So this has happened a couple of times recently. We get a cancellation request from a customer, but the order has already shipped. It can take 30 min or so for our software system to upload that info to Amazon, so the buyer isn't aware. The email from Amazon is:

"Hello,

You have received an order cancellation request from a buyer. If you haven’t confirmed the shipment for this order, you may cancel it in Seller Central without impacting your cancellation rate.

To cancel this order, click on the order ID below to be redirected to the Order Details page. On the Order Details page, select the reason for cancellation as Buyer Cancelled, and cancel the order.

Buyer Cancellation Request for Order ID: [REMOVED ORDER ID].

If you have already shipped the order, the above link will not work. Please contact the buyer and advise them to either refuse the shipment or initiate a return.

To learn about other ways to cancel the order without impacting your cancellation rate, see Order cancellations.

The Amazon Marketplace team"

Here's the issue: If an order is shipped, we CANNOT contact the customer via Amazon for anything other than providing a refund! Obviously this isn't the appropriate email, and we cannot alter it. So... the buyer gets ZERO communication and likely will be upset, leave bad FB, return it under false reasons making us pay again... etc. Especially without us being at least able to let them know. Can we get some mods help on this? It needs to be remedied where sellers are able to contact customers in this case, as requested by Amazon!