Managing Amazon refunds and cancellations is easy in eDesk. When refund and cancellation requests arrive, you'll see them as tickets in the Mailbox, and you can process refunds and cancellations both in the ticket and in the Orders page in eDesk.
This help file describes what you’ll see in eDesk when your Amazon customers ask you to cancel or refund their orders, and we also show you how to process refunds and cancellations of Amazon orders in 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 your Amazon Seller account to your eDesk. For instructions, 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.
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 Amazon cancellation requests as tickets in your eDesk Mailbox. You can then cancel the orders via the ticket and the Orders page in eDesk.
eDesk tickets 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.
How do I cancel Amazon orders in eDesk?
Follow the steps below to cancel Amazon orders via the ticket in your Mailbox. Alternatively, 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.
02 Amazon refund requests
Amazon refunds are straightforward in eDesk and you can refund by % of the order value, or refund an amount for individual items.
eDesk tickets for Amazon refund requests
When your Amazon customers ask you to refund their order, eDesk displays a new ticket of type Refund. The ticket contains all relevant details and links to your Seller Central account. Just like Cancellation requests, there is no Reply box in the ticket due to Amazon's Buyer-Seller Messaging rules.
How do I refund Amazon orders in eDesk?
Follow the steps below to refund Amazon orders via the ticket in your Mailbox. Alternatively, cancel an order from the Order page by selecting the Refund Order button in the sidebar beside the Create new ticket and View existing ticket buttons.
1. Open the ticket and in the right-hand panel, select the Refund button in the Order Info section. Note that this button will be displayed only if the order is eligible for refund, i.e, its order status indicates it has been shipped or partially shipped.
2. A window opens that allows you to refund by item or by percentage:
To refund by percentage:
- Select the % Percentage of order header.
- Drag the slider until the percentage you want to refund is displayed below it.
- Select the Reason menu and choose the reason for the refund.
- Select Refund.
To refund by item:
- Select the Item-level refund header.
- Enter the refund amount into the fields for the individual items you want to refund (or select Refund all remaining to refund everything remaining in the order).
- Select the Reason menu and choose the reason for the refund.
- Select Refund.
3. The refund is processed and if enabled, a custom notification is sent to the customer (see next section of this help file).
03 Customizing customer notifications
eDesk allows you to customize the message you send to customers to notify them that you have cancelled or refunded their order.
1. Go to Settings > Mailbox > Channels and select the Amazon channel for which you want to set up the custom notifications.
2. Select the Mailbox tab.
3. Select the Custom Cancellation Message toggle and/or the Custom Refund Message toggle.
4. Enter your custom messages into the fields. Use snippets to personalize them.
5. Don't forget to save your changes!
The appropriate custom message will be emailed to customers when the order is cancelled or refunded.
04 Important
Note that you still have the ability to process refunds and cancellations directly in your Amazon account as well as in eDesk, but our best practice recommendation is that you process them only in eDesk so that your team has full visibility of customer messages, orders, cancellations, and refunds across all of your channels in one place.Further Reading
To learn how to connect your Amazon Seller account with eDesk, see here.
To learn about Amazon Buyer Opt-out, which allows buyers to opt-out of receiving non-critical messages from sellers, see here.