Last year, Amazon changed the way sellers are notified of order cancellation requests. However, months after the rollout, the company confirmed that some cancellation notices went unnoticed, and it looks like the problem will continue into the new year.
Amazon notified sellers last February that it would no longer send notifications through its buyer-seller messaging system. Instead, the cancellation request will appear in the banner on the Manage Orders page and in the order report.
Following concerns from sellers, Amazon has postponed the implementation of the new policy from the end of April 2022 to the end of May 2022.
However, Amazon acknowledged in July that it continued to receive cancellation requests through buyer and seller messages.
“Almost all cancellation requests are received on the Manage Orders page, but there are a few sporadic exceptions that appear in buyer and seller messages, depending on how the cancellation request was submitted. Customer’s order cancellation request…” is displayed in the buyer/seller message.
“We are working to eliminate these exceptions, but in the meantime we must honor cancellation requests received via the Buyer-Seller Messages tool and this will not impact our cancellation rates. ”
Over the weekend, sellers reported that some notifications were still bypassing the new Manage Orders page and instead appearing in messages.
Ina Steiner
