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Manage Orders FAQ

Handling Orders

Manage Orders Tools

A buyer has contacted me about an order but I never got a "Sold, ship now” email from Amazon. What should I do?

We encourage you to check Manage Orders in your seller account regularly to ensure you are aware of all incoming orders. Do not rely on the "Sold, Ship Now" email notification alone to identify shippable orders. You also can check for shippable orders using the Unshipped Orders report.

You should only ship orders that you can verify in Manage Orders. All orders listed as "Unshipped" in your seller account can and should be shipped promptly in accordance with Amazon policies.

Note: If you do not confirm shipment of an order within 30 days of the order date, we will automatically cancel the order and will not charge the buyer, even if you already shipped the order.

A buyer contacted me with their shipping address but the order isn't in my account. What should I do?

If the order does not appear in Manage Orders with a status of "Unshipped," you should not ship the item. You should only ship orders that you can verify through your online account, and you must use the shipping address provided by Amazon.com. You will not find buyer shipping or contact information for pending and cancelled orders in your account. (See the Order Timeline for more details).

Amazon.com will not provide you with buyer shipping addresses via e-mail. If you receive an e-mail message that appears to be a shipping notification from Amazon.com that does not match order information in your account, please consult our page on Identifying Spoof E-mails.

My item was sold to two buyers! What happened - and what should I do?

We ask that sellers monitor their completed and pending orders and keep their listings updated to reflect real-time inventory. However, there are instances when inventory management issues may lead to multiple sales for a single item. To understand how this may happen, take a look at your orders to see if the Listing IDs are the same.

If the Listing IDs are different: Duplicate listings with different Listing ID numbers were not created by Amazon.com. The most common error that leads to duplicate listings happens when a seller clicks the final "Submit" button multiple times when creating a listing; this may be related to ISP difficulties. It's also possible that the same item was listed or relisted multiple times.

If the Listing IDs are the same: The listing was available with a quantity of two, which is why two buyers were able to submit payment for the same listing. While you may not have initially created the listing with a quantity of two, you may have edited the listing when a sale was pending for the item.

For example, when a buyer initiates a purchase for a single-quantity listing but payment is not immediately successful, the listing may still appear in the "open" section of the "View your current inventory" area with a quantity available of "0" while payment is pending for the order. If the listing is then edited, this will add a quantity of "1" and bring the total quantity available for purchase to two. At that point, two buyers could submit purchases for the listing in two different orders.

If you have only one item available, you will need to tell the second buyer that the item is unavailable, and then cancel the order you are unable to fulfill.

A buyer wants to cancel an item they ordered. What should I do?

You can use the Manage Orders tool to cancel any order that has not yet shipped. After you cancel an order, Amazon.com will send an order cancellation via e-mail to the customer.

To cancel an order using Manage Orders, follow these steps:

  1. Click the Orders tab, select Manage Orders.
  2. In your order list, for the order you want to cancel, click Cancel Order in the Actions column.

You can also cancel an order from the Order Details page

  1. Click the Order ID link in the "Order Details" column.
  2. Click Cancel order button.
  3. Select a reason code and click Cancel Order.

Cancelling Multiple Orders at One Time

You can also batch cancel multiple orders in the following ways:

  • Uploading an Order Cancellation file. See Cancelling Multiple Orders.
  • Sending an Order Acknowledgment Feed with a status of "Failed."

Note We expect sellers to maintain accurate inventory levels. Failure to adjust your inventory in a timely manner can lead to excessive pre-fulfillment order cancellations. For information on how we factor cancelled orders into your overall performance, see Customer Metrics.

Partial Refunds

Occasionally you may need to cancel and refund part of a multi-item order. Sellers who manage their orders using feeds can do this by submitting an Order Adjustment Feed.

