I received a message from a buyer titled: Order cancellation request, and in the email she writes: Everything I ordered this day has already been shipped, this is taking too long. Do I cancel her order? why doesn’t she cancel it herself? P.s i haven’t shipped her order because she put “none” as her state so I had to contact her for the correct address..
Buyers cannot cancel orders if their payment has cleared Amazon’s system. This is usually less than 90 minutes after placement. Once it the order is no longer pending, the seller must cancel and choose “buyer cancelled” in the drop-down menu. All the buyer can do is message you and tell you to cancel.
It is literally *impossible* for the buyer to do it… it’s to protect you. You WANT it this way. Otherwise you could ship it and they could cancel… then you’re down an item AND profit.
Always let them cancel not you. If they cancel it doesn’t hurt your metrics. If you cancel it does. Write her back and apologize but your shipping dates are clearly marked and faster shipping is not part of this item. Let her know that if she would like to cancel the order she can go ahead and log in to her account and choose to cancel order on her end and you will be happy to help her through the process. If not explain you appreciate her order and to keep an eye out for the tracking info so she knows when it will be delivered. Make it helpful, informative, and show you care while explaining your policy’s. Always have the customer cancel not you.
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