Information about upcoming changes to buyer-initiated order cancelations


#1

We received feedback from many of you that you would like to have a better process to cancel orders without having to search for buyer cancelation requests in the Buyer-Seller messaging tool. You shared that it can be easy to miss seeing cancelation requests because they get lost among multiple buyer-seller messages, which if left unattended can result in product returns and refunds.

Effective April 27, 2022, we are making changes to the process of managing buyer cancelation requests to make it easier and more efficient.

Changes to the buyer-initiated order cancelation requests for sellers who use Seller Central:

  • Cancelation requests will appear in a banner on the Manage orders page.
  • Notifications will no longer be sent through Buyer-Seller messaging.
  • Cancelation requests can be seen in order reports. You will have to enable the Buyer-Requested Cancel field for visibility. To learn how to add this field, go to: Upcoming changes to the buyer-initiated order cancellation process.

Changes to the buyer-intiated order cancelation requests for sellers who use APIs:

  • You can now view buyer cancelation requests through your own systems by using the List Order Items API. We are adding 2 fields on the API response which developers will be able to import and surface on their systems.
  • Once you import the buyer cancelation requests, you can continue to cancel orders with whichever process you currently use, either through API feeds on Seller Central or with a file upload.

You will still be able to use the Buyer-Seller messaging tool to contact customers. If customers write through this tool requesting a cancelation, we recommend that you instruct them to cancel their orders on their Your orders page.

For more information, go to: Upcoming changes to the buyer-initiated order cancellation process


Information about upcoming changes to buyer-initiated order cancelation
#2

Will we get an email for each cancelation request?


#3

So it looks like we no longer get an active notification when a buyer requests a cancellation and we now have to check our reports before shipping to be sure the customer did not request a cancellation. Am I understanding this new workflow correctly?


#4

To bring up concerns stated in another thread already started:

  1. Will we receive notifications (preferably email) about these cancellations?
  2. Will buyers receive notifications?
  3. Do non-standard cancellations requests sent through messaging still count as an request, for A2Z purposes, etc.?

#5

That’s pretty much how it reads to me… so now for us to know if a customer wants to cancel something your going to have to search through all of your orders to find out. Instead of just screwing over all of us that use those notifications to cancel orders why not just ad this notification as we for those who “may” want it instead of adding it and taking away the notification I am sure most of us use?? Oh I get it… so we can miss them and ship out the item and then have to pay return shipping when the customer complains they tried to cancel it but it was shipped anyway!!


#6

So, the biggest problem with cancelations is still not addressed. There is NO way for the seller to FORCE a buyer to cancel properly.

If a buyer asks to cancel the order via messaging, we are supposed to honor that request. SS instructs us that these cancel requests are valid, even if they are NOT done correctly by the customer. If the ship by date comes up, and the buyer has not properly canceled the order, we have to do so “improperly”

But when we cancel an order based on messaging, we get a metrics hit for canceling the order.

Rather than nit pick at the edges of the messaging process, why isn’t this being addressed instead?


#7

Amazon when will you listen? What you suggested will create more problems than before, you know why?

Read below what you implemented;

“ A buyer requesting a cancelation via the Buyer-Seller messaging tool is considered a non-standard, unofficial channel for buyers to cancel orders. Accordingly, if you cancel an order in response to a request from a buyer via the Buyer-Seller Messaging tool, this non-standard cancelation will impact your Cancelation Rate metric.

To avoid canceling an order in a manner that impacts your metrics, you can communicate with buyers using Buyer-Seller messages, and request the buyer to submit a cancelation using the standard process above.”

This won’t work and you Amazon keep saying we listen but you really never listen or understand what we are sayinf…why is this so difficult to understand? Feels like there is a huge A buyer requesting a cancelation via the Buyer-Seller messaging tool is considered a non-standard, unofficial channel for buyers to cancel orders. Accordingly, if you cancel an order in response to a request from a buyer via the Buyer-Seller Messaging tool, this non-standard cancelation will impact your Cancelation Rate metric.

There is a huge communication problem between sellers and Amazon policy makers never hear us or listen.

So a buyer will send us a message saying cancel order instead of using standard cancellation process, and we will send them a message saying please cancel the way amazon suggests and customer will never read their mail or respond and we gonna have to ship the item because customer is non responsive and customer will leave negative feedback saying I asked cancellation but seller never canceled.

