Summary
New section permits item-level partial order cancellations for out-of-stock or stock damage on multi-SKU orders, but explicitly warns such cancellations negatively impact SFCR.
Why it matters
Sellers gain new operational flexibility to cancel partial orders without total fulfillment, but with documented SFCR penalty risk. Must ensure refunds are prompt and full for any partial cancellations to avoid disputes.
Recommended action
Review order management workflows to implement item-level partial cancellation process. Document stock-damage and out-of-stock justifications. Monitor SFCR impact and establish refund timelines to mitigate customer disputes.
For a multi-item order, sellers can split multiple items of the same Stock Keeping Unit (SKU) into different packages through item-level split shipping by providing separate shipping labels and tracking information.
If a product is no longer available due to out-of-stock reasons or unforeseen stock damage, sellers can cancel the partial order at the item level and fulfill the rest of the order (for example, shipping products of the same SKU from different warehouses) for "Awaiting Shipment" orders. However, these cancellations will negatively impact SFCR.
Customers are entitled to receive a full and prompt refund if the seller cancels the partially paid order.
No content was removed in this update.
Affects: Seller