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This article applies to selling in: Japan

FAQs about the 2019 Novel Coronavirus (COVID-19)

Below are recent questions we've received from sellers like you that may be helpful:

1. What should I do if I am unable to fulfill any orders?

If you determine that you are unable to fulfill any orders due to the impact of COVID-19, you can place your account in vacation status to protect the health of your Amazon seller account. Alternatively, you can take additional steps to manage your inventory. For additional information on how to take these actions, refer to the following:

2. How do I cancel an order that I accepted, but I am suddenly unable to fulfill?

If you realize that you cannot fulfill an order, use Buyer-Seller Messaging to communicate this information to the buyer, explain the reason why, and request that they submit an official cancellation request.

  • If the buyer is willing to submit an official cancellation request, follow the guidance in the Standard cancellation process that will not count against your metrics section of the Order cancellations help page.
  • If the buyer does not submit an official cancellation request, please cancel the order and notify the buyer. This cancellation may impact your performance metrics. However, if we are able to confirm you notified the buyer using Buyer-Seller Messaging we will consider this unforeseen event when we evaluate your account's recent performance. To prevent other orders from impacting the metrics, we recommend reviewing the delivery time and making updates as needed. To make these changes, follow the guidance “Manage your delivery time” section in the Manage your delivery time help page.

3. What do I do if a buyer requests that I cancel an order?

If the buyer requests that you cancel a shipped or unshipped order, use Buyer-Seller Messaging to request the buyer to submit an official cancellation request. Once the buyer has submitted this request, you should follow the Standard cancellation process in the Order cancellations help page to ensure that this cancellation will not count against your metrics.

4. How do I temporarily deactivate my account?

To deactivate or activate your listings, please follow the steps below:

  1. From your seller account, select Settings, then select Account Info.
  2. On the Seller Account Information page, in the Listings Status section, click Going on a vacation?.
  3. Select Active or Inactive.
  4. When you are finished, click Save.
For details on the steps, please see: Listing status for vacations, holidays, and other absences
Note: when it’s applicable, the monthly subscription fees will be still charged even when your Listing Status is Inactive. If you do not wish the fees to be charged, please change the selling plan to Individual. To switch the plan from Professional to Individual, please see the help page: Switch to an Individual selling plan.

5. I want to sell antiseptic liquid/sanitizing wipes/sanitizing sprays/isopropyl alcohol. What should I do?

We set priorities for earning buyer trust at Amazon. For that reason, we have updated the policy for some of the personal safety and household products as they are in high demand due to the COVID-19 pandemic worldwide. Please note, therefore, there are more stringent requirements to list these products than before. Please see the help page for more details: Personal Safety and Household products

6. I could no longer ship orders and the Order Defect Rate went up. Can you consider not to close my account?

Similar to how Amazon is working to get our fulfillment capabilities back to regular operations, we have heard from many of you who are also facing challenges in running your businesses. To protect your account and ensure these supply chain and fulfillment difficulties do not impact your Account Health, beginning March 20, we stopped suspending selling accounts for high cancelation or high late shipment rates. Effective immediately, we are also stopping suspension of selling accounts for high order defect rates. These changes will stay in effect through May 31. We will continue to evaluate the situation, and let you know if we will extend this further.

Making reliable promises for customers remains particularly important at this time, and so we appreciate everything you are doing to fulfill your orders successfully, and we encourage you to put your account on vacation if you are not able to do so.

Help pages about COVID-19

You may find useful comments and tips from experienced sellers and Amazon Forum Moderator in Seller Forum for questions you have. Please visit Seller Forum for your reference.

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