Amazon Order Management Services
Orders flow smoothly until something goes wrong: a late shipment, an address problem, a return that needs a decision. SellerDesk keeps a close watch on order activity and handles exceptions according to workflows you approve.
What the service covers
- Order monitoring
- Tracking new, pending and problem orders against your agreed handling times.
- Fulfillment workflow coordination
- Passing orders to your warehouse or 3PL on FBM, or monitoring inbound shipments on FBA.
- Shipment exceptions
- Following up on delays, tracking issues and carrier problems.
- Returns and refund workflows
- Applying your returns policy and escalating cases that fall outside it.
- Operational reporting
- Summaries of order volume, exceptions and resolution status.
FBA and FBM responsibilities
The work differs by fulfillment model, so we define responsibilities explicitly at the start.
- FBA
- Amazon picks, packs and ships. SellerDesk monitors inbound shipments, stranded or unfulfillable inventory, returns and customer issues.
- FBM
- You or your logistics partner ships. SellerDesk coordinates order flow, tracking confirmation, late-shipment risk and customer communication.
What needs your approval
- Refunds or concessions above agreed limits
- Changes to shipping templates or handling times
- Carrier or warehouse changes
Scope and boundaries
- On FBA, Amazon fulfills orders; we monitor and coordinate. On FBM, your warehouse or partner ships; we coordinate the workflow.
- SellerDesk does not physically store, pack or ship products.
- Handling-time targets and refund authority are set by you.
Common questions
Do you support FBA and FBM?
Yes. Responsibilities differ for each model and are documented in your scope.
Do you ship products?
No. We coordinate workflows; physical fulfillment stays with Amazon, you or your logistics partner.
Can you handle returns?
We can run returns and refund workflows within the limits you set and escalate exceptions.
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