Avoid cancelling orders unless requested
to do so by buyers. Orders that are cancelled for any reason other than by buyer request
will negatively affect your Cancellation Rate. Some percentage of
stock-outs may be unavoidable in normal business practice. However, we expect you to
minimize such issues.
If cancelled orders are affecting your
overall seller performance, here are some steps that you can take to improve it:
Update your Amazon inventory regularly to
avoid receiving orders for items that you can't ship by the expected date
(stock-outs). You may have to update your inventory multiple times per day if you are
selling through other channels.
Check and re-check price submissions. Price
errors can lead to increased order cancellations. If you are using a third-party
integrator to update your listings, take appropriate measures to prevent the
integrator from making a mistake.
If you think your listing is eligible for
the Buy Box, make sure you have enough stock on hand to meet the potential increase
in order volumes.
If you have to cancel an order, do so as
soon as you know that you can't fulfill it. Buyers may be more forgiving if you
cancel an order immediately, rather than after the expected ship date. Always follow
up the cancellation with an apology to the buyer.