Amazon Orders

Click here for information on Amazon orders in Sellercloud’s original interface.
Understanding Amazon order types
In Sellercloud, you can update order information for Amazon from a single platform. Here, you can cancel, refund, and monitor the status of your Amazon orders. In addition to regular Amazon orders, there are several order subtypes from Amazon.

  1. Prime Orders
  2. Business Orders
  3. Business Orders Prime: Combination of Business orders offered with Prime Shipping.
  4. Second_Day— Orders where 2nd Day shipping is selected.
Orders can be filtered using the Order Sub Type filter.

Managing 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 right on the order note, allowing you to easily fulfill the order to the customer’s specifications.
Install a specialized Post Order Plugin that will retrieve the customers specifications and place them in the order note. Contact Sellercloud Support for assistance. Aside from adding the plugin, nothing else needs to be done.
Check out these other articles on orders in Sellercloud:

Understanding Amazon order dates
The order date on an Amazon order is the time the customer purchased the order— not the time the order was completed. Amazon usually holds orders for a short time to verify 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 want to see when it was first reported on, you can go to:

  • Settings > Company Settings > Company > Reports > Select an order report run the day before and view the report to see if that Amazon order number was included.

Automating Amazon order download and tracking upload
These settings are per-company based. 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 Amazon Settings page.
  2. Check Allow Order Download.
  3. Check Allow Fulfillment Upload.

Cancelling an order
Orders can only be canceled before it has been marked as Ship Confirmed. Once an order is cancelled, 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 cancelling 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 order status).
Understanding 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 cancelled 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.

Note: You can also refund Amazon orders in Sellercloud.
Batching 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.


Understanding Amazon order types

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

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

  1. Prime Orders
  2. Business Orders
  3. Business Orders Prime: Combination of Business orders offered with Prime Shipping.
  4. Second_Day: Orders where 2nd Day shipping is selected.

Orders can be filtered using the Order Sub Type filter in your Catalog.

  • Manage Catalog > Add Filters > Search for Order Sub Type.

Amazon Checkout orders

Checkout By Amazon  is a payment processing and order management service by Amazon that can be used 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 to make the payment. An order is generated on the Checkout by Amazon site.

Some shopping carts, like Magento, create the 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. The orders must then be imported from Checkout by Amazon, so enable Allow to Create Amazon Checkout Orders in the Client Settings. To prevent duplication of orders from Magento, or similar shopping carts, that are processed through Checkout By Amazon, the client setting should be disabled.


Managing 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 right on the order note, allowing you to easily fulfill the order to the customer’s specifications.

You can have a specialized Post Order Plugin installed that will retrieve the customers specifications and place them in the order note. Contact Sellercloud Support for assistance.

Understanding Amazon order dates

The order date on an Amazon order is the time the customer purchased the order— not the time the order was completed. Amazon usually holds orders for a short time to verify 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 want to see when it was first reported on, use:

  • Settings > Companies > Manage Companies > Select your company > Toolbox > Amazon > Reports
  • Click on an order report and view the report to see if that Amazon order number was included

Automating Amazon order download and tracking upload

  1. Access Settings > Companies > Manage Companies > Select your company.
  2. Select Toolbox > Amazon > General Settings.
  3. Go to Controls. Check the box for Allow Order Download. Orders download approximately every 30 minutes.
    sellercloud amazon general settings controls allow order download
  4. Check the box for Allow Fulfillment Upload. 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.
    sellercloud amazon general settings allow fulfillment upload
  5. Save.

Cancelling an Amazon order

Orders can only be canceled before it has been marked as Ship Confirmed. Once an order is cancelled, 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. Access Orders > Manage Orders > Select your order.
  2. Select Actions > Cancel Order.
  3. That will take you to a page where you can confirm the cancellation and notify Amazon. A cancellation reason is required. You can choose to zero out your inventory, as well.
    sellercloud order details page amazon cancel order
Allow to zero out inventory when cancelling Amazon order in the Client Settings will zero out the inventory of the item when the cancel reason No Stock is selected.
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 order status).

Understanding 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 cancelled 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.


Refunding Amazon orders

If the item is being returned, you should create an RMA. Refunds can be issued from the RMA. Read more here.

  1. Access the Order detail page > Actions > Issue Refund.
  2. Confirm the amount being refunded > Select a Refund reason > Finish.
    sellercloud amazon order refund function

Sellercloud submits this refund information via Amazon’s API and also adjusts the payment status of the order. After the refund has been processed, Amazon will refund the commission. This information will be updated in Sellercloud at the time the settlement report with that information is downloaded.

Line item refunds and partial refunds are allowed.

 

 

 

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