Countries
Read only
A customer cancelled their order then left negative feedback for cancelling their order.
Order ID: # 112-8066057-3858629
The customer canceled the order, and then left negative feedback stating they "IT STATES IT WAS CANCELLED BUT YOU ALREADY TOOK THE MONEY OUT OF MY ACCOUNT?".
I opened a case 16656091461 which I need to request a feedback removal, but that was denied stating that it is not a valid reason to have feedback removed.
We accepted their cancellation request when it was made within the cancellation time window. On the order cancellation screen, clearly prompt "This order has been canceled and the buyer will not be charged for the purchase. No further action is needed. For discrepancies or questions about the cancellation process, the buyer should contact Customer Service using the Contact Us form." And it is clearly stated in Amazon regulations that " The buyer is not charged for an order until you confirm shipment. ”
It seems ridiculous to have negative feedback for an item that was cancelled.
17 replies
Seller_Hi7wbO2Kbo6bl
If you are able to send a message before you complete the cancellation process, do so. Acknowledge and confirm their cancellation request and include language to the effect of "If you should see what appears to be a charge for this order, that is just the hold place by Amazon. Since the order will not be confirmed, that hold will just disappear after a few days."
Other sellers have received negative feedback based solely on buyer perception that they are being charged for a canceled order.
Seller_BgDBUAafhFllz
@Nano_Amazon@Glenn_Amazon@Cooper_Amazon@Atlas_Amazon@Josh_Amazon @Roberto_Amazon
Now because of our feedback rating, we are not eligible for the buy box for the holiday season. TOTALLY UNFAIR PRACTICE BY AMAZON! Kindly assist us in resolving the issue as soon as possible.
Seller_CyGI7lF1437gx
You should only cancel orders if they show up on your seller dashboard as cancellation requests. You will not be held responsible for feedback when the request is done properly.
Joey_Amazon
Hi @Seller_BgDBUAafhFllz,
Thank you for posting here at the forums and being a part of this community!
Please allow me to connect with our internal team on this matter and I will post here any new findings.
Cheers,
Joey
Similar Discussions
