It's simple to manage Amazon cancellations in eDesk. Although Amazon no longer sends notifications to sellers when a customer asks to cancel their order, eDesk has you covered and you'll continue to receive notification of any Amazon cancellations in your eDesk Mailbox. You can also act on cancellation requests in eDesk and cancel orders via the ticket and the Orders page.
This help file describes what you’ll see in eDesk when your Amazon customers make a cancellation request, and explains how to cancel Amazon orders via eDesk.
Before you start
- You'll need an eDesk account and an Amazon Seller account. To get an eDesk account, see here.
- You'll need to have connected Amazon to your eDesk. For instructions on connecting Amazon, see here.
01 Amazon cancellation requests
In the past, when your Amazon customer requested to cancel their order, Amazon sent a notification to the seller, which showed up in your eDesk Mailbox as a ticket of type Cancellation. In May 2022, Amazon replaced this notification with a banner on the Manage orders page, and cancellation requests are now also included in the order reports, which sellers can see as long as they enable the Buyer-Requested Cancel field.
Even though Amazon have phased out cancellation notifications, you’ll continue to get notifications in eDesk whenever any of your Amazon customers cancel their order.
02 eDesk's notifications for Amazon cancellation requests
When your Amazon customers cancel their order, eDesk displays a new ticket of type Cancellation, just as before. The ticket contains all relevant details and links to your Seller Central account.
The only change in eDesk is that there is no Reply box in the ticket. This is because Amazon has strict Buyer-Seller Messaging rules for sellers, and since the notification comes from eDesk not Amazon, any replies to the customer could be blocked by Amazon and, in the worst case scenario, your account could be suspended. See here for more information about Amazon’s restrictions on Buyer-Seller messages.
03 What do I need to do?
Not a single thing! If you sell through Amazon and have connected your eDesk to Amazon, you’ll automatically get a notification for the cancellation request in your Mailbox whenever a customer asks to cancel an order. Happy days.
04 How do I cancel Amazon orders in eDesk?
Below are instructions for cancelling Amazon orders via the ticket in your Mailbox. Alternatively, you can cancel an order from the Order page by selecting the button in the sidebar beside the Create ticket button.
1. Open the ticket and in the right-hand panel, select the button Cancel Order. Note that this button will be displayed only if the order is eligible for cancellation, i.e, it hasn't been shipped yet.
2. A confirmation window opens. Select the reason for the cancellation and select Cancel Order.
3. A Success message is displayed to confirm the cancellation.
The customer will receive an email containing a notification message. You can customise this message - see below.
About Restocking: When making a cancellation, you can’t restock. This is because cancellations are for items that are yet to be shipped.
05 Customising customer notifications
eDesk allows you to customise the message you send to customers to notify them that you have cancelled their order.1. Go to Settings > Mailbox > Channels and select the Mailbox tab.
2. Select the Set custom Refund / Cancellation message toggle to display the Custom Refund Message field and the Custom Cancellation Message field.
3. Enter your custom message into the field. Use snippets to personalize it.
4. Don't forget to save your changes!
The custom message will be emailed to customers when the order is cancelled.
Further Reading
Interested to learn more about Amazon’s Buyer-Seller Messaging policy? Click here.
To learn about Amazon Buyer Opt-out, which allows buyers to opt-out of receiving non-critical messages from sellers, click here.