Visit this help page and learn more about the process of fulfilling an order.
After a buyer initiates an order, the sale stays in pending status if the payment method is not verified, or payment is not completed if the convenience store payment method is selected.
You should only dispatch orders that you can verify in Manage Orders. Do not dispatch orders if in pending status, even if the buyer requests to do so. All orders listed as ‘Unshipped’ in your seller account can and should be dispatched promptly in accordance with Amazon policies. For more information about pending orders, visit this help page.
We encourage you to check Manage Orders in your seller account regularly to ensure you are aware of all incoming orders. Locate the order using the buyer's email address or order number and see if the order is valid. If the order is in the pending status due to unsettled payment, your orders report will display accordingly.
The buyer could also be confused with an order from other seller at Amazon. Check Manage Orders in your seller account to ensure this order is not yours, and refer the buyer to the Amazon Customer Service.
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 feedback for the transaction.
The details of an order can be viewed in Manage Orders in your seller account or by downloading the Order report. However, if the order includes multiple items, the details of other items will not be shown on the same Order detail page. Tell the buyer to contact Amazon Customer Service for more information.
Payment details are sent to buyers from Amazon, not from sellers. Tell the buyer to contact Amazon Customer Service.
For a buyer who needs to know the Payment ID to make payment at a convenience store, refer the buyer to Help & Customer Service page.
Merchants are unable to check the Amazon points usage situation of buyers. If a buyer would like to check the payment status and details of their Amazon points, please direct them to the Help & Customer Service page.
Sellers are not authorized to change order information. Tell the buyer to access Your Account and edit order information within 5 minutes after checking out. After 5 minutes have passed, changes cannot be made and the buyer needs to cancel the order to place a new order with correct information.
* There is a case when it takes more than 5 minutes. This 5 minutes’ rule applies to merchant-fulfilled orders only.
Multiple orders can be combined if the shipping address is the same, but you still have to treat each order individually. Send the shipping confirmation email for each order, and refund the buyer for the amount saved due to combined shipment. See this help topic for more details on refund.
Receipts are issued by Amazon on your behalf. Tell the buyer to go to Your Account where the order details and printable receipts are available. For items sold by an Amazon Marketplace seller, the seller's name will be printed as the receipt issuer. Refer the buyer to Help & Customer Service page for more details.
Request the buyer to cancel the entire order and make a new order for available items only. Alternatively, inform the buyer that some items are unavailable and you will dispatch only what you can, with the buyer's consent. You will still send a shipping confirmation email to the buyer for the entire order, but start refund process for the items that were not sent.
On the Manage Orders page, click the buyer's name under Order Details to go to the Contact Customer form. Sellers can communicate with the buyer using this form, via email (using an encrypted address provided by Amazon), or by telephone. The contact information you need can be retrieved from the order reports. You can also click Messages tab located on the upper right on your seller account to review your communication between yourself and your buyers on the Buyer-Seller Message page.
If your email attempts don't elicit a response from the buyer, set a deadline and inform the buyer that the order will be cancelled if you don't hear back by a certain date.