Upcoming changes to buyer-initiated order cancellations
We have received feedback from many of you saying that you would like a better process for managing buyer cancellation requests without having to search for them in the Buyer-Seller Messaging Service tool. You shared that it can be easy to miss cancellation requests because they get lost among multiple Buyer-Seller messages, which if left unattended can result in product returns and refunds.
With effect from May 23, 2022, we will simplify the process of managing buyer cancellation requests for seller fulfilled orders.
Changes if you use Seller Central:
- Cancellation requests will appear in a banner on the Manage orders page for each buyer-initiated cancellation.
- Notifications will no longer be sent through the Buyer-Seller Messaging Service.
- If you use Order reports to process orders, you can enable the Buyer-Requested Cancel field to see cancellation requests in your Order reports. To learn how to add this field, go to Upcoming changes to the buyer-initiated order cancellation process.
Changes if you use APIs:
- You can now view buyer cancellation requests through your own systems by using the List Order Items API. We are adding two fields to the API response, which developers will be able to import and surface on their systems. To learn how to add this field, go to API Changes (MWS API and Selling Partner (SP) – API).
- Once you have imported the buyer cancellation requests, you can continue to cancel orders through API feeds on Seller Central or with a file upload.
You will continue to receive email notifications for all buyer-initiated order cancellation requests.
You will still use the Buyer-Seller messaging service to contact customers. If a customer requests a cancellation in the messaging tool, ask them to cancel their order on the Your orders page. Messages about cancellation are considered a critical message, and will be delivered to a buyer even if they have opted out of non-critical messages.
For more information, go to: Upcoming changes to the buyer-initiated order cancellation process.
Upcoming changes to buyer-initiated order cancellations
We have received feedback from many of you saying that you would like a better process for managing buyer cancellation requests without having to search for them in the Buyer-Seller Messaging Service tool. You shared that it can be easy to miss cancellation requests because they get lost among multiple Buyer-Seller messages, which if left unattended can result in product returns and refunds.
With effect from May 23, 2022, we will simplify the process of managing buyer cancellation requests for seller fulfilled orders.
Changes if you use Seller Central:
- Cancellation requests will appear in a banner on the Manage orders page for each buyer-initiated cancellation.
- Notifications will no longer be sent through the Buyer-Seller Messaging Service.
- If you use Order reports to process orders, you can enable the Buyer-Requested Cancel field to see cancellation requests in your Order reports. To learn how to add this field, go to Upcoming changes to the buyer-initiated order cancellation process.
Changes if you use APIs:
- You can now view buyer cancellation requests through your own systems by using the List Order Items API. We are adding two fields to the API response, which developers will be able to import and surface on their systems. To learn how to add this field, go to API Changes (MWS API and Selling Partner (SP) – API).
- Once you have imported the buyer cancellation requests, you can continue to cancel orders through API feeds on Seller Central or with a file upload.
You will continue to receive email notifications for all buyer-initiated order cancellation requests.
You will still use the Buyer-Seller messaging service to contact customers. If a customer requests a cancellation in the messaging tool, ask them to cancel their order on the Your orders page. Messages about cancellation are considered a critical message, and will be delivered to a buyer even if they have opted out of non-critical messages.
For more information, go to: Upcoming changes to the buyer-initiated order cancellation process.
34 odpowiedzi
Seller_CVHqAm1a6eJM2
This went down like a lead balloon when they announced and tried to clarify this over on the US forums.
Simply baffling. Amazon has all these bots and algorithms to watch over every single metric, yet can’t figure out how to read buyer-selling messaging and detect the word “cancel”
If this word is detected, why can’t Amazon send the BUYER to the page where they CAN cancel their order? Why does the seller have to do all this pointless back and forth with a buyer when these messages are often ignored? Then we have to send the item out, await the inevitable return request and hope that negative feedback wasn’t left.
Seller_KQwXr5kY5oIPO
Trust Amazon to take something that could be fixed very easily and make a complete dogs dinner out of it.
All it needed was to maybe highlight the messages or maybe pin them to the top of the message list until responded to?
but no, they have to take them completely out of the message system altogether and move them to a page that is never looked at!
Well done Amazon slow clap
Seller_8Wsckn3UoR095
These are complete and utter unnecessary steps. Their bots can detect when a buyer claims their item is inauthentic but not the words ‘cancel’??
What if they don’t respond or see the message? Cancel and it would appear you’re increasing your pre-f cancellation rate, don’t and you’ll get a return (which you’ll no doubt pay for) or leave it for the buyer to reply and you’re increasing your late dispatch.
This is very frustrating. There is no logic behind this. 
Seller_vAXf2738MYIZZ
This will cause items to be sent out even though the customer wanted to cancel the order. What was wrong with the email message to say customer would like to cancel this order. !!!
Seller_ggNmoRAugWw0O
did this in MWS a long time ago - cancels order as I send the stock cancel email
Private Sub cancelDispatch()
OrderID = args(2)
Dim templatefile As String = “c:\Amazon\CancelUnshippedTemplate.xml”
Dim filename As String = “c:\Amazon\Cancelations” & OrderID & “.xml”
Dim reasoncode As String = args(3)
'reasoncode = “BuyerCanceled”
'looks like theres no need for cancelation reason or order details if not shipped
Dim cancelstring As String = ReadFile(templatefile)
cancelstring = Replace(cancelstring, “AMORDERID”, OrderID)
Dim orditemstemplate As String = “AMITEM” & reasoncode & “”
Dim AmOrderItems As New List(Of String)
AmOrderItems = RetrieveOrderItems(OrderID, 2)
Dim orditems As String = “”
For Each i In AmOrderItems
Dim iar As String() = Split(i, “|”)
orditems += orditems & Replace(orditemstemplate, “AMITEM”, iar(0))
Next
cancelstring = Replace(cancelstring, “AMORDERITEMS”, orditems)
WriteFile(filename, cancelstring)
If ActionReport(repType.SubmitFeed, filename, 2) = True Then
MsgBox(“Order " & OrderID & " submitted for cancellation”)
Call AmazonLog(" - order " & OrderID & " cancelled")
Else
MsgBox(“Order " & OrderID & " failed to cancel”)
Call AmazonLog(" - order " & OrderID & " cancellation failed")
End If
End Sub
Seller_x1xMSBwZsJrTE
So can you explain then why you have just made it worse?
I don’t get many messages, so when I do get one it gets flagged up on the dashboard and if it’s a return request I deal with it.
Since most of my stuff goes FBA it’s very rare I look at the orders page, so now I have no idea when I have a return request unless I specifically check there. Yes you are still going to send emails, but since you already send way too many spammy emails it’s all too easy to miss something important.
Now that you have fouled this up I’ve no doubt you’ll still be punishing us all the same.
Why don’t you EVER put your proposed policy changes on the forum FIRST and get some proper feedback?
Why do you ALWAYS do what you ‘think’ we want, and then when we complain and point out the problems, COMPLETELY IGNORE US?
Seller_SHpe5c4eREBFN
It appears at least some have not read the announcement carefully enough. As I see it, the only changes are that the cancellation message will not appear in the messages section on the Seller Central Dashboard but instead will have their own banner/widget.
This is surely better and in line with the sort of thing many people were asking for when the new style dashboard appeared and we lost easy sight of some data.
And for those that do like to work with the email cancellation notice, they will still get this.
I can see why some may want to see the request in buyer/seller messages however we don’t see orders that way so this is no different. To me this will be no worse and probably better as it will be more visible on the dashboard until actioned.
Seller_7VbclcPFFRTnc
Hopefully there will at least be a ‘cancellation requests’ box on the seller central homepage , same as returns etc
Seller_8ahjOOYxa93mB
We use an API to process our orders so we rely on the Buyer-Seller message to cancel orders. Annoyingly I can see from the table at the bottom of the page, that we actually cannot cancel orders at all now for any reason other than that the buyer cancelled!
Wrong address? - Send it anyway!
No telephone number? - Send it anyway!
Duplicate order? - Send it anyway!
Seems like we are going to have to decide between the Cancellation rate, the delivery rate and the return rate going on what we do with troublesome orders I think.
Seller_j7UlCowZz6aOF
I received no notice of a cancelation. Did not know the buyer requested a cancelation until a few days after the item was sent when I got an angry e-mail from the customer demanding to know why I had sent the item when the customer had sent a cancel request within minutes of the purchase. So now I have to pay for the item to be returned and judging by how angry the customer is I will also get an A-z claim or negative feedback or both
