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This article applies to selling in: Japan

Cancel an item, order, or multiple orders

You can cancel any unshipped items or orders from your Manage orders page. After you cancel an item or order, Amazon will send a cancellation email to the buyer.

This help page provides information on how to cancel orders individually or in bulk. For more details, go to Order cancellations and cancellations FAQ.

Cancel one order or items within an order

  1. On the Manage Orders page, locate the order you want to cancel.
  2. Click Cancel Order in the Action column.
  3. Select from Cancel entire order or Cancel items.
  4. For Cancel items, select the ASIN and quantity you wish to cancel.
  5. On the Cancel Order page, select a Reason for Cancellation. You may also enter any information you want to keep track of in the Seller memo field.
  6. Click Submit.

Cancel Cash on Delivery orders

For cancelling and refunding Cash on Delivery orders that are returned due to an unknown shipping address or refused delivery, go to Manage Cash on Delivery and Convenience Store Payment Orders.

Cancel multiple orders

You can also cancel multiple orders using one of the following techniques:

Note: We expect sellers to maintain accurate inventory levels. Failure to adjust your inventory in a timely manner can lead to excessive pre-fulfillment order cancellations. For information on how we factor cancelled orders into your overall performance, see Customer Metrics.
Note: For the orders cancelled before shipping using Order Cancellation File, the inventory level may change depending on the reason code entered.

If the reason code is one of the following, the same quantity of the products as the cancelled order will be added back to your inventory.

  • "BuyerCanceled"
  • "ShippingAddressUndeliverable"
  • "GeneralAdjustment"
  • "PricingError"

Partial refunds

Important: You must be an Amazon MWS developer in order to send a Feeds request.

Occasionally, you may need to cancel part of an order with multiple items and refund the items that are cancelled. If you manage your orders using inventory files, you can upload an Order Adjustment Feed. If you manage your orders using inventory files, you can upload an Order Adjustment or Partial Cancellation feed.

To cancel or refund part of a multi-item order, follow these steps:

  1. Ship and confirm all the order items that you can fulfill.
  2. Use an Order Adjustment or Partial Cancellation feed to submit a refund for the order items that you cannot fulfill. Provide the following information in the feed:
    • Quantity Cancelled: The quantity that cannot be fulfilled.
    • Adjustment Reason: The refund code. Select either NoInventory or CustomerCancel.

For more details about refunds, go to Things to consider before issuing a refund and Refunds FAQ.

For more information, see Refund or Partially Cancel Orders—Order Adjustment or Partial Cancellation.

Canceling pending orders

You can cancel pending orders as well as orders that have not been shipped yet.

  1. Select a search filter, Order status > Pending > Date range , from the drop-down list to search the pending orders.
  2. Select the pending order to cancel and click Cancel Order button.

    Cancel Order Page is displayed.

  3. Choose the reason of canceling, click Send button.

    Amazon will send an order cancellation e-mail to your customer.

Contact to a buyer

You must communicate with buyers if the product ordered is not available to be shipped. Buyers visit the following help pages for details about canceling an order and receiving a refund. You can provide these links when you contact to a buyer as needed.

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