Negative feedback on an order cancelled by the buyer
If you read these forums you are aware there are times a buyer cancels an order before or during processing. You lose a sale and waste your time because they changed their mind, found a better price, or realized they couldn't afford the purchase.
It's worse when a buyer self-cancels and then leaves negative feedback. Responsible sellers try to handle these situations professionally. I understand your frustration. Giving sellers a streamlined way to address unfair negative feedback stemming from cancelled orders before processing could help mitigate some of the challenges you describe in these forums.
Seller sentiment asks why Amazon cannot modify the system to preclude a self-cancelling buyer from leaving feedback. I will work with the partner team to find out what options may be possible and practical. Of course, any solution would need to balance the needs of both buyers and sellers.
If you respond to this post with a request for help, please know I may get a large number of requests. Anything older than 90 days I cannot submit - this is a partner team rule. To help me manage requests, please include the following information if you post.
- Order ID
- Case ID (you must contact support and request removal before I may appeal on your behalf)
- Marketplace (for now, US only)
- Confirm that the cancel was done by the buyer. Seller cancelled order feedback is not a qualified use case.
- Buyer feedback, verbatim - this must be a direct quote "..."
- Justification: Explain why it should be removed or struck through.
Susan
Negative feedback on an order cancelled by the buyer
If you read these forums you are aware there are times a buyer cancels an order before or during processing. You lose a sale and waste your time because they changed their mind, found a better price, or realized they couldn't afford the purchase.
It's worse when a buyer self-cancels and then leaves negative feedback. Responsible sellers try to handle these situations professionally. I understand your frustration. Giving sellers a streamlined way to address unfair negative feedback stemming from cancelled orders before processing could help mitigate some of the challenges you describe in these forums.
Seller sentiment asks why Amazon cannot modify the system to preclude a self-cancelling buyer from leaving feedback. I will work with the partner team to find out what options may be possible and practical. Of course, any solution would need to balance the needs of both buyers and sellers.
If you respond to this post with a request for help, please know I may get a large number of requests. Anything older than 90 days I cannot submit - this is a partner team rule. To help me manage requests, please include the following information if you post.
- Order ID
- Case ID (you must contact support and request removal before I may appeal on your behalf)
- Marketplace (for now, US only)
- Confirm that the cancel was done by the buyer. Seller cancelled order feedback is not a qualified use case.
- Buyer feedback, verbatim - this must be a direct quote "..."
- Justification: Explain why it should be removed or struck through.
Susan
97 replies
Seller_fAXajmuNviGN6
Thank you Susan, just happened to me today. Kindly see my thread here >> https://sellercentral.amazon.com/seller-forums/discussions/t/58a8a9cb-c673-4144-b1d1-6572e7b46edb?postId=3fa03a5d-5358-4bf6-9b3b-f98ddc695870
Order ID: 111-4555953-0665843
Case ID: 16219392691
US Market Place
Yes buyer canceled the order kindly see attached screenshot.
Buyer feedback was: "Did not get"
Should be removed because the buyer placed a cancelation request directly from their Amazon buyer portal.
Seller_wnc1pjYEF5ZqF
Order ID: 113-0259072-3776200
Case ID: 15602227041
US Marketplace
Buyer requested cancellation
Feedback: The order was never acknowledged, and therefore Amazon recommended that I cancel the order and I did
Order was within the handling range and customer requested a cancellation (formally through the cancellation request feature). The customer then left negative feedback, which we responded to. The customer did not respond back.
Seller_E9mnbPgZmz8AZ
Cancelled orders are void by definition.
Since there is no valid order, there should not be a feedback for it.
It is simple as that.
Seller_LTNvvFJ2jqJOv
Haven't had it yet but thank you Susan for at least trying.
Seller_UTHmBFzvc83IF
Order ID - 111-9705336-1521055
Case ID - 15858468581
US Marketplace
The buyer requested cancellation on Sun, Aug 18 at 2:42 PM. (I have the cancellation email from Amazon if needed.)
Buyer feedback: "Give me my $62.95 back please. You fr just scammed me. Please give it back. I can't just make that money back. Please man."
Justification: The feedback should be removed because the buyer never got charged for the order since she cancelled it before it was even processed.
Thank you for trying to help.
Seller_TvRgynZW4Hnag
Order ID: 114-1058467-5218644
Case ID (you must contact support and request removal before I may appeal on your behalf): 16058787341
Marketplace (for now, US only): US
Confirm that the cancel was done by the buyer. Seller cancelled order feedback is not a qualified use case.: Yes, buyer initiated a cancellation request
Buyer feedback, verbatim - this must be a direct quote "I have not received my package yet"
Justification: Explain why it should be removed or struck through.: We honored the buyer's cancellation request, they did not receive the item because they cancelled.
Seller_jOMPcgJ7nQylT
Order ID: 112-6731038-0710620
Case ID: 16334102401
US Marketplace
The buyer requested cancellation on Sun, Sep 29, 5:58 PM. I have the email if needed.
Buyer Feedback: "This item was cancelled due to long delivery."
Justification: We do not have control over when the item will be delivered. We cancelled the order upon their request.
Thanks for the assistance.
Seller_R8FId61ok7iK5
1.Order ID : 113-0876755-7227410
2. Case ID : 16331929371
3. US Market Place
4. Yes Buyer canceled the order
5. "Delay on delivery date so cancelled. An additional charge was taken from my account for the cancelled rug instead of a refund. NOT. GOOD."
6. Buyer asked for order to be cancelled, so we approved the cancellation. Buyer is under the impression they were charged for this order, even though order shows cancelled.
Seller_84dRQvGbDDomN
Thank you so much in advance for looking into this matter. We have requested feedback removal and contacted support hoping for help but have not had any success getting this extremely unfair feedback removed. We can’t even contact the buyer to explain things and ask for feedback removal as all their contact info has been blocked from us. I’m hoping you can help us!
Order # 114-1393594-5205811
Case ID 16337569581
US Marketplace
Feedback: “need refund”
Order date: 9/16/24
Date buyer Cancelled: 9/17/24
We cancelled the order the same day the buyer requested order cancelation.
Seller_nIjgwlPzzCyNe
Order ID：113-9589904-8262664
Case ID ：16354681771
US Marketplace
Yes, the order was cancelled voluntarily by the buyer. Please refer to the attached screenshot.
Feedback：”SCAMMER”
Order Date : 9/16/24
Date buyer Cancelled: 9/16/24
This order was canceled on the customer's own initiative, we were unable to contact the customer, and two weeks after that cancellation, the customer gave 1-star feedback.
We have tried to remove this feedback but to no avail, thank you for being able to look into this as this review is not fair to us and I would very much appreciate your help.
