Order Cancellation Without Us Knowing Major Issue - Question (if buyers payment doesn't go through - we have a problem)
Hello.
This has been an issue for us for a while now. I was wondering what you guys do in this kind of situation, or if you are even aware this is happening.
So basically you know when an order is under “pending”, sometimes it takes hours, days, etc for the order to go through and appear under “Unshipped”. However, I do notice that sometimes the pending orders get cancelled e.g. if the buyer’s bank rejects the payment etc (probably amongst other reasons), however when this happens, we are not notified of any cancellation request and the orders simply appear under “Cancelled” on Amazon.
We deal with a lot of orders, so it’s almost impossible to keep track of what ones we cancel ourselves/what buyers request to be cancelled and those that are cancelled without us being aware. So this results in 100s of items sitting on our shelves not even being listed for sale on Amazon anymore. It’s a major issue and the only thing I can think of is to go through all our cancellations like once a year and try to figure out what stuff we still have in stock. Not a very efficient way of doing things.
Also you’d think the rejected payment or whatever causes it would be rare, but it’s not, so we definitely have a lot of stuff just sitting in storage for no reason at all. It’s a major headache so I really hope there is an easier way of figuring out what we need to put up for sale again/restock - so we only have stuff on the shelves that is up for sale.
Order Cancellation Without Us Knowing Major Issue - Question (if buyers payment doesn't go through - we have a problem)
Hello.
This has been an issue for us for a while now. I was wondering what you guys do in this kind of situation, or if you are even aware this is happening.
So basically you know when an order is under “pending”, sometimes it takes hours, days, etc for the order to go through and appear under “Unshipped”. However, I do notice that sometimes the pending orders get cancelled e.g. if the buyer’s bank rejects the payment etc (probably amongst other reasons), however when this happens, we are not notified of any cancellation request and the orders simply appear under “Cancelled” on Amazon.
We deal with a lot of orders, so it’s almost impossible to keep track of what ones we cancel ourselves/what buyers request to be cancelled and those that are cancelled without us being aware. So this results in 100s of items sitting on our shelves not even being listed for sale on Amazon anymore. It’s a major issue and the only thing I can think of is to go through all our cancellations like once a year and try to figure out what stuff we still have in stock. Not a very efficient way of doing things.
Also you’d think the rejected payment or whatever causes it would be rare, but it’s not, so we definitely have a lot of stuff just sitting in storage for no reason at all. It’s a major headache so I really hope there is an easier way of figuring out what we need to put up for sale again/restock - so we only have stuff on the shelves that is up for sale.
Seller_7VbclcPFFRTnc
now that the cancellation system has changed, if you go to manage orders and click on the cancelled tab, it shows in a yellow box if its a customer requested cancellation
the rest should be cancelled due to non payment
7 replies
Seller_esvgLzKXw2YAl
I can’t really see how this is a major problem to be honest.
There is no money problem with this kind of thing as it’s not paid until the order changes from pending.
If your FBA, there is literally nothing that you can do about it at all anyway. Stock moves into pending and comes back out of it fairly regularly.
But unless you have very low stocks ie. 1/2 items on a listings, then it really shouldn’t be an issue.
I suppose that if your FBM, you could take a chance and relist items, but if you do that and an order comes through, and the prior pending comes through, you have a problem.
Seller_7VbclcPFFRTnc
unfortunately it seems to be - and has been hit and miss for a long time, that if a buyer places an order for an item, it is ‘removed/adjusted’ from your inventory and then if the orders cancels, it never actually gets re-added back to your inventory (if FBM)
therefore as op says, you list 10 units, sell 10 but one stays in pending and then cancels, you end up with 1 sitting on the shelf of your warehouse, unknowing that its no longer listed for sale on amazon
its time consuming but if you go to inventory - manage inventory - suppressed and inactive listings - out of stock , it shows your whats now out of stock on amazon
if you’ve no sales awaiting despatch of that item, and you know there is still one in the warehouse, you can relist it
Seller_Nx3Da5XPngGEm
The problem is that you don’t know what was cancelled manually and what was cancelled without you knowing - so you’re having to go through “Cancelled” orders (FBM) and figure out what we need to restock/relist and it’s not easy.
Seller_Nx3Da5XPngGEm
If the only way is to do a stock check (could take days or weeks) then this is not good at all, because they can save sellers 100s of hours every year and boost sales on the platform - for those who have to manually check cancelled orders where the seller was not notified (when the solution could be a simple downloadable list of orders that were cancelled because of unknown reasons e.g. rejected payment etc). I wonder if there is actually a way around this.
Seller_esvgLzKXw2YAl
Perhaps some kind of stock movement software?
I’m sure that there is software out there that will do this for you.
Or obviously, you could use FBA. That would solve the problem.
Seller_7VbclcPFFRTnc
now that the cancellation system has changed, if you go to manage orders and click on the cancelled tab, it shows in a yellow box if its a customer requested cancellation
the rest should be cancelled due to non payment
Seller_Nx3Da5XPngGEm
Legend, thank you so much, sometimes the plain obvious, is the least obvious. I knew about the cancellation yellow box update as we check it daily, but didn’t notice that under “Cancelled” it stays yellow, so we can use that to check. Looking now would you believe it, the first page shows more than 30-40% were cancelled without the buyer requesting it (or us cancelling it ourselves), so that’s very odd. Seems we can benefit from this a lot. Thank you!
