This article applies to selling in: United States

What do I do when a customer contacts me about an order I haven't received?

Use Manage Orders in Seller Central to see whether the order is valid.

You can search by customer e-mail address or order ID. It's possible that the order has not yet cleared the Amazon Payments system. When this happens, the search results will indicate that the order is still pending. Do not ship an order while it is still in a pending state. Wait for the order to be posted to your order report or encourage the customer to contact Amazon Customer Service.

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