You are selling on Rakuten and would like to cancel an order? Follow the guide!
If you are a Rakuten customer and would like to withdraw from your purchase, click here.
If you have validated an order but ultimately do not have sufficient stock or are unable to ship the product, it is important to cancel the sale as soon as possible to minimize the impact on customer satisfaction.
This satisfaction is our priority and is a key factor in your Merchant Quality Score (MQS). It is therefore better to reject a sale than to cancel it afterward, especially since your cancellation rate would be negatively impacted.
If you have not yet validated the order and the item is out of stock, you must decline the sale.
- You can cancel it directly from the email notifying you of the order by clicking on “Click here if the item is no longer available.“
- Otherwise, go to your account in the “All orders” section and select the relevant sale.
- Then, click on the link “Click here if the item is no longer available.“
If you have accepted a sale that you cannot fulfill, you can cancel it by following the steps below:
- Go to the “All orders” section of your Rakuten account, then click on the item number concerned.
- Then, click on the link “Cancel the sale of this item,” and enter a reason for the cancellation for the buyer before confirming. We advise you to write a personalized message to the buyer in order to humanize your approach and minimize the impact on customer satisfaction.
Rakuten Customer Service will be automatically notified of your request and will proceed with the buyer’s refund. Your payment will also be canceled.
- By accepting the sale, you automatically trigger the debit of the buyer’s credit card. To avoid this inconvenience, keep your listings updated regularly by removing items you no longer have in stock or that may have been incorrectly listed. This will also prevent your cancellation rate from increasing if you find yourself forced to cancel a sale due to a stock error.
Cancellations initiated by you are taken into account in your statistics.
If you make too many cancellations, the team in charge of seller support will send you an email to alert you and provide advice on how to avoid further cancellations.
On the other hand, withdrawals requested by customers do not count toward your cancellation rate. In this case, it is very important to go through Customer Service before canceling your order to avoid paying commissions on the cancellations.
Keep your cancellation rate below 5% to optimize customer satisfaction and avoid a temporary suspension of your account.
