Overview

Cancellations occur when customers are dissatisfied with their orders or change their minds. Using features to manage the cancellation process efficiently can help streamline operations and improve the overall customer experience.
Features Available in Seller Center:

• Automated Cancellation Approval:
  • Enable automatic approval for customer cancellation requests within a set timeframe.
  • Cancellation requests within the cancellation window that do not meet auto-approval rules will still require seller review.
• Adjustable Cancellation Window (available to select 3PL sellers):
  • Set custom cancellation rules by choosing a 1-hour, 5-hour, or 24-hour window after an order is placed. This setting does not guarantee automatic cancellation approval within that window; rather, it is the timeframe in which customers can request to cancel their order.
  • If no selection is made, the default cancellation window applies. Customers can request to cancel orders before the package is shipped, but sellers must approve or reject these requests.

How to Locate the Cancellation Features

You can manage your cancellation settings for certain requests in the Seller Center.
To find these settings:

1. In the Seller Center, go to Orders and click the Return Settings page.
2. Select the Cancellations tab.
   

How to Automate Cancellation Requests

Automating the review process for return, refund, and product replacement requests can help increase efficiency and reduce manual workload. Customizing this process allows you to handle certain requests automatically, creating a smoother experience for you and improving customer satisfaction.
Follow these steps to automate certain cancellation requests:
Note that: Cancellation requests within the cancellation window that do not meet auto-approval rules will still require seller review.

1. In the Seller Center, go to Orders and select the Return Settings page.
2. Click the Cancellations tab.
3. Select "To Create."
   
4. Click "Add New Rule."
   
5. Enter the Policy (rule) name (e.g. "Auto approval of cancellation requests").
6. Select the Accept rule reason(s) from the drop-down list.

Note: If no reason is selected, it will default to All.

7. Select the Product category from the drop-down list.

Note: If no category is selected, it will default to All.

8. Enter a Refund range.

Note: If no refund range is selected, it will default to no limitation.

9. Enter an Effective from time range for the rule.
   
10. Set your auto-approval cancellation time
    1. Within remorse window (e.g. 1 hour from customer order placement).

Note: The default platform cancellation policy is set to 1 hour from order placement. This option allows you to extend the timeframe beyond 1 hour to enhance the customer experience.

2. At specific times (e.g. 10am - 11am Daily from customer request cancellation).
   

2. Click Confirm to activate the cancellation automation.

How to Adjust Your Cancellation Window

To set up your Adjustable Cancellation Window (available to select sellers):

1. In the Seller Center, go to Orders and select the Return Settings page.
2. Click the Cancellations tab.
3. In the Cancellation Window row, click the "Set Up" button.
   
4. Choose the desired time period (e.g., Within 1 hour) from the list of options.

5. Click Confirm to save your new cancellation window.

Do You Need Additional Help?

If you need further assistance with automating your cancellation requests, please reach out to your Account Manager or use the Seller Center's Contact Us page.