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This article applies to selling in: Canada

Order cancelations

If a buyer asks you to cancel an order and you have not yet shipped and confirmed the shipment, you can cancel it in Manage Orders or use an Order Cancellation feed.

When you cancel an order, Amazon automatically updates the order status in the buyer's Amazon account and sends an email notification to the buyer.

  • If you have shipped and confirmed the order, tell the buyer that the order is already on its way and ask them to return it to you for a refund.
  • If you have not yet confirmed the order as shipped, you may simply cancel the order because the buyer is not charged for an order until you confirm shipment.

Both cancellations and returns are a normal part of most sales operations.

For the first 30 minutes after the order is placed, buyers can cancel their own order using the Cancel Items button located in Your Account > Your Orders on Amazon. After 30 minutes, the buyer can request a cancellation, but only the seller can cancel the order.

If the buyer sends a message requesting to cancel an order, use the following steps:

Important: If you don't follow the standard cancellation process as outlined below (responding to a cancellation request generated in the system by the buyer's account), the cancellation may count against your metrics.
Note: If you cannot fulfil the order due to lack of inventory and need to cancel the order, select the reason as no inventory. Do not contact the buyer and request that they submit a cancellation request.

Standard cancellation process (will not count against your metrics):

You receive the cancellation request through the Buyer-Seller messaging service that contains the subject line: "Order cancellation request from Amazon customer…"

  1. From the Orders drop-down, select Manage Orders.
  2. Find the order referenced in the email notification and click the Cancel order button in the Action column.
  3. On the Cancel order page, select the reason for cancellation as buyer requested.
  4. Click Submit.
  5. After you cancel the order, you and the buyer will receive separate email confirmations that the order has been cancelled.
Note: Additional communication to or from the buyer might change the subject line of the original communication.

Non-standard process (may count against your metrics):

You receive the cancellation request that doesn't follow the standard process and doesn't include the standard subject line "Order cancellation request from Amazon customer…"

  1. Reply to the buyer and ask them to find the order on their Amazon account and request to cancel it there ( Your Account > Your Orders > Request Cancellation ).

Automatic cancellation

Amazon will automatically cancel orders if seven days have passed since the expected shipping availability date and you have not yet shipped and confirmed the shipment.

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