Amazon's order cancellation process has changed, and sellers complain that it has become more complicated!

According to an announcement from Amazon US, starting April 27, 2022 , Amazon will change the process for managing order cancellation requests.

If you are using Seller Central , order cancellation requests will appear in the banner on the Manage Orders page, and notifications will no longer be delivered through the Buyer-Seller Messaging Service. Order cancellation requests can be seen in order reports, but sellers must enable the Buyer-Requested Cancel field to view it.

Additionally, if you manage your business through an API , you can use the List Order Items API on your own system to view buyer cancellation requests. Amazon has added 2 fields to the API response that developers can import and display on their system. After importing buyer cancellation requests, sellers can continue to use the current process to cancel orders.

Amazon said that the adjustment was made because of feedback from sellers. Sellers hope to have a better process to view canceled orders without having to search in buyer-seller messages. Sellers pointed out that it is easy to miss cancellation requests with the current operation method because these messages are drowned in the sea of ​​information, which will affect the return and refund process if you are not careful.

It should be noted that after the new tool takes effect, canceling orders through the buyer and seller consumer messaging service will be considered a non-standard and unofficial channel. If sellers return goods in this way, it will affect their cancellation rate indicators.

To avoid this situation, Amazon recommends that sellers communicate with buyers and ask them to submit order cancellations using the standard process described above.

At this point, some sellers are quite dissatisfied: Why doesn’t Amazon remind buyers of the new adjustments and instead ask sellers to do this?

In addition, some sellers believe that it is more convenient to check emails instead of searching all order reports.

In fact, sellers believe that Amazon has not really solved their needs, but has made them more complicated. Some sellers even proposed a process for handling order cancellations: the buyer clicks the "Cancel Order" button - Amazon generates a "Buyer Requests to Cancel Order" notification - the seller receives the notification.

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Order Cancellation