How can I cancel an order?
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 ‘Cancellation process that will not count against your metrics’ section in
this help page.
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
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 metrics.
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.
Cancellation process that will not count against your metrics (standard process):
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
Find the order referenced in the email
notification and click the Cancel order button in the Action column.
Cancel order button is available only for
On the Cancel order page, select
the reason for cancellation as buyer requested.
After you cancel the order, you and the
buyer will receive separate email confirmations that the order has been canceled.
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 and mention the following instructions: You can find the order
in your Amazon account by clicking
> Your Orders
Frequently asked questions about returns, refunds, and cancellations