Does Amazon try anymore?
I recently had a customer contact me to cancel an order. Well. Lo and behold the customer gives me a neutral feedback. To top it of the customer comment in the feedback is a pure email confusedly asking me why they cancelled the order. Even better, once cancelled, the customer can not be contacted. The topper. After three contacts with Amazon about the situation. All replies Robotic ,naturally, telling me to contact the buyer. When did Amazon stop trying?
Does Amazon try anymore?
I recently had a customer contact me to cancel an order. Well. Lo and behold the customer gives me a neutral feedback. To top it of the customer comment in the feedback is a pure email confusedly asking me why they cancelled the order. Even better, once cancelled, the customer can not be contacted. The topper. After three contacts with Amazon about the situation. All replies Robotic ,naturally, telling me to contact the buyer. When did Amazon stop trying?
11 respuestas
Saeid_Amazon
Hello @Seller_mRcfU3HNDBj4y
I appreciate you utilizing the Seller Forums and bringing this issue to our attention.
As I understand from your post, the customer asked you to cancel an order and then left a negative feedback on your account.
Let me review with you the correct process for canceling orders when the customer is the one who requests them.
For the first 30 minutes after the order is placed, buyers can cancel their own order using the Cancel Items option located in Your Account > Your orders on Amazon.
After 30 minutes, the buyer can no longer cancel the order directly, they can only submit a cancellation request for the seller to review. You will receive an email when the buyer requests a cancellation.
To process an order cancellation request by a buyer, follow these steps:
- If you haven’t shipped or confirmed shipment for the order, you can cancel it in Manage orders, or use an Order Cancellation feed to cancel orders by uploading a file or through an API. To cancel an order from the Manage orders, follow the steps mentioned under Official cancellation process that will not count against your Cancellation Rate metrics.
- If you already shipped, but haven’t confirmed shipment, you must confirm shipment and then contact the buyer via the Buyer-seller messaging service and advise them to either refuse the shipment or initiate a return.
- If you haven’t shipped, but you already confirmed shipment, you can no longer cancel the order. You must begin a refund process and not ship the product.
For additional information refer to Order cancellations help page.
What process sis you use to cancel the order?
The way to be able to contact buyers is to use the buyer-seller messages. This page enables you to contact customers when you need more information to complete an order or to respond to customer service questions.
By what means did you try to contact the buyer?
I am sorry to hear that you have not being provided with sufficient answers to your questions via your support cases.
Please refer to the instructions mentioned in this post, if you have questions or need more clarification, do not hesitate to continue using this thread to provide you with more assistance.
Thank you for using the seller forum.
Regards,
Saeid
