When an order needs attention

What we handle

Getting each paid order to Amazon safely is our job. If a request times out or Amazon is briefly unavailable, we retry automatically, and we look the order up at Amazon by its ID before trying again, so it can’t be created twice. These show as “Submitting to Amazon” and need nothing from you.

What needs you

Some problems need a decision from you or your customer: Amazon can’t fulfill a paid order, Amazon rejected the shipping address, or a shipment is past its estimated arrival. These show as “Needs you” on Orders, and you’ll get one notification per issue.

What the order page shows

What Amazon reported, with the request, status, codes and the time we last checked. These are confirmed facts.

Possible explanations, labeled as possibilities. A late shipment is shown as delayed, never as lost, unless Amazon says so.

Practical next steps, such as checking the product in Seller Central, retrying submission, or refunding in Stripe.

Asking Amazon for help

Use “Copy support summary” for the order and shipment IDs, SKU, timestamps, tracking and Amazon’s status and codes, plus your own notes. It leaves out customer contact details and payment information. Then “Open Amazon Support” takes you to Seller Central, where you review and submit the request yourself.

Copying a summary or opening Amazon Support doesn’t send anything, and the order isn’t marked as sent to Amazon. Inventory discrepancies, shipment investigations and reimbursement decisions are handled by Amazon.

Your notes

Notes and “reviewed” marks are yours alone. They never change Amazon’s status, the payment, or your reports. Preparing a support request never refunds, cancels, changes settings or creates a replacement shipment.