Amazon order management support

A daily order routine

1. 01

   Morning

   New seller-fulfilled orders pulled into dispatch.

   Output: Pick list

2. 02

   Dispatch

   Orders shipped and confirmed with tracking on Amazon.

   Output: Orders confirmed

3. 03

   Messages

   Buyer messages answered.

   Output: Inbox clear

4. 04

   Returns

   Return requests reviewed and processed.

   Output: Returns handled

5. 05

   Exceptions

   Late, cancelled or disputed orders checked.

   Output: Nothing outstanding

Dispatch on time, with tracking

Amazon's description of Seller Central says sellers can monitor metrics tied to shipping performance on the Account Health page, so late or unconfirmed dispatches matter. Set dispatch times you can always meet, confirm each order as soon as it ships and add the carrier's tracking number. Bring Amazon orders into the same pick list as your other channels, so they are not forgotten on a busy day.

Read Amazon's current guidance on dispatch and tracking expectations for your account.

Buyer messages

Answer buyer messages promptly and politely, with the information they need about their order. Check Amazon's current guidance on communicating with buyers before setting up saved replies or follow-up messages, and keep messages focused on the order. Saved replies for common questions save time; review them whenever Amazon updates its guidance.

Handling returns and refunds

Orders fulfilled by Amazon

Amazon describes Fulfilment by Amazon as its storage, shipping and customer service programme, so Amazon handles much of the customer service for FBA orders. Some still reach you, such as product questions or returns that need your decision. Keep an eye on returns of FBA orders too, since patterns in return reasons can point to product or listing problems.

Example: a seller shipping its own orders

Cancellations

Cancelling an order because you cannot fulfil it disappoints the buyer and can affect how your performance is seen. The best prevention is accurate stock on Amazon, especially when the same stock sells on other channels. When a buyer asks to cancel before dispatch, act quickly through Seller Central and confirm to the buyer. Record cancellations by reason, since repeated stock-related cancellations can point to a stock synchronisation problem worth fixing.

Never take an order you know you cannot ship in the hope stock arrives in time.

Records that protect you

Keep proof of dispatch, tracking, photos of high-value items before packing and copies of buyer messages. If a buyer says an item did not arrive or was not as described, these records help resolve the dispute fairly. Store them by order number for an agreed period.

Connecting Amazon to your dispatch

Where volumes justify it, bring Amazon orders into your order management or shipping tool automatically, and send tracking back the same way, as described on the ecommerce integration pages. It removes copying and reduces late confirmations.

Weekends and holidays

Agree who handles Amazon orders and messages when the usual person is away, and adjust dispatch settings in advance for closures so buyers are not promised dates you cannot meet.

Measuring order handling

Track orders confirmed late, cancellations by reason, message response times and returns by reason each week. Compare them with the shipping and customer service measures Amazon shows on the Account Health page, and look into any that move the wrong way. Small weekly checks are easier than recovering from a drop in performance later.