To cancel or refund part of a multi-item order, follow these steps:

  1. Confirm and ship all the items that you can fulfill.
  2. Submit a refund for the units that you cannot fulfill by using an Order Adjustment Feed and providing the following information:
  • Quantity Cancelled: The quantity that cannot be fulfilled.
  • Adjustment Reason: The refund code. Select either "NoInventory" or "CustomerCancel."

I mistakenly cancelled an order. What should I do?

An order can only be cancelled if the shipment has not yet been confirmed. If the buyer still wants the item, please ask them to place a new order.

A buyer wants to return an item they ordered. What should I do?

All Amazon Marketplace sellers are required to accept returns. 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. Learn more about handling returns, including the standard return window and exceptions based on the merchandise ordered. In cases where you are responsible for the return, you may issue a concession to the buyer for return shipping costs.

A buyer contacted me saying they did not receive their order. What should I do?

Work with the buyer to reach a mutually agreeable solution in regard to this transaction. How you decide to proceed is ultimately determined by you and your customer service policy, but all sellers are expected to demonstrate a high level of customer service.

Below are some ways you can handle this situation. Please note that regardless of the option you choose,the buyer may still leave you feedback for the transaction.

  • Refund the buyer. Issuing a refund for a product that was not received is usually the most customer-friendly solution. If the order eventually arrives after you've made a refund, Amazon Payments can recharge the customer with their authorization. Learn how to issue a refund.
  • Ask the buyer to wait a bit longer for their order to arrive. If you choose this option, please be aware that your buyer may file an A-to-z Guarantee claim. Learn more about the A-to-z Guarantee.
  • Ship or drop-ship a replacement order at your cost. While this may be a financial loss for your business, it is good customer service. If the buyer ultimately receives the lost item, you can work with them to facilitate a return.
  • Contact your shipping carrier: In some instances, if an order was lost in transit, you may be able to receive assistance from your shipping carrier. If you purchased package tracking or insurance, the carrier may be able to assist in locating the package or filing an insurance claim. If tracking information was not obtained, there still may be options available from your carrier to help locate the package.

Expert Tip: Using tracking information when shipping packages is highly recommended. The small cost of obtaining tracking can significantly reduce the chances of cost associated with a lost shipment. Tracking information on shipments is also your best protection as a seller in the event of an A to Z Guarantee Claim. For more information on how using tracking information can protect you in the event of an A to Z Guarantee Claim for item not received, please see the Fulfillment section of our Seller Best Practices Help page.

When will I get paid for my orders?

Your disbursement is based on a 14-day cycle from the time you register for a selling account. Every 14 days we will initiate a disbursement to your bank account. It normally takes 5 business days from the disbursement until the money is shown in your bank account.

Learn more about receiving payment through Amazon Payments.

Can I manage all aspects of my orders through Manage Your Orders?

Manage Your Orders provides you with a complete view into what the buyer has purchased and paid, and allows you to manage these transactions with the buyer. Your Payments account, then, will become your view into fees, reimbursements from Amazon, and net earnings from your transactions, so you'll want to continue to login to Payments to review your account with us.

How do I access Manage Your Orders?

You can access Manage Your Orders from the same page that you access other seller tools, your Seller Account page (www.amazon.com/seller-account). Under Manage Your Orders, you can click on links to "View your orders" and "Issue a refund for an order."

How do I find shipping information for a buyer?

Sellers have multiple options available for managing orders and obtaining shipping information for buyers:

  • The Manage Your Orders section of your Seller Account
    Locate individual orders to ship an item or refund the buyer.
  • Your Payments account transaction history
    In addition to accessing your transaction details, find how much money was earned per order or verify the completion of a refund.
  • Order reports (available to Pro Merchant subscribers)
    Receive order fulfillment information for multiple orders by running a single report.
  • The Event Notification Service (ENS)
    Use our programming interface to develop your own software applications to notify you of events in your account.

When an item is sold, we will notify you via a "Sold, ship now" e-mail. However, since e-mail can be subject to delivery problems that occur outside of Amazon.com's systems, we recommend that you also regularly check for new orders using one of the methods listed above.

