• Orders

  • Learn more about orders

    While Buy with Prime takes care of most order management tasks automatically, such as fulfilling orders or handling returns, the Orders page (Orders and Order Details) in the merchant console can still help you track, refund, and manage orders.

    Your customers can manage their orders from the Orders page in their Amazon account or email to track the status of their order, initiate contact with you, or request a return.

  • Manage orders

    To access orders for merchants:

    Step 1Open the merchant console.

    Step 2Choose Orders.

    The default view for orders will display Past 30 days sorted by order date. To see all orders, choose Show all orders. Columns of data displayed are order ID, order date, items, item status, payment status, amount, and actions.

    Find a specific order:

    To find a specific order, use the search bar to search by Order Identification (ID), Return Merchandise Authorization (RMA ID), or Tracking ID. Partial matches are supported. To identify a subset of orders matching specific criteria, use the filters. Orders can be filtered by two filter categories: item status and/or payment status.

    Step 1Open the merchant console.

    Step 2Choose Orders.

    Step 3Choose the Order ID link or Action icon then View Order Details.

    Available customer information can be found on this page, along with shipment tracking, payment, and refund (if applicable) details.

    Access order information:

    The Owner and Admin roles can download their order information from the Orders tab in the merchant console. To download the order information:

    Step 1Open the merchant console.

    Step 2Choose Orders, then the download button.

    Step 3Select the date range for the export, then choose Request File.

    After the order information is ready, you will receive an email with a link for the download. The CSV file is automatically downloaded to your web browser's default download location, if no other location is chosen. Note: The CSV file is only accessible from the emailed link for five days.

    Depending on the file size, it can take between a few seconds and as long as four hours to create the orders CSV file, and send the email notification.

    Other actions:

    Contact customer: Allows you to send an order-specific email with a customizable note to the customer. You shouldn’t include any promotional information in this email to the customer.

    View invoice: Allows you to see an invoice for an order.

    Refund: Allows you to issue a refund. To learn more, go to Refunds.

  • Order management FAQ

    Get answers to common questions about order management.

    • To track and manage your orders, go to the merchant console orders page. To learn more, go to Shipment tracking.

    • You can decide if you will accept cancellations for orders from your site, and we recommend publishing your cancellation policy on your site. Customers will need to contact you directly for any cancellation requests for Buy with Prime orders. You can verify in your Seller Central account if fulfillment of the order can still be canceled. A refund and refund notification email will automatically be issued to the customer for orders that you cancel through Seller Central.  

    • You receive an email notification for every new Buy with Prime order received through your ecommerce site. 

    • You can't customize the customer-facing order details page. If you've uploaded a logo to the merchant console, then the logo will appear on all shopper email notifications.

       

    • Item status values:

      • Order placed
      • Unfulfilled
      • Preparing to ship
      • Unable to fulfill
      • Shipped
      • In transit
      • Out for delivery
      • Delivered
      • Unable to deliver
      • Return started
      • Returning
      • Returned
      • Return failed

    • Payment status values:

      • Payment processing
      • Paid
      • Refund processing
      • Refunded
      • Refund failed

    • For Buy with Prime, the order process is mostly managed automatically from the time customers place orders through fulfillment and returns, if requested. However, if an automated refund fails during a return, you’ll need to manually issue a refund for that order. To find if any of these failed refund orders exist, filter your orders on refund failed under the category payment status. You can issue a refund via the Action icon.

       

    • If you select two or more values within a filter category, they’re processed as “or” logic in identifying search results. If you select values in multiple filter categories, they’re processed as “and” logic in identifying search results. If no value is selected in a filter category, items with any value in that filter category will appear in the search results.

    • If fulfillment of the order was canceled by Amazon due to inability to fulfill, you’ll receive an email notification about the status. On the orders page, the status will be ‘Unable to fulfill’ and the payment status will be ‘Refunded.’ If you canceled fulfillment of an order through Seller Central, the item status will be ‘Unfulfilled,’ and the payment status will be ‘Refunded’ on the orders page.

    • Order archiving isn't supported.

      1. Open the merchant console.
      2. Choose Orders, then the download button.
      3. Select the date range for the export, then choose Request File.

      After the order information is ready, you will receive an email with a link for the download. Note: The CSV file is only accessible from the emailed link for five days.

    • Yes. Seller Central now displays Buy with Prime Order IDs for all Buy with Prime orders on the Manage Order page. So, you can easily assist your customers with their order and fulfillment inquiries, such as requests to check their order status or to cancel an order.

    • The following customer information is shared with merchants:

      1. Buy with Prime Order ID #
      2. Order date
      3. Payment breakdown
      4. Customer name
      5. Delivery address
      6. Item purchased

    • The following merchant information is shared with customers:

      1. Merchant information (name, website)
      2. Merchant Order ID #
      3. Payment ID
      4. Amount
      5. Payment Method
      6. Order Date

    •  

      Yes. They can see a Buy with Prime Orders tab (next to the Your Orders tab) in their Amazon account. In the Buy with Prime order history page, customers can track and cancel orders, initiate returns, and contact customer support.

       

       

    • Customers will see their Buy with Prime order status on the Buy with Prime Orders tab soon after they place the order.

    • Yes, you can opt out of this feature. If you opt out, your customers will not be able to track or manage their Buy with Prime orders from their Amazon accounts. Instead, they may only see basic details related to those orders such as the order date, order number and your store name in the Buy with Prime Orders tab in their Amazon account. They can still manage their Buy with Prime orders through their order confirmation email. You can always opt back in by contacting Buy with Prime merchant support.

    For more information, go to FAQ library.

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