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.
Both cancellations and returns are a normal part of most sales operations.
For the first 30 minutes after the order is placed, buyers can cancel their own order using the Cancel Items button located in Your Account > 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 steps:
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:
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 Account > 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.
For details, see Cancel an order or multiple orders.
Amazon will automatically cancel orders if seven days have passed since the expected shipping availability date and you have not yet shipped and confirmed the shipment.