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Fulfillment, Returns and Refunds FAQ
How do I know if I've been paid for an order?
After you confirm the shipment we transfer the money from the completed order, minus the fees and commission, into your Payments account. To confirm payment for orders through your Seller Account, click "View your orders." You will see the order listed with a status of "Shipped." (See our Order Timeline for more information about processing states.) When we send you a "Sold, ship now" e-mail, the payment method for the order has been authorized and shipping information will appear online. To see how much you've collected from buyers after you confirm shipment, click "View your payments account" at any time. The Account Summary provides details of all payments received.
Where can I find the shipping address for my buyer?
On the Seller Account page, under the Manage Your Orders heading, click the "View your orders" link. From the Manage Orders page locate the order and click the Order ID number to access the order details. These include the buyer's shipping address.
You can print a packing slip from the Order Details page by clicking the "Print packing slip" button. This button is also accessible in the "Action" column of the Manage Orders page.
What should I do if a buyer wants to cancel an order?
If contacted by a buyer who wants to cancel the order and you have not shipped the item, you can just cancel the order in Manage Orders. If you have already shipped the item, you can have the buyer return the item to you, and then you can issue a refund. If you had not yet confirmed the shipment, you would cancel the order instead, since the buyer has not yet been charged.
Can I refuse to accept returns?
No, all Amazon.com sellers must accept returns as a part of doing business. Learn more about handling returns and refunds.
What should I do if a buyer wants to return an item?
You should work with the buyer to arrange for the return of the item they ordered, and issue a refund when you receive the return. You may choose to issue a concession to the buyer for return shipping. Upon receipt of the item, you can issue a full or partial refund. Learn more about handling returns, including return timelines, exceptions for Software and Electronics, and guidelines for assessing restocking fees.
What should I do if a buyer tells me the address is wrong?
You must only ship to the address that appears on the Order Details page. If a buyer contacts you before you ship an item, you should refund the order, relist the item, and have them repurchase it. Please note that if an item is shipped to an address different than the one given to the seller, the Amazon A-to-z Guarantee does not apply. Sellers may be responsible for any claim that may be filed.
What shipping method should I use for expedited or standard shipping?
You can choose whatever shipping method you want, as long as the order arrives within the shipping expectations provided to the buyer. Delivery expectations for orders with standard, expedited, and international shipping are listed on the Shipping Rates and Services page.
What should I do if I sell an item and it is purchased again?
Sellers must keep their inventory up-to-date at all times; however, you will occasionally run into a situation in which an item is out of stock. If this occurs, refund the buyer immediately. You may include a memo to your buyer when initiating the refund to let the buyer know what happened. Learn more about refunds.
What does it mean when a sale is pending?
After a buyer initiates an order, we attempt to authorize their payment method. During this time the sale is in pending status. Most items are only in pending status for a short period of time, usually minutes. Pending orders are not in a shippable status, and should not be shipped, even if the customer contacts you directly. Pending orders will not have confirm and cancel buttons in Manage Orders, and they will not appear in either the Order Report or the Unshipped Orders Report.
Can I wait until the money is in my checking account before I ship the item?
You must ship the item within two business days after the sale. After you confirm the shipment, we transfer the money from the completed order, minus the fees and commission, into your Payments account. You cannot wait until the money is in your checking account.Amazon assumes the risk of buyer non-payment for every order in your Unshipped Orders Reports or that has confirm and cancel buttons in Manage Orders. Of course there may be circumstances where payment may later need to be refunded, for example when the buyer does not receive the order, or it is not as described.
What should I do if a package is returned to me as undeliverable?
If your shipper returns a package to you as undeliverable, please check the address on the package against the address on the Order Details. If these addresses match and you have recorded the address correctly, refund the buyer and note the reason when you create the refund. You may deduct the initial shipping costs from the total refund to the buyer. Learn more about refunds.
Do I have to refund a buyer if I shipped an item but they claim that it didn't arrive?
Many sellers will issue a refund as a cost of doing business if this occurs. It is up to individual sellers to issue refunds for lost shipments.
What happens when a buyer files an A-to-z Guarantee claim against me?
When a buyer files a guarantee claim against you, we will send you an e-mail asking that you provide us with the date the item was shipped. You must reply to this e-mail with the information requested. We keep track of the number of guarantee claims against a seller; if the number of claims becomes large, we may terminate the seller's account.
I sell baby products. Do I need to adhere to Amazon's return policy for these products?
For baby products, if you fulfill your own orders, you are expected to accept returns in accordance with the return policies posted on your Amazon.com Returns tab at the time of the applicable order. If you use Fulfillment by Amazon (FBA) to fulfill your orders for baby products, returns will be processed in accordance with Amazon's return policy for baby products. Learn more.
Please use the e-mail address associated with your Amazon.com Seller account.
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