Summary
Appeal categories consolidated: "Address undeliverable" folded into "Customer-related issues"; "Warehouse Disruptions" renamed to "Logistics Service Provider Liability" with force majeure definition added. Substance unchanged; appeal appeal criteria preserved.
Why it matters
Sellers filing SFCR appeals must map their cancellations to renamed categories. Consolidation may obscure address-specific appeals. Clearer force majeure language helps sellers understand when logistics delays qualify. Terminology misalignment risks appeal rejection.
Recommended action
Audit existing appeals and re-file under new category names if rejected. Document cancellation root causes (customer info issues vs. address issues) to match new "Customer-related issues" bucket. Review appeal records for alignment with "Logistics Service Provider Liability" language.
Customer-related issues: Customer-related issues delayed the order dispatch. Issues include invalid customer information, or customer requests to cancel the order.
Logistics Service Provider Liability:
Warehouse operations were disrupted by local force majeure events (e.g., natural disasters, labor disputes). As a result, tracking information was not updated before the auto-cancellation cut-off, and the order was cancelled.
Customer-requested cancellation: The order cancellation request was initiated by the customer. The customer either requested the cancellation by themselves or was unable to cancel it from their end.
Address is marked undeliverable by the carrier: The order cancellation was required because the customer provided an undeliverable address.
Warehouse Disruptions:
The order cancellation was due to the US local fulfillment warehouse stopping service due to unexpected reasons, such as natural disasters or labor strikes, that caused the order tracking information to fail to be updated before the auto-cancellation SLA cut-off.
Affects: Seller