How can I cancel an order? (Standard process)
If a buyer asks you to cancel an order and you have not yet shipped and confirmed the
shipment, you can cancel it in Manage Orders or use an
Order Cancellation feed. To cancel an order from the
Manage Orders menu, follow the steps mentioned under "Standard
cancellation process that will not count against your metrics" below.
When you cancel an order, Amazon automatically updates the order status in the buyer's
Amazon account and sends an email notification to the buyer.
If you have shipped and confirmed the order, tell the buyer that the order is
already on its way and ask them to return it to you for a refund.
If you have already generated the shipping label, inform the buyer
that you are unable to cancel the order at this stage and ask them to return the
item for a refund.
If you cancel an order by mistake, you can contact the buyer through Buyer-Seller
Messaging service and if the buyer wishes, encourage them to place a new order.
Both cancellations and returns are a normal part of most sales operations.
When can a buyer cancel an order?
For the first 30 minutes after the order is placed, buyers can cancel their own order
using the Cancel
Items button located in
> Your Orders
on Amazon. After 30 minutes, the buyer can request a cancellation, but only
the seller can cancel the order.
If the buyer sends a message requesting to cancel an order, use the following
Important: If you do not follow the
cancellation process as outlined below (responding to a cancellation request generated
in the system by the buyer's account), the cancellation may count against your
Note: If you cannot fulfill the order due to lack of
inventory and need to cancel the order, select the reason as no inventory. Do not
contact the buyer and request that they submit a cancellation request.
Standard cancellation process that will not count against your metrics:
You receive the cancellation request through the Buyer-Seller messaging service that
contains the specific subject line: "Order cancellation request from Amazon customer…"
To cancel an order requested by a buyer, follow these steps:
From the Orders drop-down, select Manage
Find the order referenced in the email notification and click Cancel
order in the Action column.
Cancel order button is available only for
On the Cancel order page, select the reason for cancellation as
After you cancel the order, you and the buyer will receive separate email
confirmations that the order has been canceled.
Note: Additional communication to or from the buyer might change the subject line of
the original communication.
Non-standard cancellation process that might count against your metrics:
You receive the cancellation request that does not include the standard subject line
"Order cancellation request from Amazon customer…"
To avoid canceling an order in a manner that impacts your metrics, use Buyer-Seller Messaging and request the buyer to submit an official cancellation
using the standard process. Use the following instructions in your response: You can find
the order in your Amazon account by clicking
> Your Orders
> Request Cancellation
Occasionally, you may need to cancel part of an order with multiple items and refund the
items that are canceled. For a partial cancellation, upload an Order Adjustment Feed.
Important: You must be an Amazon MWS developer in order to send a Feeds
For details, see Cancel an order or multiple orders.
Frequently asked questions about returns, refunds, and cancellations