You may need to cancel or reject an order for various reasons, such as the product being out of stock, the delivery address being unserviceable, or the store being temporarily closed. This article explains how you can cancel or reject an order on SmartBiz by Amazon.
You can cancel an order at any stage - whether it's pending, accepted, or shipped. However, we advise against canceling orders once they have been accepted, as this can negatively impact your customers' experience.
If you cancel a pre-paid order, you must issue a refund through your payment partner’s dashboard.
To access the dashboard, go to the ‘Manage Payment’ section under the ‘Profile’ tab. Detailed steps are available in the Payments and Returns article.
To cancel orders, follow these steps:
- Go to the ‘My Orders’ page in your SmartBiz account.
- Click on the order details.
- Click on the ‘Reject Order’ button.
- Confirm by clicking ‘Yes, Reject Order’ if you want to reject the order.
- Select the reason for rejecting the order, such as: Unable to provide COD payment, Product out of stock, Delivery address is not serviceable, Store is temporarily closed, or other reasons.
- Click the ‘Confirm’ button to complete the rejection.
Note: You can cancel an order after accepting it if you are unable to fulfil it due to some reason. However, we strongly recommend you share a reason with the customer in order to retain their trust.
To cancel orders on desktop, follow these steps:
1. Navigate to Orders Section
Click the 'Orders' tab in the Amazon Desktop Seller App to view and manage your current orders.
2. Select Specific Order
Click on the order number to open the detailed view of the order you wish to cancel or reject.
3. Initiate Order Rejection
Click the 'Reject Order' button to start the process of rejecting the selected order.
4. Confirm Order Rejection
Click 'Yes, Reject Order' to confirm your decision to reject the order.
5. Choose Rejection Reason
Click the appropriate option indicating the reason for rejecting the order, in this case "Delivery address is not servicable".
6. Confirm Rejection Submission
Click the 'Confirm' button to finalize the rejection and submit the reason for processing.
You have successfully rejected an order by selecting it, confirming the rejection, and providing a valid reason for the same.
FAQs
1. Why should I avoid cancelling an order after accepting it?
While SmartBiz allows cancellations at any stage, cancelling after acceptance can negatively affect customer experience and trust.
2. What reasons should I select when rejecting an order?
Common reasons include: unable to provide COD payment, product out of stock, delivery address is not serviceable, or store temporarily closed. Please select the appropriate reason as applicable in your case.
3. Do I need to issue a refund after cancelling a pre-paid order?
Yes — if the order was pre-paid, you must manually issue a refund through your payment partner’s dashboard (e.g., Razorpay).
4. Can SmartBiz automatically refund pre-paid customers?
You typically need to issue refunds manually via your payment partner. This ensures the customer receives their money back promptly.
5. Will customers be notified when I cancel or reject an order?
SmartBiz normally sends order status updates to customers, but it’s good practice to proactively inform them with reasons for cancellation to maintain trust.