What is Amazon High Order Cancellation Suspension?
High Order Cancellation (HOC) is a term used by Amazon to refer to a situation where a seller cancels a significant number of orders after they have been placed by customers. When a seller engages in high order cancellation, it can negatively impact the customer experience, disrupt Amazon’s fulfilment processes, and result in a loss of trust in the marketplace.
How to resolve Amazon seller suspension (High Order Cancellation)?
To resolve your Amazon seller suspension, sellers are required to identify the exact root cause of the issue and correct the actions and implement prevent actions which will prevent happening of similar issues in future. Sellers are required to address “High Order Cancellation” issue specifically and write unique and customized Plan of Action (POA) addressing points mentioned below,
— Greater detail on the root cause(s) of higher-than-expected cancellations
— Greater Detail on the Actions You Have Taken to Resolve Higher than Expected Cancellations
— Greater Detail on the Steps You Have Taken to Prevent Higher than Expected Cancellations
— Greater Details on Evidence or Examples that Demonstrate that Our Account has Complied with our Policy
First three points shall always be there in every Plan of Action.
What is Amazon "Root cause of the High Order Cancellation?"
Root cause of every Plan of Action shall always include the actual issue that you faced in your business model. Writing root cause required deep understanding of the actual issue. There are different reasons for High Order Cancellation issue,
Inventory Management Issues: Sellers might list products that are not actually in stock or that they cannot fulfill for some reason. This can lead to a high number of order cancellations when they are unable to fulfill orders.
Pricing Errors: Incorrect pricing, such as listing an item at an unusually low price, can lead to an influx of orders that the seller cannot fulfill. In such cases, sellers might need to cancel orders to avoid significant losses.
Shipping Delays: Sellers might encounter unexpected delays in shipping orders, which can result in customers requesting order cancellations due to extended delivery times.
Product Quality Concerns: If customers receive products that are significantly different from the product descriptions or are of poor quality, they may request cancellations or returns.
Technical Glitches: Sometimes, technical issues or glitches on the seller’s or Amazon’s platform can result in orders being placed erroneously or in duplicate, leading to cancellations.
Out of Stock: Sellers may experience situations where they sell out of an item but have not updated their inventory levels accurately, resulting in orders they cannot fulfill.
Unrealistic Shipping Times: Overcommitting to very short delivery times without the capacity to meet them can lead to a high order cancellation rate.
Listing Errors: Incorrect product details, titles, or descriptions can lead to customers receiving items that differ from what they expected, causing them to request order cancellations.
Third-Party Suppliers: If a seller relies on third-party suppliers or dropshippers and they fail to deliver products as promised, this can lead to order cancellations.
Inadequate Customer Service: Poor customer service and slow response times to customer inquiries or concerns can result in more cancellation requests.
Policy Violations: Violating Amazon’s policies, such as attempting to manipulate reviews or using fraudulent means to boost sales, can result in Amazon taking actions like cancelling orders or suspending the seller’s account.
Customer Behavior: Occasionally, customers may place orders and then change their minds or place duplicate orders, leading to cancellation requests.
How to write "Corrective actions that you took to resolve the issue of High Order Cancellation"?
Corrective actions includes the actions that you took in fact to resolve the High Order Cancellation suspension. It shall not include any other fictitious actions that you haven’t taken yet as it can create an impression on seller performance team.
Following are the points that you need to consider while writing corrective action in every Plan of Action,
Specific Actions: Plan of Action shall include the specific actions that you took to resolve the suspension root cause. It can be deleting of an inventory or listing
Customer Relations: It shall also include the actions that you took to keep up the customer’s trust and relation. Just like apologizing to the customer.
Changes in Business Policies: Every suspension requires changes in your internal business policies. Corrective points shall include the actions that you took immediately after suspension of an account.
How to write "Preventive Actions that you took to resolve similar Amazon High Order Cancellation issue in future?
Last and most important section in every Plan of Action is “Preventive Actions”. Writing preventive action in Plan of Action can be very frustrating as it requires prior knowledge of Plan of Action. Sellers are required to have in-depth knowledge of actual issue and the action that you took to prevent similar issues in future. Following points shall be considered while writing preventive actions in the Plan of Action (POA),
Detailed Information and Explanation: This section is the last and most important section of every POA. Considering it, your POA shall have detailed information and explanation on how you intend to avoid having similar issues in future.
Internal Business Policies: Every business runs on specific policies. High order cancellation can be the result of insufficiency in such business policies. To avoid similar issues, sellers are required to make major changes in such business policies and mention the same in POA.
Unique and Customized Policies: Sellers makes mistake by copy pasting the content of POA. Seller performance team reads thousands of appeals on daily basis, their system can catch copy pasted POA easily resulting instant rejections. Sellers are required to make their own unique and customized policies which are suitable for their business.
Same Repeat Submission: It is very common to get rejected by Amazon seller performance team. Many sellers doesn’t believe in rejection and keeps submitting same Plan of Action again and again which can permanently ban your seller account. After rejection, it is essential to make changes in Plan of Action specifically in preventive actions.
If you are still not sure “What to write” and “How to write” in the Plan of Action, you can contact us on support@appealverse.com or click below to get your account reinstated.