between helping a customer and protecting your metrics.
Looking at the help documentation, there's a key distinction in how Amazon handles cancellation requests. Under the "Unofficial Buyer-initiated cancellation process" section at Order cancellations, any cancellation requested through Buyer-Seller Messaging is considered "unofficial" and will affect your cancellation rate - even when using the "Buyer Canceled" reason.
For future reference, when a buyer messages asking to cancel, you can protect your metrics by responding with:
"You can cancel the order in your Amazon account at Your Account > Your Orders > Request Cancellation."
This way, if they use the official cancellation process, it won't impact your metrics. The help page confirms that official cancellation requests (through Your Orders) are the only buyer-requested cancellations that don't affect your rate.
I know this doesn't help with your current situation, but I hope this explains why it happened and how to handle similar requests going forward.
