管理订单常见问题

如果买家重复购买了某件商品，我该怎么做？

卖家必须随时保持库存为最新状态。即便如此，您有时候也会碰到商品缺货的情况。如果发生这种情况，请立即向买家退款。发放退款时，您可以添加备注来说明退款原因。了解有关为订单退款的更多信息。

订单处于“等待中”状态，这表示什么？

买家下单后，我们会尝试为他们的信用卡授权。在此时间段内，该交易将处于“等待中”状态。大部分商品处于“等待中”状态的时间会很短，通常只有几分钟。详细了解处于“等待中”状态的订单。

我可以等到货款转入我的支票账户后再配送商品吗？

订单付款的结算周期从您确定订单发货以及买家付款开始算起。您不能等到货款转入您的支票账户后才配送订单。

如何在订单中添加新商品？

此时，您不能向现有订单添加新商品。您可指导买家对此商品单独下单。

我怎么知道何时有商品售出？

“卖家平台”中的“管理订单”工具可提供最新的订单视图。一旦我们验证完买家的支付方式，您便可在“管理订单”页面看到您的订单，包括配送信息。我们建议您至少每天检查一次您的卖家账户，查看是否有新订单。我们还会向您发送“已售出，即将发运”电子邮件通知。专业卖家可以下载“订单报告”以查看他们的销售情况。

我的部分订单缺失。我该怎么做？

使用“卖家平台”的“管理订单”功能搜索缺失订单。如果订单在搜索结果中出现，请记录购买日期并检查您在该日期的订单报告。如果订单的确在您的订单报告中缺失，或者未显示在搜索结果中，请联系我们并引用缺失订单编号。

为何我不再收到订单通知电子邮件？

只要您在您的账户设置中启用了电子邮件订单通知，“亚马逊付款”将在您每次下新单时向您发送通知。如果您不再收到此类电子邮件，应确保：

• 仍在您的“账户设置”中启用电子邮件订单通知。

• 自从停止接收电子邮件后您已收到新订单。

• 您安装的任何防火墙或反垃圾软件没有屏蔽这些电子邮件。

我的商品卖给了两个买家！发生了什么情况，我该怎么办？

我们要求卖家监控其已完成订单和未决订单，并使清单保持更新状态，以反映实时库存。但是，有时候库存管理问题可能会导致一件商品被多次售出。

例如，如果买家购买一件商品但未立即成功支付，那么在付款等待处理时，商品仍会显示在“管理库存”中，数量为“0”。如果随后编辑商品，则会将数量中添加“1”，使可供购买的商品数量变为两件。此时，两位买家可在两个不同的订单中提交该商品的购买请求。

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。

买家要我将订单配送至不同地址。我该怎么做？

如果您尚未配送订单，且买家指出他们无法通过最初提供的地址接收订单，则您应取消订单。然后买家可返回亚马逊，使用正确地址重新下单。根据亚马逊的政策，卖家只可向其卖家账户中提供的地址发货。

如果您已经将订单配送至订单提供的地址，则最终由您决定如何处理这种情况。以下是几种您可能想要考虑的解决方案。

• 联系配送服务提供商，以了解您是否可以取回包裹。他们也许能够停止配送运输中的货件并将其退还给您。

• 尝试联系当前居住在您包裹运至的配送地址的居民或要求买家这样做。当前居民或许愿意拒收货件或将包裹转发给买家。

• 如果商品未退还给您或转发给买家，则由您决定发放退款。您可以选择提供部分退款（扣除您的运费）。

对于今后的订单，如果您担心承担货件丢失费用，请考虑使用包裹追踪或向配送承运人购买保险。

我如何获得完整的订单报告而不只是一份增量报告？

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。

买家在一个订单中可以包含多少件商品？

买家可以购买商品的数量受到购物车容量的限制。

购物车

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

我如何检查我的订单？

要快速查看订单列表，请通过卖家平台中【管理订单】页面上的选项卡，查看“未发货”、“等待中”、“已发货”和“已取消”的订单列表。

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。

如果您在账户设置中启用了电子邮件订单通知，当订单在“亚马逊付款”系统中清算时，您还会收到针对每个订单的电子邮件通知。

如果订单存在问题，我怎样联系买家？

在【管理订单】页面，点击【订单详情】下买家的名字，以打开【联系买家】表单。卖家可通过“买家与卖家消息服务”与买家沟通。

如果买家想取消订单，我该怎么办？

取消和退货都是大部分销售运营的自然组成部分。

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。

您的选项取决于订单状态。

您尚未发货和确认发货。

您可以在【管理订单】中或使用【订单取消】输入数据取消订单。在您取消订单后，亚马逊会自动更新买家的亚马逊账户中的订单状态，并会向买家发送一封电子邮件通知。

您已配送订单。

您可以告诉买家订单已经发出并要求买家以退货方式获得退款。收到退货后，如果您已经确认发货，则应发放退款；如果您尚未确认发货，则只需取消订单。

注意： 在您确认发货之前，我们不会向买家收费。

如果同一订单中出现两件或多件商品，我可以仅为其中一件商品退款吗？

是，“订单详情”页面和“订单盘点”输入数据中的“为订单退款”工具可让您为多商品订单中的每个单件商品发出全部和部分退款。注意：要开始任何类型的退款，订单必须已确认发货。

为何我在“管理订单”页面上看到已取消的订单？

我们提供有关已取消订单的基本详情，以便您可以完整记录商品的购买活动。无需对已取消订单采取任何操作。

已取消订单的等待中状态已得到处理，从这一意义上说，此类订单已完成。有些订单是由买家在进入处理阶段之前取消的，其他订单是亚马逊在进入处理阶段数小时或数天后取消的。订单取消时，您可以与买家联络。如果买家在取消订单后存在任何问题，请他们联系亚马逊客户服务。

亚马逊官网原文详情：   

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.

Shopping Cart

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.

文章来源：亚马逊官方网站