如果您只有一件可用商品，则需要告诉第二位买家商品不可用，然后取消您无法配送的订单。除了要更新客户 Amazon.com 账户中的订单状态，我们还会在您取消订单时自动发送一封电子邮件消息以通知买家。请记住：买家可以对卖家取消的订单留下反馈。
您可以随时在“卖家平台”为过去 1 天、2 天、7 天、15 天或 30 天的订单生成订单报告。有关更多信息，请参阅有关如何生成和下载订单报告的帮助主题。
买家【购物车】中所有品类商品的总数最多可以包含 1000 件商品。购物车可以包含 50 种商品。
示例： 2 种商品，每种 500 件
示例： 50 种商品，每种 20 件
例外情况： 仅 1 种商品，最多可容纳 999 件
订单信息的最佳来源是订单报告，您可以通过卖家平台下载订单报告。订单报告每 24 小时发布一次。您还可以为过去 1 天、2 天、7 天、15 天、30 天、60 天或 90 天的订单手动生成一份订单报告。
注意： 买家只有 30 分钟时间取消自己的订单，但是您可在配送订单前一刻取消订单。
Manage Orders FAQ
What should I do if I sell an item, and it is purchased again?
Sellers must keep their inventory up-to-date at all times. That said, you will sometimes run into a situation in which an item is out of stock. If this occurs, refund the buyer immediately. You can include a memo to your buyer when initiating the refund to let the buyer know what happened.
What does it mean when an order is Pending?
After a buyer initiates an order, we attempt to authorize their credit card. During this time period, the sale is in Pending status. Most items are only in Pending for a short period of time, usually minutes. Learn more about Pending orders.
Can I wait until the money is in my checking account before I ship the item?
The settlement period for the payment received from an order will begin after you confirm shipment of the order and the buyer is charged. You cannot wait until the money is in your checking account to ship the order.
How do I add a product to an order?
At this time, you cannot add a product to an existing order. You can instruct the customer to place a separate order for the product.
How will I know when I have a sale?
The Manage Orders page 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.
Sellers with professional selling plans can download Order Reports to view their sales.
What do I do if some of my orders are missing?
Use the Manage Orders page 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 missing from your orders reports or does not show up in search results, please contact us and reference the missing order number.
Go to the Manage Orders page.
Why am I no longer receiving order notification e-mails?
As long as you have e-mail order notifications enabled in your Notification Preferences, Amazon Payments 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 Notification Preferences found in the Settings drop-down menu.
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.
How come my item was sold to two buyers?
The best way to avoid this is by monitoring your completed and pending orders and keeping your listings updated to reflect real-time inventory quantities. 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 buyer's Amazon account, we automatically send an e-mail message to notify the buyer when you cancel an order. Keep in mind that buyers can leave feedback for orders that have been canceled by sellers.
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.com 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.
If you have already shipped the order to the address provided with the order, the way you choose to handle the situation is ultimately up to you. Here are a few solutions you might want to consider.
Contact the shipping provider to see if you can retrieve the package. They might be able to stop the shipment in transit and return it to you.
Attempt to contact the current resident at the shipping address where you sent the package or ask the buyer to do so. The current resident may be willing to refuse delivery or forward the package to the buyer.
If the item is not returned to you or forwarded to the buyer, then the decision to issue a refund is up to you. You do have the option of providing a partial refund minus your shipping costs.
For future orders, consider using package tracking or purchasing insurance from your shipping carrier if you are concerned about absorbing the cost of a lost shipment.
Can I get a complete order report instead of 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 Generate and Download an Order Report.
How many items can a buyer include in one order?
The number of items a buyer can purchase is limited by the Shopping Cart capacity.
Buyer Shopping Carts can hold up to 1000 items combined for all unique items in cart. A cart can have 50 unique items.
Example: 2 items with quantities of 500 each
Example: 50 items with a quantity of 20 each
Exception: 1 item only, with a quantity of up to 999
How can I check my orders?
To quickly see a list of your orders, use the tabs on the Manage Orders page in Seller Central for a list of all Unshipped, Pending, Shipped, and Canceled orders.
The best source for order information is the Orders Report, which you can download from 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, 30, 60, or 90 days.
If email order notifications are enabled in your account settings, you will also be sent an email notice for each order when that order clears the Amazon Payments system.
How can I contact a buyer if there are issues with the order?
On the Manage Orders page, click the buyer’s name under Order Details to go to Contact Customer. Sellers can communicate with buyers through Buyer-Seller Messaging.
What should I do if a buyer wants to cancel an order?
Both cancellations and returns are a normal part of most sales operations.
Note: Buyers only have 30 minutes to cancel their own orders; you can cancel orders up until the minute you ship them.
Your options will depend on the order status.
You have not yet shipped and confirmed the shipment.
You can cancel the order in Manage Orders or using Order Cancellation feeds. When you cancel an order, Amazon automatically updates the order status in the buyer's Amazon account and sends an e-mail notification to the buyer.
You have shipped the order.
You can let the buyer know that the order is already on its way and ask the buyer to return it to you for a refund. When you receive the return, issue a refund if you had confirmed the shipment, or simply cancel the order if you had not yet confirmed the shipment.
Note: The buyer is not charged for an order until you confirm shipment.
If there are multiple items in a single order, can I issue a refund for just one of them?
Yes, the Refund Orders tool on the Order Detail page and the Order Adjustments feed both enable you to issue full and partial refunds for each item in an order.
Note: To start a refund, the order must have already had the shipment confirmed.
Why do I see canceled orders on the Manage Orders page?
We provide basic details about canceled orders, so you have a complete record of buying activity for your items. No action is necessary on canceled orders.
Canceled orders are complete in the sense that Pending status 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.