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Are buyer-requested cancellations counted as part of seller cancellation rate?

Operational SLAs

Are buyer-requested cancellations counted as part of seller cancellation rate?

Last updated on 21 Oct, 2025

No, buyer requested cancellations should be mapped using the Buyer Cancellation reason code.  If done properly, these cancellations will not be counted towards your overall cancellation rate, which only looks at seller-initiated cancellation rates. 

Rithum clients should be sending buyer cancellations as: Accidental Purchase or Buyer Cancelled

DSCO clients should be sending buyer cancellations as: Cancelled at Retailers Request (CXSC)

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