Summary
New mandatory delay notice requirement: sellers must notify customers within 30 days if unable to ship, providing revised date or reason + automatic order cancellation/refund if customer doesn't consent to renewed delay.
Why it matters
Sellers must implement new operational processes: issuing delay notices, tracking customer consent, and executing automatic refunds. Non-compliance risks order cancellations, negative NBFR impact on Shop Performance Score, and reduced visibility.
Recommended action
Audit fulfillment timelines, build delay notice workflow (email/SMS templates), configure auto-cancellation/refund triggers, and train ops teams on 30-day/renewed delay notice requirements.
Where sellers are unable to ship within the stated timeframe (or within 30 days), sellers must seek the customer's consent to the delay through a delay notice.
The notice must include: A revised shipment date (or statement that you are unable to provide a revised date); If no revised date can be provided, a statement including the reason for the delay and that the customer has the right to cancel at any time until shipment occurs if they consent to the delay; and A statement notifying customers they may cancel the order and obtain a full refund if they choose not to wait (and provide means for the customer to cancel at the sellers' expense).
A revised shipment date (or statement that you are unable to provide a revised date);
If no revised date can be provided, a statement including the reason for the delay and that the customer has the right to cancel at any time until shipment occurs if they consent to the delay; and
A statement notifying customers they may cancel the order and obtain a full refund if they choose not to wait (and provide means for the customer to cancel at the sellers' expense).
If sellers are unable to ship after the first delay notice, sellers must seek consent for further delay (“Renewed Delay Notice”).
The renewed delay notice must include: A new revised shipment date (or statement that you are unable to provide a revised date); If no revised date can be provided, a statement including the reason for the delay and that the customer has the right to cancel at any time until shipment occurs if they consent to the delay; and A statement notifying the customer they may cancel the order and obtain a full refund if they choose not to wait (and provide means for the customer to cancel at the sellers' expense, for example, website, toll-free number, prepaid postage reply card); and A statement that unless notice is received that the customer consents to the delay and agrees to wait (and shipment has not yet occurred), the customer’s order will automatically be canceled and refunded.
A new revised shipment date (or statement that you are unable to provide a revised date);
A statement notifying the customer they may cancel the order and obtain a full refund if they choose not to wait (and provide means for the customer to cancel at the sellers' expense, for example, website, toll-free number, prepaid postage reply card); and
A statement that unless notice is received that the customer consents to the delay and agrees to wait (and shipment has not yet occurred), the customer’s order will automatically be canceled and refunded.
No content was removed in this update.
Affects: Seller