Does anyone use the Buyer Auto-Cancellation Window?
Wondering if anyone uses this option or if a Mod can clarify something for me.
It's currently set for 30 minutes and orders stay in the Pending status for at least 30 minutes.
If the auto cancellation window is set to an hour, will the order stay in Pending status for that hour or will it still move over to our Unshipped orders but customers will still be able to auto-cancel up to the setting of an hour?
Thank you.
16 replies
Dominic_Amazon
Hi @Seller_Yg9VOtSTjKUpU,
Dominic from Amazon here, happy to help. Yes the order will stay in pending status for that hour. A longer auto-cancellation window allows buyers to conveniently cancel orders without waiting for you to confirm the cancellation. Additionally, it reduces the number of cancellation requests that you would need to process manually.
Best,
Dominic
Seller_Yg9VOtSTjKUpU
REALLY?!?! @Dominic_Amazon
An order can NOT be confirmed in Pending status!!
Can someone else please help?? @KJ_Amazon, @TaylorR_Amazon, @Veronica_Amazon
once you confirm it, it will not stay in pending status even if the auto-cancellation window is 2 hours. The buyer would not be able to cancel the order once you confirm the shipment.
As an example a buyer places an order, you confirm the order 1 hour after they place the order. The order will now be removed from pending status and the buyer will not be able to cancel.
Seller_Yg9VOtSTjKUpU
Hello@Jim_Amazon, I see in another thread about the Auto-Cancellation Window where you state "The minimum 30 minutes is the default existing experience where there is a 30 minute window during which the buyer can cancel an order and you the seller wouldn't receive the order as it would remain in Pending status."
Will you please confirm if the auto cancellation window is set to an hour or 2, will the order stay in Pending status for that entire time or will it still move over to our Unshipped orders but customers will still be able to auto-cancel up to that setting?
I see an FAQ question / answer that is very confusing:
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Should I wait until the auto-cancellation window expires before processing the order? (i.e. shipping and confirming shipment)
No, you should ship your orders to meet your handling time and avoid late shipments. Once you confirm shipment for an order, buyers will no longer be able to cancel or submit a cancellation request.
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I also see where @Topher_Amazonreplies with "you will receive an email/s from Amazon when an order in the "Unshipped" status is auto-cancelled. Additionally, you will also be able to view the auto-cancelled orders under the "Cancelled" tab in the Manage Orders page."
His statement seems to confirm that the orders can be auto-cancelled after they leave the pending status up to your set time in the Auto-Cancellation Window.
I would appreciate your help in clarifying this issue.
Thank you.
KJ_Amazon
Hello @Seller_Yg9VOtSTjKUpU. I am following up on your questions about the Buyer Auto-Cancellation Window.
I reached out to our partner team for an answer to your question about whether the Buyer Auto-Cancellation Window affects order processing, specifically pending/release times.
However, I can confirm that once you confirm the order it can no longer be cancelled by the buyer.
KJ_Amazon
Seller_Yg9VOtSTjKUpU
Thank you @KJ_Amazon
I understand that once you confirm the order it can no longer be cancelled by the buyer.
I await your answer about whether the Buyer Auto-Cancellation Window affects order processing, specifically pending/release times.
Thank you.
Seller_Yg9VOtSTjKUpU
Good morning @KJ_Amazon,
Any update about whether the Buyer Auto-Cancellation Window affects order processing, specifically pending/release times?
Thanks.
KJ_Amazon
Hello @Seller_Yg9VOtSTjKUpU. Thanks for checking back on that question.
As you mentioned, the FAQ informs sellers not to wait until the auto-cancellation window expires before processing the order. This indicates that orders do not remain pending during the window, and can become 'live' Unshipped orders during the window.
I will follow up here if I receive any update about the topic, but at this time you should proceed as though it does not affect order processing.
Seller_Yg9VOtSTjKUpU
Thank you @KJ_Amazon.
But why would any seller want to give the customer the ability to auto-cancel an order that might have started being processed but not have the tracking uploaded yet?!?
This would be such a huge hassle for sellers.
We will keep ours at the original setting of 30 minutes.
Thanks.
Seller_aEPpHNW7545LF
Our company is very frustrated with this new (stupid) policy.
Amazon presses us to ship orders immediately.
So we start boxing up orders immediately as they come in and now Amazon allows it's customers to just cancel orders without our approval within the 30 minute window.
For the record: our company hates this new policy.
