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This article applies to selling in: Japan

Order cancellations

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 cancelations and returns are a normal part of most sales operations.

For the first 5 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 5 minutes, the buyer can request a cancelation, but only the seller can cancel the order.

Note: This applies to merchant-fulfilled orders only.

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

Important: If you do not follow the standard cancelation process as outlined below (responding to a cancelation request generated in the system by the buyer's account), the cancelation may count against your metrics.
Note: If you cannot fulfill 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 cancelation request.

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

You receive the cancelation request through the Buyer-Seller messaging service that contains the subject line: "Order cancelation 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, the buyer will receive separate email confirmations that the order has been canceled.

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

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

  1. Ask the buyer to find the order on their Amazon account.
  2. Select ( Your Account > Your Orders > Request Cancelation ).

Automatic cancellation

Amazon will automatically cancel orders if 7 business days have passed since the expected shipping availability date and you have not yet shipped and confirmed the shipment.

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