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This article applies to selling in: Germany

Manage Orders FAQ

What happens when a buyer places an order?

Read our Help page The Order process to learn more about what happens when an order is placed on Amazon.de.

How will I know when I have a sale?

The Manage Orders tool in Seller Central provides up-to-the minute views of orders. Once we have verified the buyer's payment method, you can see your orders, including shipping information, on the Manage Orders page. We recommend checking your seller account for new orders at least once a day. We will also send you a "Sold, ship now” e-mail notification. Pro Merchants can download Order Reports to view their sales.

A buyer has contacted me about an order but I never got a "Sold, ship now” e-mail from Amazon. What should I do?

E-mail is not always a reliable means of communication, so we encourage sellers to check their seller account regularly to ensure they are aware of all incoming orders. You should only ship orders that you can verify online in Seller Central or through reports. All orders listed as "Unshipped" in your seller account can and should be shipped.

Some of my orders are missing. What do I do?

Use the Manage Orders feature in Seller Central to search for the missing order. If the order appears in search results, make note of the purchase date and review your orders reports from that period. If the order is indeed missing from your orders reports or does not show up in search results, please contact us and reference the missing order number.

Why am I no longer receiving order notification e-mails?

As long as you have e-mail order notifications enabled in your Account Settings, Amazon will send you a notice every time a new order is placed. If you are no longer receiving these e-mails, you should make sure that:

  • E-mail order notifications are still enabled in your Account Settings.
  • You have received new orders since the e-mails stopped coming.
  • Any firewall or anti-spam software you have installed is not blocking these e-mails.

My item was sold to two buyers! What has happened and what should I do?

We ask that sellers monitor their completed and pending orders and keep their listings updated to reflect real-time inventory. However, there are instances when inventory management issues may lead to multiple sales of a single item. For example, when a buyer initiates a purchase for a single-quantity listing but payment is not immediately successful, the listing may still appear on Manage Inventory with a quantity of "0" while payment is pending. If the listing is then edited, this will add a quantity of "1" and bring the total quantity available for purchase to two. At that point, two buyers could submit purchases for the listing in two different orders. If you have only one item available, you will need to tell the second buyer that the item is unavailable, and then cancel the order you are unable to fulfill. In addition to updating the order status in the customer's Amazon.de account, we automatically send an e-mail message to notify the customer when you cancel an order. Keep in mind that buyers can leave feedback for orders that have been canceled by sellers.

I have an order that is "pending" – what does that mean?

Orders are listed as "Pending" while Amazon is trying to verify the payment method provided by the buyer. Pending orders will not include the buyer’s address for shipping or contact information, and should not be shipped, even if the buyer contacts you directly. If buyers contact you while their order is in "Pending" status, refer them to Amazon Customer Service for more information. Once the payment method is verified successfully, the Confirm shipment and Cancel order buttons will appear in Manage Orders and the order will appear in both the Order Report and the Unshipped Orders Report. At that point, the order should be fulfilled. Amazon assumes the risk of buyer non-payment for every order in your Unshipped Orders Reports or that has Confirm shipment and Cancel order buttons in Manage Orders. Of course, there may still be circumstances where payment may later need to be refunded, for example when the buyer does not receive the order, or it is not as described.

A buyer has asked me to ship an order to a different address. What should I do?

If you have not yet shipped the order and the buyer says they cannot receive the order at the address they provided originally, you should cancel the order. The buyer can then return to Amazon.de to place a new order using the correct address. Amazon’s policy requires sellers to ship only to the address provided in their seller account.

How can I get a complete order report instead of just an incremental one?

You can manually generate an order report in Seller Central at any time for the past 1, 2, 7, 15 or 30 days. For more information, please refer to the help topic on How to Generate and Download an Order Report.

How can I generate an orders report that is older than 30 days?

Seller Central is unable to generate orders reports beyond 30 days. To retrieve past data, you should archive your daily orders reports. To investigate specific orders that are older than 30 days, you can use the Search Orders feature in Seller Central. For more information on using this feature, please refer to the Search My Orders help topic.

A buyer wants to return an item they ordered. What should I do?

All Amazon sellers are required to accept returns. You should work with the buyer to arrange for the return of the item they ordered, and issue a refund when your receive the return. Learn more about Handling Returns. In cases where you are responsible for the return, you may issue a Concession to the buyer for return shipping costs.

How do I know if a customer has paid for an order?

You will not be expressly notified when a customer's payment method has been charged. However, Amazon will only notify you of an order if payment was successfully received. In that sense, every order is a confirmation that the customer has paid for the order.

How do I know if an order is real?

If an order is listed on the Manage Orders page in Seller Central or appears in an orders report you've downloaded, then it is valid and you should fulfil it. Orders are posted to your Seller Account only after they have cleared a fraud check.

How can I check my orders?

To quickly see a list of your orders, you can use the Manage Orders feature in Seller Central. This feature will either show you all orders from the past seven days or allow you to specify a day range. If email order notifications are enabled in your account settings, you will also be sent an e-mail notice for each order when that order clears the Amazon payments system. However, the best source for order information is the orders report which you can download via Seller Central. An orders report is posted every 24 hours. You can also manually generate an orders report for the past 1, 2, 7, 15 or 30 days. For more information on scheduling and downloading an orders report, please refer to the Download an Orders Report help topic.

How can I contact a buyer if there are issues with the order?

Click on the buyer’s name in the “Contact buyer” column on the Manage Orders page 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. Learn more about the Buyer-Seller Messaging Service.

A buyer wants to cancel an item they ordered. What should I do?

Buyers only have a 30-minute window to cancel their own orders, but you can cancel them up until the minute you ship them. When a buyer asks you to cancel their order, if you have not yet shipped and confirmed the shipment of the order, you can cancel it on the Manage Orders page or using Order Cancellation feeds. When you cancel an order, Amazon will automatically update the order status in the buyer's Amazon.com account and send an e-mail notification to the buyer. However, if you have already shipped the order, you will need to let the buyer know the order is already on its way and request that they return the package to you when they receive it. Upon receipt of the return, you should issue a refund for the order if you have already confirmed the shipment. If you had not yet confirmed the shipment, you should simply cancel the order instead, since the buyer has not yet been charged. It's worth keeping in mind that both cancellations and returns are a normal part of most sales operations.

If there are two or more items in a single order, can I issue a refund for only one of them?

Yes, the Refund Orders tool on the Order Detail Page and the Order Adjustments feed both allow you to issue full and partial refunds for each individual item in a multi-item order. Note that to start any kind of refund, the order must have already had the shipment confirmed.

Why do I see canceled orders on the Manage Orders page?

Although no action is possible on canceled orders, Amazon provides sellers with basic details about these orders so you will have a complete record of buying activity for your items and the ability to manage your sales and inventory levels effectively. Canceled orders are "completed" in the sense that the "pending" stage has been resolved. While some orders will be canceled by a buyer before they enter the processing stage, other orders are canceled by Amazon after hours or days of processing time. You may correspond with a buyer up to the point when their order is canceled. If the buyer has questions after their order is canceled, please direct them to Amazon Customer Service.

My carrier doesn’t provide tracking information – is it required?

Tracking information is not required for managing orders as we are aware that not all shipment methods support tracking. However, based on buyer feedback, we strongly encourage sellers to provide tracking information. Informed buyers are happier buyers and happier buyers leave better feedback!

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