取消率

取消率 (CR) 是在给定的 7 天时间段内,卖家取消的所有订单占订单总数的百分比。CR 仅适用于卖家自配送订单。

此指标包括所有由卖家取消的订单和商品,但买家使用其亚马逊账户中的订单取消选项请求取消的订单除外。买家在亚马逊上直接取消的等待中订单或商品不包括在内。

我们的政策规定,卖家应维持低于 2.5% 的 CR,这样才能在亚马逊上销售商品。高于 2.5% 的 CR 可能会导致账户停用。

注意: 优先配送订单的绩效目标与上述目标不同。请参阅优先配送和保证配送,了解更多信息。

为什么卖家发起的订单取消是不可取的?

您应当确保您在亚马逊上发布的商品有货且能够配送,这一点非常重要。您在配送前取消订单取消订单中的商品通常是因为商品缺货。当然,在正常的业务操作中,一定比例的缺货现象可能无法避免,但我们希望您能够最大限度减少此类问题。订单取消率较高可能会影响您的销售能力。就短期而言,它还会对您的利润产生负面影响,因为未配送商品或订单会导致您的公司损失收入。

退款和取消订单有何区别?

在确认发货前决定不配送订单被视为取消订单。在订单确认发货后,决定接受退货或不配送商品被视为退款。

要查看您的 CR 并下载您的 CR 报告,请执行以下操作:

  1. 转至卖家平台中的账户状况页面。

  2. 在【配送绩效】部分,点击【查看详情】。

  3. 选择【取消率】选项卡。向下滚动并点击【下载报告】按钮。


 亚马逊官网原文详情:

Cancellation Rate

The Cancellation Rate (CR) is all seller-cancelled orders represented as a percentage of total orders during a given 7-day time period. CR only applies to seller-fulfilled orders.

This metric includes all order and item cancellations initiated by the seller, with the exception of those that are requested by the customer using the order-cancellation options in their Amazon account. Pending orders or items that are cancelled by the customer directly on Amazon are not included.

Our policy is that sellers maintain a CR under 2.5% in order to sell on Amazon. A CR above 2.5% may result in account deactivation.

Note: Performance targets for Premium Shipping orders vary from the above. See Premium Shipping and guaranteed delivery for more information.

Why are order cancellations initiated by the seller bad?

It is important to ensure that products you have listed on Amazon are in stock and available to ship. When you cancel an order or items within the order prior to fulfillment, it's usually because the product is out of stock. Of course, some percentage of stock-outs might be unavoidable in normal business practice, but we expect you to try to minimize such issues. High cancellation rates are a problem that can impact your ability to sell. In the short term, it also negatively affects your bottom line because an unfulfilled item or order is lost revenue to your company.

What is the difference between a refunded and a cancelled order?

A decision not to fulfill an order prior to ship-confirmation is a cancelled order. Once an order is ship-confirmed, a decision to accept a return or not ship an item is treated as a refund.

To view your CR and download your CR report:

  1. Go to the Account Health page in Seller Central.

  2. In the Shipping Performance section, click View details.

  3. Select the Cancellation Rate tab. Scroll down and click the Download Report button.

 文章来源:亚马逊官方网站