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Amazon Orders


Overview

With Sellercloud, you can update Amazon order information from a single platform. You can cancel, refund, and monitor the status of your Amazon orders.

Amazon Order Types

In addition to regular Amazon orders, there are several Amazon order subtypes:

  • Prime Orders
  • Business Orders
  • Business Orders Prime: A combination of Business orders offered with Prime Shipping.
  • Second_Day: Orders where 2nd Day shipping is selected.

When searching for orders, you can filter by subtype with the Order Sub Type custom filter:

  1. Go to Orders > Manage Orders.
  2. Click Add filter and select Order Sub Type.
  3. Set up the filters and click Search.

Checkout by Amazon Orders

Checkout By Amazon is a payment processing and order management service by Amazon you can use to process payments for your website order.

When a customer selects the Checkout by Amazon option to make a payment, they are redirected to the Checkout by Amazon site. An order is generated on the Checkout by Amazon site.

Some shopping carts, like Magento, create orders on their own website. Others, like ZenCart, rely on the order created by Checkout by Amazon and do not create the order on their websites. In this case, the orders must then be imported from Checkout by Amazon. For this, go to your Client Settings and enable Allow to Create Amazon Checkout Orders. To prevent duplication of orders from Magento or similar shopping carts that are processed through Checkout By Amazon, disable this client setting.

Amazon Custom Orders

Amazon Custom enables you to offer personalized items on Amazon. Sellercloud’s integration with Amazon Custom places the customization request in the order note, allowing you to easily fulfill the order to the customer’s specifications.

Learn more about that here.

Amazon Order Dates

The order date on Amazon orders is when the customer purchased the order, not when the order was completed. Amazon usually holds orders for a short time to verify the payment, and they will not include an order in the regular order reports until it is completed. In some rare instances, there might be multiple days between the order date and the date the order is reported on.

If you see an order that appears new and would like to see when it was first reported:

  1. Go to Settings.
  2. Select Companies > Manage Companies > select the company.
  3. Click Toolbox and select Amazon > Reports.
  4. Click on an order report and view the report to see if that Amazon order number was included.

Automate Order Download and Tracking Upload

Follow these steps to enable automatic order and tracking synchronization between Sellercloud and Amazon:

  1. Go to Settings > Companies > Manage Companies > select your company.
  2. Click Toolbox and select Amazon > General Settings.
  3. Click Edit.
  4. Under Controls, check Allow Order Download. Orders download approximately every 30 minutes.
  5. Check Allow Fulfillment Upload. Tracking and Ship Date details will be automatically sent to update the order status on Amazon in the next feed, which runs approximately every 30 minutes.
  6. Click Save.

Client Setting Enable Amazon Signature Confirmation Recommendation controls whether Sellercloud will take into account if Amazon recommends an order to be shipped with Signature Required. When enabled, such orders will automatically have Signature Confirmation checked in Shipbridge. When disabled, Sellercloud will ignore Amazon’s recommendation.

Cancel an Amazon Order

Orders can only be canceled before being marked as Ship Confirmed. Once an order is canceled, it will be prevented from going into ShipBridge for shipping. Even if the order is already on your ShipBridge grid, the order status will be checked automatically and will be prevented from shipping.

To cancel an Amazon order:

  1. Go to Orders > Manage Orders.
  2. Find and click the order.
  3. Click Actions and select Cancel Order.
  4. Enter a Cancel Reason. Optionally, you can also check:
    1. Zero Out Inventory
    2. Zero Out All Bins
    3. Do Not Send To Amazon
  5. Click Amazon Cancel Order.
Do not cancel the order through Seller Central. The cancellation status in Amazon will not be reflected in Sellercloud. This is because there is no report to pull from Amazon to update the order status.
When you select the cancel reason No Stock, Sellercloud will zero out the item inventory if Allow to zero out inventory when canceling Amazon order is enabled in your Client Settings.

Buyer Cancellations

Amazon buyers can not cancel orders by themselves. Instead, they can initiate cancellation requests.

Cancellation requests are viewable on Seller Central. You have up to 2 days to respond. After 2 days, the buyer can contact Amazon directly for a resolution.

As noted above, the order should be canceled in Sellercloud. If the order gets canceled and/or refunded by Amazon, the order will update in Sellercloud when the Amazon settlement for that order comes in. With Seller Fulfilled Prime orders, the buyer contacts Amazon directly for all customer service-related issues.

Read more about buyer-initiated order cancellations and how to manage them.

Refund Amazon Orders

If an item is being returned, you should create an RMA. You can issue a refund from the RMA. See Import Amazon RMAs for more information.

Follow these steps to refund an Amazon order:

  1. Access the Order detail page.
  2. Click Actions and select Issue Refund.
  3. Confirm the amount being refunded next to Total Refunded.
  4. Select a Reason for Refund.
  5. Click Amazon Refund.

