订单取消
如何取消订单？ （标准流程）
如果买家要求您取消订单，并且您尚未发货及确认发货，那么您可以在【管理订单】中或使用【订单取消】上传数据取消订单。要从【管理订单】菜单中取消订单，请按照下面“不会对您的指标产生不利影响的标准取消流程”部分中的步骤进行操作。
您取消订单后，亚马逊会自动更新买家亚马逊账户中的订单状态，并会向买家发送电子邮件通知。
注意：
如果您已发货并确认发货，您可以告诉买家订单已在运送途中，请买家通过退货来获得退款。
如果您已经生成货件标签，请告知买家您在此阶段无法取消订单，并请他们通过退货来获得退款。
如果您误取消了订单，可以通过“买家与卖家消息服务”联系买家，以通知买家这一情况。如果买家愿意，鼓励他们重新下单
取消订单和退货是大部分销售运营中的正常组成部分。
买家可以在何时取消订单？
在下单后的 30 分钟内，买家可以在亚马逊上点击【我的账户】 > 【我的订单】中的【取消商品】按钮，自行取消订单。30 分钟后，买家可以申请取消订单，但只有卖家才能取消相应订单。
如果买家发送消息请求取消订单，请按以下步骤操作：
重要： 如果您未遵循下列订单取消流程（回复系统中由买家账户生成的取消申请），订单取消可能会对您的指标产生不利影响。
注意： 如果您因库存不足而无法配送订单并且需要取消订单，请选择【无库存】作为原因。请勿联系买家并要求其提交订单取消申请。
不会对您的指标产生不利影响的标准订单取消流程：
您通过买家与卖家消息服务收到订单取消申请，具体的主题行是： “亚马逊买家…的订单取消申请”
要取消买家申请取消的订单，请按照以下步骤操作：
在【订单】下拉菜单中，选择管理订单。
找到电子邮件通知中提到的订单，然后点击【操作】列中的【取消订单】。
注意： 只有【未发货】订单才有对应的【取消订单】按钮。
在【取消订单】页面上，选择【买家取消】作为取消原因。
点击【提交】。
在您取消订单后，您和买家将会分别收到一封确认电子邮件，告知双方订单已取消。
注意： 您与买家之间进行的额外沟通可能会更改原沟通内容的主题行。
可能会对您的指标产生不利影响的非标准取消流程：
您收到的订单取消申请未包含标准主题行“亚马逊买家…的订单取消申请”
要避免以影响您指标的方式取消订单，请使用买家与卖家消息服务并请买家按照标准流程提交正式的订单取消申请。请在回复中使用以下说明： 您可以在亚马逊账户中点击【我的账户】 > 【我的订单】 > 【申请取消】来找到相应订单
部分取消
有时，您可能需要取消包含多个商品的订单中的部分商品，并针对已取消的商品退款。对于部分取消的商品，请上传订单盘点上传数据。
重要： 您必须是亚马逊 MWS 开发者，才能发送上传数据请求。
有关详情，请参阅取消一个或多个订单。
自动取消
如果自预计发货有效日期起已过去 7 天，而您尚未发货和确认发货，亚马逊将自动取消订单。
亚马逊官网原文详情：
Order cancellations
How can I cancel an order? (Standard process)
If a buyer asks you to cancel an order and you have not yet shipped and confirmed the shipment, you can cancel it in Manage Orders or use an Order Cancellation feed. To cancel an order from the Manage Orders menu, follow the steps mentioned under "Standard cancellation process that will not count against your metrics" below.
When you cancel an order, Amazon automatically updates the order status in the buyer's Amazon account and sends an email notification to the buyer.
Note:
If you have shipped and confirmed the order, tell the buyer that the order is already on its way and ask them to return it to you for a refund.
If you have already generated the shipping label, inform the buyer that you are unable to cancel the order at this stage and ask them to return the item for a refund.
If you cancel an order by mistake, you can contact the buyer through Buyer-Seller Messaging service to inform the same. If the buyer wishes, encourage them to place a new order
Both cancellations and returns are a normal part of most sales operations.
When can a buyer cancel an order?
For the first 30 minutes after the order is placed, buyers can cancel their own order using the Cancel Items button located in Your Account > Your Orders on Amazon. After 30 minutes, the buyer can request a cancellation, but only the seller can cancel the order.
If the buyer sends a message requesting to cancel an order, use the following steps:
Important: If you do not follow the cancellation process as outlined below (responding to a cancellation request generated in the system by the buyer's account), the cancellation may count against your metrics.
Note: If you cannot fulfill the order due to lack of inventory and need to cancel the order, select the reason as no inventory. Do not contact the buyer and request that they submit a cancellation request.
Standard cancellation process that will not count against your metrics:
You receive the cancellation request through the Buyer-Seller messaging service that contains the specific subject line: "Order cancellation request from Amazon customer…"
To cancel an order requested by a buyer, follow these steps:
From the Orders drop-down, select Manage Orders.
Find the order referenced in the email notification and click Cancel order in the Action column.
Note: The Cancel order button is available only for Unshipped orders.
On the Cancel order page, select the reason for cancellation as Buyer Canceled.
Click Submit.
After you cancel the order, you and the buyer will receive separate email confirmations that the order has been canceled.
Note: Additional communication to or from the buyer might change the subject line of the original communication.
Non-standard cancellation process that might count against your metrics:
You receive the cancellation request that does not include the standard subject line "Order cancellation request from Amazon customer…"
To avoid canceling an order in a manner that impacts your metrics, use Buyer-Seller Messaging and request the buyer to submit an official cancellation using the standard process. Use the following instructions in your response: You can find the order in your Amazon account by clicking Your Account > Your Orders > Request Cancellation
Partial cancellation
Occasionally, you may need to cancel part of an order with multiple items and refund the items that are canceled. For a partial cancellation, upload an Order Adjustment Feed.
Important: You must be an Amazon MWS developer in order to send a Feeds request.
For details, see Cancel an order or multiple orders.
Automatic cancellation
Amazon will automatically cancel orders if seven days have passed since the expected shipping availability date and you have not yet shipped and confirmed the shipment.
文章来源：亚马逊官方网站
