Follow-Up: Common Reasons for Canceled Emails

When using the Follow-Up tool, you may sometimes see an email marked with a “Canceled” status. This happens because of Amazon’s rules, customer preferences, or your own automation settings.
This article explains the most common cancellation reasons, how to identify them, and steps you can take to prevent them.

Issue Symptoms

• Email status shows as “Canceled” in the Follow-Up dashboard.
• Hovering over the status icon displays a tooltip with the cancellation reason.

Troubleshooting & Fixes

Review Request Not Allowed

Why it happens: Amazon enforces strict rules for review requests. If these are not followed, the email is canceled.

Common causes:

• Another automation tool has already sent a review request
• Request scheduled outside Amazon’s 5–30 day delivery window
• Amazon sent its own proactive request

How to fix/prevent:

• Use only one automation tool for review requests
• If Amazon has already sent a request, no further action is required

Canceled Order

Why it happens: If Amazon or the buyer cancels the order, Follow-Up automatically cancels related emails.

How to fix/prevent:

• No prevention needed. Canceled orders cannot receive review request emails.

Canceled by User

Why it happens: Emails may be canceled due to your own changes.

Common causes:

• Manual cancellation of an email
• Turning off, deleting, or modifying an automation

How to fix/prevent:

• Review automation rules carefully before editing
• Expect that queued emails under the old rules will be canceled

Incorrect Language Detected

Why it happens: Amazon requires all emails to match the buyer’s preferred marketplace language.

Common causes:

• The buyer selected a different language in their account
• Template tagged incorrectly (e.g., Spanish tagged as English)

How to fix/prevent:

• Create templates for each supported language
• Double-check language tags before saving templates

Learn more: How Does Follow-Up Comply with Amazon’s Language of Preference?

Blacklisted

Why it happens: Emails are canceled if the order or buyer is blocked.

Common causes:

• Buyer blacklisted in Follow-Up settings
• Order refunded

How to fix/prevent:

• Review blacklist settings if cancellations seem unexpected

Note: Refunded orders cannot receive emails

No Quota Available

Why it happens: You’ve reached your plan’s email sending limit.

Common causes:

• Monthly email quota reached
• Lifetime credits used up (on free or lower-tier plans)

How to fix/prevent:

• Monitor quota in your account dashboard
• Upgrade your subscription or purchase an Add-On Plan