For the first 30 minutes after the order has been placed, buyers can cancel their own order using the Cancel items button located in Your account > Your orders on Amazon.
After 30 minutes, the buyer can no longer cancel the order themselves. In order to cancel the order after this time, the buyer can only submit a cancellation request for the seller to review. You will receive an email when the buyer has requested a cancellation.
If a buyer requests an order cancellation and you have not yet shipped and confirmed the shipment, you can cancel it in Manage Orders on Seller Central, or use an Order Cancellation feed to cancel order on your system using an API.
Orders that have a buyer-initiated cancellation will appear with a banner stating “The buyer has requested that this order be cancelled. Cancelling this order will not affect your cancellation rate metric”.
Both cancellations and returns are a normal part of most sales operations.
Official cancellation process (will not count against your cancellation rate metrics):
The official process by which a buyer can request an order cancellation is by finding the order that they want to cancel in their Amazon account > click Your account > Your orders > Request cancellation
The image below show example of step 2 and 3. On your Manage Orders page, select the order that you want to cancel and click Cancel order.
Example of step 4: Select the reason for cancellation as Buyer cancelled from the drop-down menu.
A buyer requesting a cancellation solely via the Buyer-Seller Messaging Service tool without following the official cancellation process is considered as an unofficial manner for buyers to cancel orders. Accordingly, if you cancel an order in response to a request from a buyer via the Buyer-Seller Messaging Service tool, this unofficial cancellation will affect your cancellation rate metric.
To avoid cancelling an order in a manner that affects your metrics, you can respond to the buyer’s message and request the buyer to submit a cancellation using the official process above.
Use the following instructions in your response: “You can find the order in your Amazon account by clicking Your account > Your orders > Request cancellation”
To review your cancellation rate and policy requirements, go to Cancellation rate.
Occasionally, you may need to cancel part of an order with multiple items and refund the items that are cancelled. For a partial cancellation, upload an Order adjustments feed.
For more information, go to Cancel an order or multiple orders .
Amazon will automatically cancel orders if 7 days have passed since the expected shipping availability date and you have not yet shipped and confirmed the shipment.
What kind of cancellations negatively affect your cancellation rate metric?
|Cancellation initiated by||Cancellation scenario||Negatively affect cancellation rate?|
|Buyer||1. I am cancelling because the buyer submitted an official cancellation request||No|
|2. I am cancelling because the customer asked me to through the Buyer-Seller Messaging Service tool (unofficial cancellation processes)||Yes|
|Seller||1. I am cancelling because my item went out of stock||Yes|
|2. I am cancelling because the address was undeliverable *||Yes|
|3. I am cancelling because the buyer was unresponsive||Yes|
|Amazon||1. The order was automatically cancelled by Amazon because the seller did not confirm shipment within 7 days of ship-by date||Yes|
|2. The order was automatically cancelled by Amazon because we detected the buyer to be fraudulent||No|
|3. Payment verification failed, so the order was cancelled by Amazon||No|
* If you have not yet shipped the order, you can get in touch with the buyer by contacting them through the Buyer-Seller Messages to cancel this order and place a new order using the correct address. For more information, go to Cancellations FAQ.
For sellers who use order reports to process orders , an optional additional field called is-buyer-requested-cancellation is available on your order reports. The is-buyer-requested-cancellation column will have a “TRUE” value if there is a buyer cancellation request for the order and “FALSE” otherwise. (shown below)
You can view these unshipped orders which have buyer-initiated cancellation requests in your order reports by switching on the toggle button for the field called “Buyer requested cancel” (shown below) available by accessing Add or remove order report columns.
Amazon Marketplace Web Service API
When a buyer initiates an order-cancellation request:
Selling Partner (SP) – API
Similar to the orders API, for SP-API, when a buyer initiates an order cancellation request: