Definitive Guide to Amazon Order Cancellation

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Have you ever found yourself putting stuff you don’t need on your Amazon shopping cart? Well, you’re not alone. We all experienced buyer’s remorse or impulse online buying at some point of our lives.

How to Cancel an Order On Amazon

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If you need to cancel an order, you just have to follow these steps:

Step 1 – Log in to your Amazon account. Go to the top right corner of your screen and hover your mouse over the “your account” menu, then choose the “your orders” option.

Step 2 – Go to your order summary page and check the order you want to cancel. Then, click on “cancel items”.

Step 3 – You will receive a notification that cancellation is not guaranteed. Just continue and select the reason of your cancellation from the dropdown menu. 

Step 4 – Once you’re done, click on “cancel selected items”.

Step 5 – You will receive a confirmation notification. You’ll also receive an email confirming your cancellation request. 

Keep in mind that as a buyer, you can only cancel an order 30 minutes after it was placed. So, you must be sure about the purchase before you click that “add cart” button. If you really don’t need the product you ordered, you can contact the seller and ask him to cancel the order for you. 


Amazon Cancel Order 101: How Sellers Can Cancel Amazon Orders?

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As a seller, there may be times when you need to cancel orders every now and then. This happens because of various reasons like inventory problems, customer requests, or you can’t deliver the product on time. So, you can cancel orders any time before shipment. 

  1. Log into your Amazon Seller Account.

  2. Go to the “manage orders” section and click on “view your orders”.

  3. Locate the order you want to cancel. You can do it manually or you can use the search tab to find a specific order.

  4. Choose the order you want to cancel and click on the “cancer order button”.

  5. A pop up page will appear. Choose the reason for cancellation from the dropdown menu.

  6. Click on “submit”. 

Cancelling An Order Using A Mobile App

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One of the best things about being an Amazon seller is that you can run your business from anywhere in the world – from your home, coffee shop, and even from an exotic island. All you need to do is download the Amazon App.

Here’s how you can cancel your order:

  1. Open your mobile app.

  2. Go to the top left part of your screen and tap on “Your Orders”.

  3. Choose the item that you want to cancel and then select “view order details”.

  4. Tap “cancel items”.

  5. Choose the reason for cancellation from the dropdown menu.

  6. Tap “cancel checked items”.

How to File an Amazon Request Cancellation Via Phone

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You can call 00 1 206 922 0880 to cancel your order via phone call. You can also check the Amazon's Contact Page

Remember that you cannot cancel if it was already shipped. If the customer placed a cancellation request at this point, you can ask the customer to just return the item for refund. To find the customer’s information, you can go to “manage orders”. You’ll then see the “orders list” where you can see the SKU numbers, shipping services, status, delivery date, and the buyer information.

You can also use the Order ID to find the customer’s information. 

Cancelling an FBA (Fulfillment by Amazon) Order

You can cancel an FBA order anytime as long as it still has a pending status by following these steps:

  1. You need to log in to your Amazon seller account and contact seller support. You can also call 1 800 419 7355.

  2. Give the seller support representative the Order ID of the purchases that you want to cancel. 

  3. You also need to provide the ASIN (Amazon standard identification number) and the quantity of items that you want to cancel for each ASIN.

  4. Provide the reason for cancellation.

Once you’ve completed the process, the seller support agent will give you a cancellation confirmation. The buyer will receive an email informing him of the order cancellation. 

If you canceled an order by mistake, you need to reach out to the customer and inform him of the mistake. If the buyer wants to push through with the order, you can ask him to place a new order for the same product. 

How to Cancel Multi-Channel Fulfillment Orders

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Multi-channel fulfillment (MCF) is an amazing program that allows you to store your inventory in Amazon’s world class warehouses and fulfillment centers. Amazon fulfills all your online orders – including those made on your website or other online selling platforms. 

This feature helps you scale your business and improve customer experience. It’s more expensive than the regular FBA service, but it takes away a lot of fulfillment-related tasks off your plate. It’s a good service to use, especially if you want to grow and scale your business at a faster rate. 

MCF also helps you build a solid brand reputation and increase customer satisfaction. But, even if MCF has efficient shipping and fulfillment system, there are times when you need to cancel an order. Here’s how you can do that:

  1. Log in to your seller account and go to “manage orders”. Choose the order ID of the transaction that you want to cancel.

  2. Press the “cancel this order” option.

If you wish to cancel orders in bulk, you need to:

  1. Go to the “upload multi-channel fulfillment file” page.

  2. Click on “cancel order”.

  3. Click “download template”.

  4. Take time to review the instructions and definitions to avoid errors.

  5. Type order ID of each MCF order you want to cancel in the Merchant Fulfillment ID column.

  6. Click “file” and then “save as”. Type the file name and make sure that you save it as “.text”.

  7. Click on “save”.

  8. Go back to the “upload multi-channel fulfillment file” page.

  9. Click on “cancel order”.

  10. Go to “upload your cancel order file” and click on “browse” to find your file. 

  11. Once you locate your file, click “open”.

  12. Choose “upload now” to upload your file and cancellation request.

  13. Go to “review file status and history”. Then click on refresh to see the upload progress. 

You can also cancel your order through the Amazon Marketplace Web Service (MWS) account. Once you’re logged in, you can go to
“fulfillment outbound shipment API” and then, click on “cancel fulfillment order”.

But, keep in mind that you can only cancel multi-channel fulfillment orders while it’s still in the planning, processing, or pending stage. You can no longer cancel an order once it moves to the “shipping” stage. 

You must also take note that orders that are out of stock will have an “unfulfillable status”. You cannot cancel these orders because Amazon won’t process them. You don’t have to do anything. You just have to contact the customer and inform him that the item is out of stock. 

If the customer wishes to continue with the purchase, he has to wait until the product is back in stock and then place a new order. 

Amazon Cancellation Order Cancellation Policy 

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As previously mentioned, customers can cancel an order within 30 minutes after it was placed. Sellers, on the other hand, can cancel an order any time prior to shipment. 

You wouldn’t incur fees if you choose to cancel orders because of errors and supply chain issues. But, take note that frequent order cancellations can affect your seller performance metric and credibility. It can also decrease customer satisfaction and could affect your sales and profit.

Cancellations that have a subject line “Order Cancellation Request from Customer” will not go against your metric. But, if you cancel an order because of inventory issues, it’s going to affect your performance metrics, particularly your cancellation rate.

Take note that Amazon expects sellers to maintain a cancellation rate (CR) of 2.5 percent or below. Having a CR of more than 2.5 percent can lead to account activation. 

Final Thoughts: How to Manage Your Cancellation Rate

Amazon’s cancellation process is quite easy. But, you could lose your seller privileges if you have a CR of more than 2.5%.

To avoid this, you must regularly monitor your seller performance. Go to your “account health” page, go to “shipping performance”, and click on “view details”. Then, select “cancellation rate” and click the “download report” button.

You should also make sure that your product is always in stock. You should know your inventory turnover by heart. You must have a deep understanding of your product’s sales life cycle. 

You must also have an open communication and a good relationship with your suppliers. This can prevent inventory problems. If you’re doing the order fulfillment, it’s a good idea to invest in a reliable and advanced inventory management technology. This can save you a lot of time. 

Having a foolproof inventory management system can help you reduce your order cancellation rate. It can also help you easily scale your business. Most of all, it helps you build your brand reputation, reduce negative reviews, and increase customer satisfaction.

If you think eCommerce brand or Amazon business is having a hard time managing your returns and cancellation rates, then there’s no better way than to get professional help from MarketplaceOps. Whatever it is your online business needs, we would gladly assist.