Amazon issued an announcement saying that it will change the management process of buyer cancellation requests for sellers' self-fulfilled orders. According to different cancellation processes initiated by buyers, sellers can view the details of the request to cancel the order on multiple pages, and timely and correct the operation. Respond to reduce returns and refunds. And once the wrong operation, it will affect the performance of the store.
For this change, the effective time of different stations is also different, specifically: the US station, Canada station, Mexico station, Japan station, Singapore station and Australia station will take effect from May 10 , 2022 , while the UK station, Germany station will be effective from May 10, 2022 , France, Italy, Spain, Netherlands, Poland, Sweden, India, Turkey and Middle East from May 23 , 2022 .
Usually, there are two situations for overseas buyers to cancel the order. One is that within 30 minutes after placing the order, they can cancel the order by themselves through [My Account] > [My Order] > [Cancel Product]; the other is When the buyer wants to cancel the order after the order is placed for more than 30 minutes, the corresponding order can only be cancelled after the seller agrees to the request.
For the second case, the buyer cancellation request management process for seller-delivered orders will be changed. According to the different methods and procedures of the buyer to initiate cancellation of the order, there are two types of formal cancellation procedures and informal cancellation procedures. The formal cancellation process means that the standard process for a buyer to request to cancel an order is to find the order in their Amazon account that they want to cancel. That is, the buyer cancels the order through the process of [My Account] > [My Order] > [Cancellation Request]. The informal cancellation process refers to a buyer requesting an order cancellation through the Buyer-Seller Messaging Tool.
It's worth noting that either way, these exchanges will appear on the Buyer and Seller Messages page. Unless otherwise specified, sellers may only contact buyers to complete orders or respond to customer service inquiries, not for marketing or promotional purposes (including sending emails, letters, telephone calls, or other means) ).
After the change, if the buyer cancels the order through the formal process, the seller can view the relevant order details in four ways: email, order management page, download order report and order API . When a buyer cancels an order through the informal process, the seller will receive a message directly in the buyer-seller messaging service; at the same time, the seller will continue to receive email notifications in their store account mailbox.
As for how to respond to the official cancellation request and the informal cancellation request, detailed operation steps and frequently asked questions can be found on the Amazon Global Store Official Account.
Through this change, sellers can view and process related orders in a more timely and convenient manner, making the order cancellation process more reasonable, easy and efficient. If the seller responds to the buyer's request through the buyer-seller message service tool and cancels the order voluntarily, it will affect the seller 's cancellation rate indicator, but if the seller can communicate with the buyer in a timely and correct way, there is still a chance to restore the order or Reduce cancellation rate impact.