Amazon fulfillment workflows

Example: fulfilled by merchant

Step Description
1 A merchant-fulfilled order is placed on Amazon. Amazon assigns a status of Pending until the customer’s credit card information is verified. Orders in Pending status automatically import into Amazon sales channel but do not display on the Orders tab.
2 The order is verified by Amazon. When verified, Amazon changes the status to Unshipped. With this status change, the order is updated in Amazon sales channel and appears in the Orders tab.
3 The order details are updated. Amazon sales channel updates the order details with the price, customer email, and customer name. During this update, the Amazon order creates the corresponding Commerce order in the order management page. The Commerce order number is displayed with the order information on the Orders tab.
4 A new customer account is created. If configured in your order settings and the customer does not exist in your Commerce database, a new customer is created in your Commerce database using the corresponding customer information from the Amazon order. If you chose No Customer Creation (guest) in your order settings, the order follows the Commerce guest process and not create a customer in your database. At this point, if your Commerce system is integrated with an ERP/OMS/WMS, the order is picked up per the integration of a new order being placed and created inside Commerce.
5 The order is shipped. From the Commerce order processing page, you ship the order and add a tracking number. When all items are marked in a Shipped status:
  • The status of the Commerce order changes to Complete.
  • The status of the Amazon sales channel order changes to Shipped.
  • The tracking number is synced to Amazon, and the status of the order in Amazon changes to Shipped.
  • Shipping notifications are sent to the customer via Amazon, not from Commerce (per Amazon’s policies).

Example: fulfilled by Amazon (FBA)

Step Description
1 An Amazon-fulfilled order is placed on Amazon.
2 The order is imported. The order is not imported into Amazon sales channel until the order is assigned the Shipped status by Amazon. Since Amazon has the inventory for this product, it prevents interference with your warehouse/inventory management.
3 The order details are updated. If configured in your order settings, the Amazon order creates the corresponding Commerce order and be created as an order with a status of Complete.

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