Amazon have started the rollout of their upgraded buyer cancellation experience. You’ll start to have to monitor and process cancellations requested from both the Buyer-Seller Messaging Service and the Manage Orders page.
While this rollout occurs, you will receive buyer cancellations through the old experience on Buyer-Seller Messaging Service or through the new experience on the Manage Orders page. This is a nuisance, but shouldn’t last long as once the rollout is complete everything will be through the upgraded buyer cancellation experience. In the meantime, you could receive buyer-initiated cancellations in the following methods:
- Email: You will receive all buyer cancellation requests through email under the subject line of “Order cancellation request from Amazon customer”.
- Seller Central: You will receive some order cancellation requests through the Buyer-Seller Messaging Service, or some through the Manage Order page.
If you cancel any orders where a request was received through either of the channels, your Cancellation Rate metric will not be impacted. This is why it’s important to monitor and process cancellations received on both channels in the short term.
Once the rollout is finalised, this upgraded buyer cancellation experience moves the buyer cancellation requests out of the Buyer-Seller Messaging Service to the Manage Order page, allowing you to view and process cancellations there. Additionally, as part of this new experience, you will continue to receive email notifications of cancellation requests.
When the rollout is finalised, buyer cancellation requests will only be received through the Manage Order page and email, meaning you will no longer receive them through Buyer-Seller Messaging Service.
The rollout phase of the upgraded buyer cancellation is expected to be finalised by this Friday, the 3rd of June 2022.