Summary
New policy permits item-level partial order cancellations for SKUs when out-of-stock or damaged, with refund requirement. Warns cancellations negatively impact seller Fault Cancellation Rate (SFCR).
Why it matters
Sellers gain operational flexibility to cancel unavailable items while fulfilling rest of multi-item orders, but must understand that partial cancellations damage SFCR metrics, affecting shop performance and eligibility. Refund obligations are mandatory.
Recommended action
Review partial cancellation workflow; assess current inventory handling procedures. Audit recent multi-item orders for SFCR impact. Document stock damage/out-of-stock triggers to justify cancellations and minimize rating penalties.
For a multi-item order, sellers can split multiple items of the same Stock Keeping Unit (SKU) into different packages using item-level split shipping. A SKU is a unique code for each product. To do this, they must provide separate shipping labels and tracking information.
If a product is no longer available (for example, it is out-of-stock or has unforeseen stock damage), sellers can cancel that part of the order at the item level. They can then fulfill the rest of the order (for example, by shipping products of the same SKU from different warehouses) for "Awaiting Shipment" orders. However, these cancellations may 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
