Amazon has planned to bring new changes to the buyer-initiated order cancellations from May 10, 2022. Read this article to get more details about those changes.
Amazon has received feedback from many of its buyers saying that they would like a better process to manage buyer cancellation requests without searching for them in the Buyer-Seller messaging tool.
The buyers shared that it can be easy to miss cancellation requests because they get lost among multiple Buyer-Seller messages, which if left unattended and can result in product returns and refunds.
Effective from May 10, 2022, Amazon will simplify the process of managing buyer cancellation requests for seller-fulfilled orders.
Changes if the buyers 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 Buyer-Seller messaging.
If the buyer uses Order reports to process orders, they can enable the Buyer-Requested Cancel field to see cancellation requests in their Order reports.
Changes if the buyers use APIs:
They can view buyer cancellation requests through their own systems by using the List Order Items API. Amazon is adding two fields on the API response, which developers will be able to import and surface on their systems.
Once they have imported the buyer cancellation requests, they can continue to cancel orders through API feeds on Seller Central or with a file upload.
They will continue to receive email notifications for all buyer-initiated order cancellation requests.
The buyers will still use the Buyer-Seller messaging service to contact customers. If a customer requests cancellation in the messaging tool, ask them to cancel their order on the “Your Orders” page.
Messages about cancellation are considered as critical messages and will be delivered to a buyer even if they have opted out of non-critical messages.
Stay updated with Amazon’s news by following Amazon Seller Talk blogs.