Are you going to remove those negative feedbacks? Are you going to guide customers and tell them cancel the way we suggest do not message sellers?

My last question is who actually makes this new nonsense rules without thinking throughly? Don’t you all know customers don’t respond, don’t want to be bothered? Don’t want to get messages?
So why don’t you just eliminate all this nonsense crap and make it simple for customers and sellers? Why we should be punished for customer not replying?

Let us continue to cancel when buyer messages us and let it not impact our metrics. For a chance make our lives easier.

Regards,


#8

This is going to cause problems for us. We rely on email notifications to know which orders to cancel. We will not be able to know which orders to cancel if we do not receive email notifications.


#9

So, supposedly sellers shared that it can be easy to miss seeing cancelation requests because they get lost among multiple buyer-seller messages, which if left unattended can result in product returns and refunds. This makes absolutely no sense. First of all, every seller should be looking at their buyer/seller messages and responding to them one-by-one in the order they were received. Secondly, this seems that it will actually cause the problems you seek to “correct.” I thought it was perfectly fine the way it was, as it was made simple to see the requests and cancel the orders. Now, more sellers will not notice these cancellation requests and will end up processing the orders. A lot of sellers use 3rd party order processing and don’t bother to look at the Manage Orders page on Amazon. This is a BIG mistake and will cause a lot of problems! Please don’t change it!


#10

i never look at order reports

so i would like to still get a message

head desk


#11

This right here - agree completely. It makes no logical sense at all. Sellers are required to monitor Buyer-Seller communications daily, even when on vacation, and respond within 24 hours. So you are taking an important notification, cancellation requests, and moving it away from the thing sellers are required to monitor and respond to. It’s as if Amazon WANTS sellers to miss cancellation requests and ship their items out. Just complete nonsense.


#12


What is “Cencelation”?
Its not the same as “Casteration” is it?!? :confused:


#13

THANK YOU AMAZON for the BANNER on the correct page, the order page.

BUT can you make it RED like a Stop sign.


#14

Looking at Amazon’s (ironically low-res) picture detailing how this new banner looks, it appears the banner does not appear at the top of the page, but just above the order in question. Absent a notification, I would be forced to sort through all my orders to find the cancelation requests. I don’t know if I speak for everyone, but it is MUCH easier to look through my messages for order cancelations than my orders for orders cancelations, there being MUCH fewer of the former.


#15

If we mark it shipped before the buyer sends us the cancel request can we get our shipping to and from automatically refunded without a claims request? :face_with_raised_eyebrow:

And at first scan, amazon automatically sends a message telling buyer it has been shipped and tells them the process if they wish to return it within 30 days? :thinking:

Bring the Joy Amazon.


#16

YES, it would be better if it was static at the top and also each order, RED STOP SIGN with a number inside.


#17

We would like to know this as well.


#18

In the interest of creating “internal backlinking” to that topic-thread (h/t to our friend @pascal for creating it BEFORE this News Headline brooked daylight):


#19

Right, so why can’t it just be an email notification stating “Buyer has requested cancellation?” It doesn’t even have to involve Buyer-Seller Messaging. If “non-standard” communications sent via Buyer-Seller Messaging are so messy and cause excessive / costly CS hangups, why not just create a standardized “cancellation requested” notification for sellers, unrelated to Buyer-Seller Messaging, and be done with it?

What’s so difficult about:

  1. Buyer checks “cancel this order” box.

  2. Amazon generates a very basic “A buyer has requested to cancel an order” notification.

  3. The seller receives this notification as an email.

This announcement comes across as “not only are we reinventing the wheel, we’re making it a wacky octagonal shape and then hiding it where you won’t see it until it’s too late”


#20

Doesn’t amazon screen the messages before they get to us? and direct them to the cancellation page automatically if that is what they are requesting?

If buyer messages you the old way to cancel and you respond:
Use the following instructions in your response: “You can find the order in your Amazon account. Go to Your Account, click Your Orders, and select Request Cancelation."

But if they don’t reply and you cancel, Seller Faulted Metrics Hit even though the customer made the request!
“Seller 3. I am canceling as the buyer was unresponsive Yes”
So basically send the customer the above message everyday until the customer files the cancellation or Amazon cancels the order for you?