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The Ins and Outs of Amazon Order Cancellation

By Catie Grasso December 3, 2018
The Ins and Outs of Amazon Order Cancellation

The process of canceling an order on Amazon will vary, depending on the stage of the delivery process at which the item currently stands and who is trying to cancel the order — the shopper or you as the seller.

Canceling Orders After Shipping

As the seller, you can cancel orders any time prior to shipment. The buyer has approximately thirty minutes to cancel an order they have placed. However, orders that have already been shipped cannot be canceled. If a cancellation request is submitted at this point, you should contact the buyer and inform him that the item has already been shipped out. The customer will then have the option to return the item for a refund. You can reference the Amazon Order ID and click on the one that is provided for a specific order and then press “Cancel Order” and select the reason for cancellation.

Canceling Orders That Have Not Been Shipped

If you need to cancel an order either because the item will not be shipped on time, because the item is out of stock, or for any other reason, and the item has not been shipped out, you can do it through your Seller Account.

  1. Access the “Manage Orders” section, and go to “View Your Orders.”
  2. You can browse through the orders manually or use either the standard or advanced search options provided to find the specific order in question.
  3. A “Cancel Order” button should appear either next to or below the order. You can press this button to cancel the order.
  4. A “Cancel Order” page will pop up automatically. Choose a reason for cancellation from the drop-down menu provided, and then press “Submit.”

Orders will automatically be canceled and an email will be sent to the buyer.

Canceling an FBA Order

Fulfillment by Amazon Orders can be canceled at any time an order has a “Pending or “Unshipped” status. You can follow these steps to cancel the order:

  1. Contact Amazon Seller Support.
  2. Give the representative the specific Order ID or IDs.
  3. Supply the ASIN for the order(s), as well as the quantity being canceled.
  4. Provide the appropriate reason for canceling the order.

The Amazon Seller Support agent will supply you with cancelation information and send an email to the buyer letting them know of the cancelation. Additionally, if you mistakenly cancel an order, it cannot be reinstated. You can reach out to the buyer and let them know of the mistake. If they are still interested, you can kindly request that the order is placed again.

Catie Grasso
About the Author

Catie Grasso is a marketing content writer for Feedvisor. Previously a B2B product marketing specialist, she enjoys running, trying new restaurants, and planning her next trip overseas.

How to Cancel an Amazon Order Using the Amazon App

Shoppers can cancel an order from their mobile devices before it enters the shipping process. After this happens, they will be unable to cancel the order. Here’s how to cancel an order directly from the app:

  1. Open the mobile app.
  2. Select menu on the top left and tap “Your Orders” from the options list.
  3. Tap the item you want to cancel and select “View Order Details” from the next screen.
  4. Tap “Cancel Items” and choose the reason for cancellation on the next screen.
  5. Tap “Cancel Checked Items” to finish canceling the order.

Final Thoughts

For a variety of reasons, both consumers and Amazon retailers at one point or another will likely need to cancel an order. For buyers, if an order has shipped directly from and cannot be modified, the package can be refused or returned to Amazon. In the case of the refusal, the courier would return the package to Amazon on the customer’s behalf. The order may have been placed accidentally or the shopper may have decided that they did need a certain reorder from their Amazon Subscribe & Save program.

For retailers or brands navigating the complex marketplace, an order may need to be canceled due to a supply chain hiccup, an Amazon fulfillment center issue, or a technological error. Although cancellations should not be a frequent occurrence to protect your seller performance metrics and online credibility, handling the situation appropriately and swiftly will demonstrate your commitment to the customer’s experience and the transaction as a whole.

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