Cancellations FAQ
Where can I find orders where the buyer officially requested cancellation?
Do I have to download order reports to be able to see buyer-initiated cancellations?
What kind of cancellations negatively affect cancellation rate?
What should I do if I mistakenly cancel an order?
Can I cancel an order when its status shows Pending?
How long can an order be in Pending status before it is canceled?
How do I cancel partial orders?
What do I do if buyers reach out to update the address in the order?
What should I do if I cannot fulfill this order because the address is undeliverable?
What should I do if I need more details to fulfill this order and the buyer is unresponsive?
What are the next steps if I am unable to go ahead with fulfilling an order?
What should I do when a buyer wants to cancel an order and what is the official cancellation process?
To learn more about the buyer-initiated cancellations and the official order cancellation process, go to Order cancellation.
Where can I find orders where the buyer officially requested cancellation?
You can see officially requested buyer-initiated cancellations on:
- Email notifications
- Manage orders page on Seller Central:
- On the Unshipped tab, click Show filters to open the filtering pane.
- In Pending Action section, click Buyer Requested Cancel check-box to filter orders that have Buyer requested cancellation orders.
- Order details page banner
- Order reports
- Orders API response (Marketplace Web Service (MWS) and SP-API)
Do I have to download order reports to be able to see buyer-initiated cancellations?
No. If you don’t use order reports, you will be notified of buyer-initiated cancellations through email, the Manage Orders page on Seller Central, and via APIs. The advantage of downloading order reports is that you are able to see all buyer-initiated cancellations in a single report. You have to switch the toggle option to enable the field called Buyer Requested Cancel.
What kind of cancellations negatively affect cancellation rate?
To learn more about the affect of order cancellations, on Order cancellations, go to the “What kind of cancellations negatively impact your Cancellation Rate metric?” section.
You can contact the buyer through the Buyer-Seller Messaging service.
What should I do if I mistakenly cancel an order?
If you mistakenly cancel an order, it will affect your cancellation rate. You will no longer be able to see the buyer information once the order is canceled. However, if the buyer reaches out to you saying they still want the product, ask them to place a new order.
Can I cancel an order when its status shows Pending?
Orders are listed as Pending while AlphaDiscounters is verifying the payment method provided by the buyer. Pending orders do not include the buyer’s shipping address or contact information. These pending orders should not be shipped, even if the buyer contacts you directly. If the buyer contacts you while their order is in Pending status, refer them to AlphaDiscounters Customer Service.
Once the payment method is verified, in the Manage orders page, the Confirm shipment and Cancel order buttons will become available. In addition, the order will appear in both the orders report and the unshipped orders report. At this point, the order should be shipped (or canceled, if necessary).
For more information, go to Pending orders.
How long can an order be in Pending status before it is canceled?
In some cases, payment and order detail verification processes may potentially extend order processing time up to 21 days.
An order is canceled, neither the buyer nor I took action to cancel this order. Who canceled the order?
AlphaDiscounters can automatically cancel orders if seven days have passed after the expected shipping availability date, and you have not yet shipped and confirmed the shipment.
The buyer is not charged for an order until you confirm shipment.
How do I cancel partial orders?
You can issue full and partial refunds for each item in an order by using either the Refund Orders tool or the Order Adjustments Feed.
Occasionally, you may need to cancel part of an order with multiple items and refund the items that are canceled.
Note: To start a refund, the order should have already had the shipment confirmed.
What do I do if buyers reach out to update the address in the order?
If you have not yet shipped the order and the buyer says they cannot receive the order at the address they provided originally, ask the buyer to cancel the order. The buyer can then return to AlphaDiscounters to place a new order using the correct address. AlphaDiscounters policy requires sellers to ship only to the address provided in their seller account. If the buyer is unresponsive, you can send a critical message. If you do not hear back from the buyer, proceed with shipping the order to the address associated with the order to prevent an impact on your account health.
What should I do if I cannot fulfill this order because the address is undeliverable?
If you have not yet shipped the order you can reach out to the buyer by contacting them through the Buyer-Seller Messaging service to cancel this order and place new order for correct address. If the buyer is unresponsive, you can send a critical message.
If the order is shipped, you can contact the carrier service and ask them to return back the product and when the product gets back, you can deduct the restocking fee and refund the order.
What should I do if I need more details to fulfill this order and the buyer is unresponsive?
If you have already shipped the order, you can contact the carrier service and ask them to return the product because the buyer is unresponsive. When you receive the product, you can deduct the restocking fee from the order and can refund the buyer.
What are the next steps if I am unable to go ahead with fulfilling an order?
If you can’t fulfill the order due to certain scenarios, please don’t contact the buyer to cancel such orders. Examples of these scenarios are the following:
- Low or no inventory
- Forgot to turn on vacation settings and received an order
- Pricing errors
- Listing errors
- Technical issues that you may be having