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 1 Open the merchant console.

Step 2 Choose 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 1 Open the merchant console.

Step 2 Choose Orders.

Step 3 Choose 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 1 Open the merchant console.

Step 2 Choose Orders, then the download button.

Step 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. 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.

FAQ

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.

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 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.

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.