The Order Timeline
The timeline below illustrates what happens when a customer places an order:
- Customer places order. A customer selects your product, clicks the Checkout button, and then completes the checkout process. At this point, the terms of sale are final and the customer cannot make changes to the payment method or shipping address.
- Order information goes to Amazon Payments for processing. The order is now pending processing. You can see the corresponding "Pending" order on the Manage Orders page in Seller Central. If a customer contacts you while an order is in "Pending" status, you should refer them to Amazon Payments Customer Service for more information.
- Amazon Payments holds the order. Amazon Payments holds orders before processing payment. This window gives customers an opportunity to cancel orders made by mistake or orders using the wrong shipping address. Customer-canceled orders will appear in the Manage Orders page as "canceled" and will not include customer shipping or contact information. If a customer contacts you about a "canceled" order, you can invite them to place a new order on your website.
- Customers who click the Checkout button and use Standard Checkout (they sign in to Amazon, they pick their shipping address, and they pick their credit card) have 15 minutes from the time they place the order to cancel the order.
- Customers who click the Checkout button and use 1-Click (no explicit sign-in to Amazon is needed, because they have recently made a purchase on the Amazon website using their current browser) have 105 minutes from the time they place the order to cancel the order
- Amazon Payments validates the order. Amazon attempts to validate the customer's payment and order details and to collect payment for the order. At this stage, there can be a number of different outcomes:
- Payment is successful. Amazon Payments sends an order confirmation to the customer, notifies the seller, and releases shipping information to the seller. The order status appears as "Payment complete" on your Manage Orders page. In most cases, order notification messages (emails) are sent within 90 to 135 minutes after an order is placed.
- Payment is initially unsuccessful. Amazon Payments sends the customer an email stating that further action is required and also sends the seller an email message to notify the seller of the processing delay. We ask you to hold the inventory requested by the customer for 72 hours awaiting successful payment. These orders will appear as "Pending" on your Manage Orders page.
- Payment processing is extended. Certain Amazon Payments security features can extend order processing times. When this happens, a seller might not receive email notifications about an order or its status. Processing can be extended for 1 to 3 business days after the payment was submitted. These delayed orders will appear as "Pending" in your orders view.
- Payment is unsuccessful. Amazon Payments will cancel customer orders if payment cannot be verified or collected successfully. Amazon Payments will not send a notification to you when an order is canceled. These orders will appear as "canceled" on your Manage Orders page.
- Amazon Payments sends an order notification email to the seller. Amazon Payments sends a "Sold, ship now" email to the seller and updates the order status in your Manage Orders page. The shipping notification email does not contain confidential customer information, such as the customer shipping address or email. Note that the shipping address provided by Amazon Payments (in Seller Central in your Orders Report) for a completed order is the only valid mailing address for sending that order to your customer. Do not ship to any other address, even if you receive an email asking you to do so.
- Amazon Payments remits funds to the seller for the customer's order. Amazon Payments places the funds generated from the order, less any fees, in your Amazon Payments account.
- Seller processes the order. You view and confirm the order by using the Manage Orders feature. If you are using Fulfillment by Amazon to fulfill this order, you do not need to perform this step.
- Seller ships the order. You fulfill the order (pack and ship). Your shipping carrier transfers the order to your customer shipping address. If you are using Fulfillment by Amazon to fulfill this order, you do not need to perform this step.
- The customer receives the order.
- Amazon Payments invites the customer to provide feedback about the service provided by the seller.