Here's what happens when a customer places an order:
- A customer places an order.
A customer selects your product and clicks the "Buy Now" button and completes the check out process. At this point, the terms of sale are final and the buyer cannot make changes to the payment method or shipping address.
- Amazon.ca begins processing the order information.
The order is now pending processing. The quantity available for the listing is decremented. If there was a quantity of one at the time the order was placed, the listing will be removed from the offering page of the web site and will appear in your open listings area with a quantity of zero while the order is being processed. A corresponding Pending order can be seen on the "View your orders" page when you search orders using the "View pending orders" check box; however, the order will be greyed out and will not include a buyer shipping address or contact information. If a buyer contacts you while an order is in "Pending" status, you should refer them to Amazon.ca Customer Service for more information.
- Amazon.ca holds the order.
Amazon.ca holds all Marketplace orders for 30 minutes, which gives buyers an opportunity to cancel orders made by mistake. They may also cancel an order and then place a new order for the same item using the correct shipping address. Buyer-cancelled orders will appear in your order list as Cancelled and will not include buyer shipping or contact information. If a buyer contacts you about a "Cancelled" order, you can invite them to place a new order on Amazon.ca if you still have available inventory.
- Amazon.ca verifies the order.
Amazon.ca attempts to validate the customer's payment method and order details. At this stage, there may be several different outcomes:
- Payment verification is successful. Amazon.ca sends an order confirmation to the buyer and notifies the seller, releasing shipping information. The Confirm shipment and Cancel order buttons will appear next to the order in Manage Orders. (See How to Confirm Shipment for more information.) The order status appears as Unshipped in Manage Orders. In most cases, the order status is updated and a notification message is sent within 30-45 minutes after an order is placed.
- Payment verification is initially unsuccessful. Amazon.ca notifies the buyer that further action is required. These orders will appear as Pending in Manage Orders. Pending orders are not in a shippable status, and should not be shipped, even if the customer contacts you directly. Pending orders will not have confirm and cancel buttons in Manage Orders, and they will not appear in either the Order Report or the Unshipped Orders Report.
- Payment processing is extended. In some cases payment and order detail verification processes may extend order processing times. These orders will appear as Pending in your orders view. In most cases, these pending orders are resolved within 7 days after the order has been submitted by the buyer. Pending orders are not in a shippable status, and should not be shipped, even if the customer contacts you directly. Pending orders will not have confirm and cancel buttons in Manage Orders, and they will not appear in either the Order Report or the Unshipped Orders Report.
- Payment is unsuccessful. Amazon.ca will cancel orders if the buyer's payment cannot be verified or collected successfully. Amazon.ca will not send a notification to you when an order is cancelled. These orders will appear as Cancelled in your orders list.
- Amazon.ca sends an order notification to the seller.
Amazon.ca sends a "Sold, ship now" email to you and updates the order status in your Manage Orders area. The shipping notification e-mail *does not* contain confidential customer information, such as the buyer shipping address. If you have a Pro Merchant account and have scheduled order reports, you will see the order in your report. The shipping address provided by Amazon.ca for a completed order is the only valid mailing address for sending that order to your buyer.
- The seller processes the order.
You view and confirm the order, by using Manage Orders, or, if you are a Pro Merchant, by downloading an Order Report or an Unshipped Orders Report.
- The seller ships the order.
You fulfill the order (pack and ship).
- The seller confirms the shipment.
You confirm shipment, either one shipment at a time or in bulk.
- Amazon.ca passes funds to the seller for the buyer's order.
Amazon credits the funds generated from the order, less fees, to your Marketplace Payments account to be disbursed with your next settlement. You must confirm shipment in order for funds to be credited. Totals in your Marketplace Payments account are updated periodically throughout the day.
- The buyer receives the order.
- Amazon.ca invites the buyer to provide feedback about the service provided by the seller.
Please use the e-mail address associated with your Amazon.ca Seller account.