My account is at risk of deactivation due to high cancellation rate what do I do?
Can someone please help me my account is at risk of deactivation due to the high cancellation rate. I took the quiz the day that the email was sent for my account to not be deactivated will my account health go back down to normal? or when i ship products to customers the account health will continue to increase? I spoke to someone over the phone and explained why my cancellation rate was high they told me it should go away after 7 days, and it hasn't.
I don't know what to do please help.
My account is at risk of deactivation due to high cancellation rate what do I do?
Can someone please help me my account is at risk of deactivation due to the high cancellation rate. I took the quiz the day that the email was sent for my account to not be deactivated will my account health go back down to normal? or when i ship products to customers the account health will continue to increase? I spoke to someone over the phone and explained why my cancellation rate was high they told me it should go away after 7 days, and it hasn't.
I don't know what to do please help.
3 replies
Seller_DdmPiA1p1S2Wu
Yes, as you ship orders on time that will bring the number down. The 7 days is an incorrect timeframe. Amazon looks at a 10 day and a 30 day window for LSR. Once 30 days have passed since you had a late shipment, if you haven't been suspended, you should be in the clear.
Webb_Amazon
Hello @Seller_v6lcNZh890Rpb
Thank you for using the seller forums to seek advice, as this could benefit other sellers who are in a similar situation.
According to your post I understand your account was at risk of deactivation because there were recently had problems with your seller-fulfilled orders, as the cancellation rate was higher than the goal of less than 2.5% within a 7-days’ time window.
Some sellers are granted with the opportunity to address this risk of deactivation, by using the quiz option available in the banner at the top of the account health in seller central. I understand you were eligible to take the quiz and successfully passed the 5-question quiz within the 72 hours form the to avoid deactivation.
Even after successful quiz completion, you must continue to monitor your account health to ensure you meet all applicable performance targets.
The cancellation rate is all seller-canceled orders represented as a percentage of total orders during a given 7-day time period. As you fulfill orders without using the cancellation option, the cancellation percentage will gradually go down.
Because you have successfully taken and passed the quiz, you have prevented the deactivation of your account at this time.
It is important to ensure that products you have listed on Amazon are in stock and available to ship. When you cancel an order or items within the order before fulfillment, it's usually because the product is out of stock. Please review the cancellation rate policy and the Order cancellations help page for best practices and how to properly prevent high cancellation rate issues.
The forums community and I are here to support you. Please let us know how we can help from this point forward.
Regards,
Webb