Can I print a packing slip using Manage Your Orders?

Yes, you can print both a packing slip and an address label for each completed sale. We suggest that you cut off the address label, place the packing slip inside the package, tape the label to your package and then add your return address. The address label is not a pre-paid shipping label. You will need to purchase postage to ship the order.

If there are two or more items in a single order, can I refund for only one of them?

Yes, the Manage Your Orders tool will allow you to refund individual items in a multi-item order.

What is a pending order?

An order with a status of "Pending" in Manage Orders may indicate an issue with the buyer's payment method. Do not ship an order while in Pending status, even if the buyer contacts you directly. Pending orders will not have "Confirm shipment" or "Cancel order" buttons in the "Actions" column. Pending orders also will not appear in either your Order Report or your Unshipped Orders report.

Here are some of the most common reasons for orders being in Pending status:

  • Amazon Payments has been unable to obtain authorization for the buyer's credit card.
  • For an FBA order, the customer has qualified for free shipping and the order is waiting for all of the order items to be gathered. Payment will be processed once the order has shipped.
  • For an FBA order, the order is for multiple items, but one item is out of stock. FBA may choose to release or split the order. The order will still show Pending status even if part of the order has been shipped and the seller has been paid.

When an order is in Pending status, the Shipping Service, Buyer Name, and Buyer E-mail are not available on the Order Details page. The buyer information is available only after an order has been shipped. For information about finding orders in Pending status, see Search Orders. Once an order's status changes to Unshipped, the Confirm and/or Cancel buttons will appear in Manage Orders and the order will appear in both the Order Report and the Unshipped Orders report. Now you may ship the order and confirm it as shipped in Manage Orders or with a feed.

Note: Amazon assumes the risk of buyer non-payment for every order 1) in your Unshipped Orders Report; or 2) that displays the Confirm and Cancel buttons in Manage Orders. There may be occasions when payment needs to be refunded at a later date; for example, when a buyer does not receive their order or if an item is not as described on the product detail page.

Please see order timeline for more information.

Why is there a search option to include pending orders on my "View your orders" page?

It's important for sellers to respond to inquiries from buyers even when orders have not yet been completed. Buyers will often contact you rather than Amazon if they have a problem with their shipping address or if they're uncertain about the status of their order. Although you will not be able to take any action on pending orders, you can provide the buyer with information and options to help them complete the order. If you're not sure how to respond, consult our Help pages further or contact us at Amazon Services for advice.

Sellers also need to reconcile their inventory levels in relation to both pending and completed orders. When an order is pending, the quantity on the listing is decreased but the listing itself will continue to appear in the open area of the "View your current inventory" section. In some cases, this means that there will be a quantity of "0" for an "open" listing. We recognize that this may be confusing, especially to newer sellers. We want you to be able to match a "0" quantity listing to a pending order.

Why are there cancelled orders in my "View your orders" list?

Although no action is possible on cancelled orders, Amazon provides sellers with basic details about these orders so you will have a complete record of buying activity for your items and the ability to manage your sales and inventory levels effectively.

Cancelled orders are "completed" in the sense that the "pending" stage has been resolved. While some orders will be cancelled by a buyer before they enter the processing stage, other orders are cancelled by Amazon.com after hours or days of processing time. (See our Order Timeline.) You may have correspondence with a buyer up to the point that their order is cancelled. If the buyer has questions after their order is cancelled, please direct them to contact Amazon.com Customer Service.

Once an order is in "Unshipped" status, you must either ship the item and confirm the shipment, or cancel the order. Keep in mind that buyers can leave feedback for orders that have been cancelled by sellers.

Can I manage my inventory using Manage Your Orders?

No. You should use Manage Your Inventory on your seller account page to manage your listings, and Manage Your Orders to manage your sales.

Seller Support

Please use the e-mail address associated with your Amazon.com Seller account.