Amazon’s pre-delivery cancellation rate is also a very important value. It is a seller performance data that Amazon strictly assesses. The requirement for sellers is that it cannot exceed 2.5%. In other words, only one order in every 40 orders can be canceled by yourself, otherwise the account will be in danger.
1. How to reduce the cancellation rate before delivery
Many sellers do not understand why Amazon has to assess such a performance and is so strict. In fact, it’s very simple. Amazon is testing the seller’s inventory availability rate. From Amazon’s perspective, no seller will have an order that they will not ship unless there is no goods.
We have emphasized countless times that Amazon is a platform that attaches great importance to user experience, so it has very strict requirements for sellers and will never allow a large number of buyers to place orders but the merchants have no goods to ship. . If this happens, Amazon will think that this seller does not meet Amazon’s seller requirements, and the cleanup will be unexpected. Therefore, self-delivery sellers must pay attention to this rule and manage their inventory in real time. For goods that are not in stock, they must be removed from the shelves in time. To reduce the cancellation rate before delivery, there are two methods. The temporary method is As we mentioned before, we must strictly manage inventory and communicate with suppliers in a timely manner. If there is no stock, we must remove it from the shelves in time. The permanent solution is simple, send an FBA, which can fundamentally prevent such problems from occurring.
2. If the customer really wants to cancel the order, the seller needs to guide the customer to cancel it on his own. But some customers don’t reply when you guide them to cancel. At this time, the seller is in a very embarrassing position. It’s impossible not to cancel; but I don’t dare to cancel directly.
When encountering this situation, if the seller’s latest delivery date has not yet arrived and there is still time to mediate with the customer, you may wish to send a few more emails to the customer to see if the customer can reply. If the customer still doesn’t reply or our latest delivery date is about to arrive, contact customer service immediately, tell customer service the actual situation, and see if we can try to persuade customer service to help us cancel.
If the customer service insists that you cancel it yourself, then you need to make it clear to the customer service that the customer requested the cancellation. This is equivalent to filing a record with Amazon and then canceling the customer’s order. But please remember that you must choose “Customer Cancellation” as the reason for cancellation. You must not choose the wrong one. You will not be held responsible only if the customer cancels. If you make the wrong choice, there is no way to change it, so be careful here.
After canceling, send another email to the customer to tell him that the order has been successfully canceled for him and that he is welcome to shop again next time. If after following these steps to cancel an order, you still find that the order affects the performance of the pre-delivery cancellation rate, you can contact the customer to delete the impact. In most cases, it can be deleted successfully.
3. What kind of blame should you not shoulder?
Of course, not all the blame for order cancellations is shouldered by the seller. At this time, it was the customer who asked to cancel the order, but because some sellers did not understand the operation and Amazon’s rules, they took the blame themselves. This situation must be clarified. Sometimes, the customer places the wrong order or does not want the product for other reasons. Under normal circumstances, the customer will choose to cancel the order in the background, so that we do not have to do any operations or bear any responsibility. However, there are also customers who are not familiar with Amazon’s backend. They just sent an email to the seller, telling the seller that the order was to be cancelled.
For this situation, the seller’s response should be divided into the following situations. First, if a customer sends an email to cancel as soon as he places an order, the seller can proactively reply to the customer’s email and guide him to cancel on his own in the background. The steps must be very detailed. If the customer knows and the cancellation is successful, everyone is happy. If the customer does not reply to the email and does not have any feedback, the seller needs to check Amazon’s latest delivery date. If there is still time to wait, you may wish to wait for the customer for one more day. If the delivery date is very close, you may wish to cancel the order decisively. .
Second, if the customer sends the email very close to the final delivery time specified by Amazon, the seller must decisively cancel the order. If Amazon counts such an order in the seller’s performance, you can appeal to Amazon customer service based on the order cancellation email sent by the customer. In this way, most canceled orders can be counted on the buyer.
Note: When we cancel an order, the reason must be “Customer Cancellation”, otherwise Amazon will not add this score back for us. Remember!