Cancelation Rate

The cancelation rate (CR) is the percentage of total orders canceled by the seller, during a given 7-day time period. Cancelation rate only applies to seller-fulfilled orders.

This metric includes all order and item cancelations initiated by the seller, with the exception of those that are requested by the customer using the order cancelation option in their Amazon account. Pending orders or items that are canceled by the customer directly on Amazon are not included.

Our policy recommends sellers to maintain a cancelation rate under 2.5% in order to sell on Amazon. A cancelation rate above 2.5% may result in deactivation of seller-fullfilled offers.

Offer Suppression due to order cancelation

We closely monitor your listings with seller-canceled orders and may remove the offer if there is a history of seller-canceled orders or two consecutive seller-cancelations for orders placed in the last 30 days. You can reactivate offers by taking the following steps:

1. Go to Manage Inventory in Seller Central.
2. In the search bar above your list of products, search for the ASIN that has been deactivated. Or you can select the Inactive option to filter for all inactive offers.
   Note: ASINs removed for cancelation will appear as Inactive (Ineligible for seller-fulfillment) status with an orange marking.
3. Click Edit and the update the price of the ASIN to reactivate the listing.

Why should you avoid order cancelations initiated by the seller?

It is important to ensure that products you have listed on Amazon are in stock and available to deliver. When you cancel an order or items within the order before fulfillment, it’s usually because the product is out of stock. some percentage of stock-outs can be unavoidable in normal business practice, but we expect you to try to minimize such issues. High cancelation 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 canceled order?

A decision to not fulfill an order before ship-confirmation is a canceled 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 cancelation rate and download your report:

1. Go to the Account Health page in Seller Central.
2. In the Delivery Performance section, click View details.
3. Select the Pre-Fulfillment cancelation rate tab. Scroll down and click Download Report.

See also

Order Cancelations

Frequently asked questions about cancelations