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Order Management

The current Orders surface is one Tracking workbench for seller order lines. It is not a multi-tab returns, disputes, analytics, or customer-service suite.

Open Orders (/orders) in Partner Portal.

The workbench​

Use the status filters to find Needs Action, Pending, Processing, Shipped, or Delivered orders. Search uses the order number or available customer details.

Selecting an order shows its lines and the actions permitted for each line:

Line stateSupported seller action
pendingAccept, or Reject with a reason of at least 10 characters.
accepted + seller_fulfilledPurchase/print an eligible label, or dispatch with a carrier and tracking number.
accepted + supplier/platform fulfilmentNo seller dispatch action. Tracking advances from the assigned fulfilment service.
shippedRead the stored tracking details and timeline where available.
deliveredRead the current order projection; use Financial Records for separate payout eligibility/status.

There is no supported generic status dropdown. Status changes come from the line-level accept, reject, label, dispatch, and fulfilment paths.

Process a new order​

  1. Open Needs Action and select the order.
  2. Check each line, current stock, fulfilment model, and the displayed delivery details.
  3. Accept only the lines you can fulfil. Reject an unavailable line promptly and give a specific, customer-safe reason.
  4. Pack accepted seller-fulfilled lines.
  5. Purchase a label or enter the real carrier and tracking number to dispatch.
  6. Re-open the order and confirm that the line and tracking timeline advanced.

Pending lines can be timed out after 72 hours. That timeout updates marketplace order state and enters the platform payment/refund workflow; it is not a promise that a provider refund appears instantly in the buyer's bank.

Label batches​

Select Mode can generate a merged PDF for eligible lines across multiple orders. Before printing:

  • accept every intended line;
  • exclude supplier- and platform-fulfilled lines;
  • check partial-success messages;
  • reconcile the number of successful labels with the parcels on the bench.

Do not print a second label merely because a batch action was slow. Check the order and label history first to avoid duplicate purchases.

Tracking and delivery​

Tracking information is only as authoritative as the recorded label or fulfilment event. An estimated date is an estimate, not a guarantee. A displayed delivered state does not by itself define the seller payout date; the financial workflow applies its own completion, policy, review, and Connect checks.

For pickup or untracked exceptions, follow the account's operating process and retain evidence. Do not enter a fabricated carrier or tracking number to force a state change.

Workflows not in the current Orders page​

The current page does not provide dedicated tabs for:

  • return approval and refunds;
  • chargeback/dispute evidence;
  • BOPIS or pickup management;
  • order analytics;
  • a threaded order communication console.

Use Returns and Disputes, Messages, Financial Records, or seller support as appropriate. If a control is not present in your portal, do not infer it from an older screenshot or hidden capability name.