Cancelled Orders and Shipping Performance Metric

Given the material impact that COVID-19 has had on many of our sellers, we have taken steps to proactively mitigate the impact of this event on the health of your Amazon seller account by relaxing our policies for shipping-related performance metrics.

Specifically, we will take into account any COVID-related disruption as it relates to late shipping or needing to cancel orders due to factors outside your control. While we always aim to deliver on our customer promise, our goal is to help you manage your business through this difficult period.

If you realize that you cannot fulfill an order, use Buyer-Seller Messaging to communicate this information to the buyer, explain the reason why, and request that they submit an official cancellation request. If the buyer is willing to submit an official cancellation request, follow the guidance in the Standard cancellation process that will not count against your metrics section of the Order cancellations 116 Help page.

If the buyer does not submit an official cancellation request, please cancel the order and notify the buyer. This cancellation may impact your performance metrics. However, if we are able to confirm you notified the buyer using Buyer-Seller Messaging we will consider this unforeseen event when we evaluate your account's recent performance. To prevent other orders from impacting the metrics, we recommend reviewing the delivery time and making updates as needed. To make these changes, follow the guidance in the Manage your delivery time in the Delivery time 47 Help page.