Sellercloud submits this refund information via Amazon’s API and adjusts the payment status of the order. After processing the refund, Amazon refunds the commission. When the settlement report with this information is downloaded, this information will be updated in Sellercloud.

Line item refunds and partial refunds are allowed.

Amazon Replacement Orders

Sellercloud can automatically mark Amazon orders as replacements. For this to work, you need to configure the correct report directly on Seller Central:

  1. From the top panel of your Seller Central account, hover over Orders > Order Reports.
  2. Go to Add/Remove Order Report Columns and toggle the Replacement Order option to On.

Once the column is enabled, orders in Sellercloud will be handled accordingly. The change will apply only to newly created orders.

Overview

With Sellercloud, you can update Amazon order information from a single platform. You can cancel, refund, and monitor the status of your Amazon orders.

Amazon Order Types

In addition to regular Amazon orders, there are several Amazon order subtypes:

  • Prime Orders
  • Business Orders
  • Business Orders Prime: A combination of Business orders offered with Prime Shipping.
  • Second_Day: Orders where 2nd Day shipping is selected.

When searching for orders, you can filter by subtype with the Order SubType advanced filter. On the Manage Orders page, select Advanced Search and locate the Order SubType dropdown (Show me where!).

Amazon Custom Orders

Amazon Custom enables you to offer personalized items on Amazon.com. Sellercloud’s integration with Amazon Custom will place the customization request in the order note, allowing you to easily fulfill the order to the customer’s specifications.

Learn more about that here.

Check out these other articles on orders in Sellercloud:

Amazon Order Dates

The order date on Amazon orders is when the customer purchased the order, not when the order was completed. Amazon usually holds orders for a short time to verify the payment, and they will not include an order in the regular order reports until it is completed. In some rare instances, there might be multiple days between the order date and the date the order is reported on.

If you see an order that appears new and would like to see when it was first reported, go to Settings > Company Settings > click the company > Reports > select an order report run the day before and view the report to see if that Amazon order number was included.

Automate Amazon Order Download and Tracking Upload

These settings are configurable per company.

Orders download approximately every 30 minutes when enabling Allow Order Download. Tracking and Ship Date will be automatically sent to update the order status on Amazon in the next feed, which runs approximately every 30 minutes when enabling Allow Fulfillment Upload.

  1. Navigate to the Amazon Settings page.
  2. Check Allow Order Download.
  3. Check Allow Fulfillment Upload.

Cancel an Order

Orders can only be canceled before it has been marked as Ship Confirmed. Once an order is canceled, it will be prevented from going into ShipBridge for shipping. Even if the order is already on your ShipBridge grid, the order status will be checked automatically and will be prevented from shipping.

  1. Select Cancel Order on the action menu of the Order Detail page.
  2. That will take you to a page where you can confirm the cancellation and notify Amazon. A cancellation reason is required.
  3. Allow to zero out inventory when canceling Amazon order in Client Settings will zero out the inventory of the item when the cancel reason No Stock is selected.

Warning: Do not cancel the order through Seller Central. The cancellation status in Amazon will not be reflected in Sellercloud (as there is no report to pull from Amazon to update the order status).

Buyer Cancellations

Amazon buyers can initiate a cancellation request; they can not cancel an order by themselves. The cancellation request will be viewable on Seller Central. You will have up to 2 days to respond. After 2 days, the buyer may contact Amazon directly for a resolution. As noted above, the order should be canceled in Sellercloud. If the order gets canceled and/or refunded by Amazon, the order will update in Sellercloud when the Amazon Settlement for that order comes in. With Seller Fulfilled Prime orders, the buyer contacts Amazon directly for all customer service-related issues.

Read more about buyer-initiated order cancellations and how to manage them.

Note: You can also refund Amazon orders in Sellercloud.

Batch Refund and Cancellation Requests Together

You can always add Amazon refund and cancellation requests to a batch that is pushed together in a single document.

This feature is also useful for preventing throttling, which can happen when you refund or cancel numerous Amazon orders one at a time. Throttling can also happen when pushing individual item information. Learn how to post/update products in bulk to avoid this.

  1. In Client Settings > Check Queue Amazon Order Refunds. This adds the action Amazon Order Refund Queue under the Orders tab. All cancellation and refund requests are sent here, where you can see all refund/cancellation requests not yet sent to Amazon.
  2. Choose a Queue Type value to see refund or cancellation requests.
  3. You can select all or specific cancellations/refunds and process them from the Action Menu’s Process Refund or Process Cancellation options. All selected requests will be sent in a single file to Amazon.

Note: There is a limit of 15 requests that can be processed in a single batch.

Amazon Replacement Orders

Sellercloud can automatically mark Amazon orders as replacements. For this to work, you need to configure the correct report directly on Seller Central:

  1. From the top panel of your Seller Central account, hover over Orders > Order Reports.
  2. Go to Add/Remove Order Report Columns and toggle the Replacement Order option to On.

Once the column is enabled, orders in Sellercloud will be handled accordingly. The change will apply only to newly created orders.

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