A buyer can cancel an order they placed on Amazon.com during the first 30 minutes after placing the order. After this time, the buyer cannot cancel the order themselves, and the seller has to cancel the order.
On Amazon Seller Central, you can cancel the order as a buyer requested cancellation. It is important to classify the cancellation as a buyer requested cancellation because Amazon considers these differently when evaluating your fulfillment and seller performance. Since Amazon is a market that charges buyers when you confirm shipment, you don't need to do anything else.
As a follow-up to this, I had a customer that requested that we cancel an order. While I was in the process of canceling the order, one of my coworkers processed the order in Monsoon. Looking at Amazon, the order shows as canceled and that no action needs to be taken, but in Monsoon it shows that the order was Shipped and that I need to perform a refund if I want to cancel the order.
I've opened a ticket with Monsoon Support (firstname.lastname@example.org) to determine 1.) Do I need to refund the customer (doesn't appear as though I should) 2.) Will I be charged commission on the "sale" since I didn't really sell the book. I figure that I can manually add the item back into my inventory on Monsoon (to correct OHs) and delete the sale from my Monsoon reporting when I reconcile my sales with Amazon reporting, but I was really curious about whether or not the customer was charged and whether or not I'll pay a commission when I shouldn't.
I'd like to not that as of writing this post, I have not heard back from support (ticket created only 3 1/2 hrs ago).
Thanks for the follow-up. If the order is canceled on Amazon, the customer won't be charged. You're correct that you don't want to refund the customer, and you can move the QTY back to inventory.
Since it is showing as Shipped in Monsoon, to avoid being charged a Monsoon commission for an order that was canceled, please contact our billing department and let them know the Monsoon order number. They can be reached at email@example.com
Thanks for the reply to my ticket and for the reply here in case others run into the same situation.
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