AMAZONBUSINESSCONFIDENTIAL
Amazon Business FAQ Library
ThefollowingdocumentprovidesanswerstocommonlyaskedAmazonBusinessquestions.
GettingStarted
AccessingAmazonBusiness
How do I access my Amazon Business account?
Youruseraccountisestablishedthefirsttimeyou“Punchout”toAmazonBusinessfromwithinyoure‐Procurement
system(Jaggaer).SimplyloginJaggaerandselecttheAmazonlogotogetstarted.
RegisteringtheUserAccount
Why do I see the following error message when I Punchout from Jaggaer for the first time?
Mostlikely,your@und.edu emailaddressisalreadyattachedtoaseparateAmazonBusinessaccountandneedstobe
“deregistered”.Pleasecontinuetothederegistrationinstructionsbelow.
How do I complete registration as part of the University of North Dakota’s Amazon Business account?
UponaccessingAmazonBusinessforthefirsttime,youwillfollowoneofthreescenariosasdescribedbelow.Please
readtheexplanationscarefullytounderstandwhichappliestoyou.Note,thescenariospertainONLYtoyour@und.edu
emailaddress.Ifyouhaveaseparate,Amazon.compersonalaccounttiedtoapersonal(gmail,yahoo,etc.)email
address,itwillnotbeaffected.
Scenario1
I have never used my @und.edu email address on Amazon.com
ThefirsttimeyouaccessAmazonBusiness,youwillnotbepromptedtosetapasswordandwillbeabletostart
shoppingrightaway.
Scenario2
I already use my @und.edu email address to make BUSINESS purchases on Amazon.com
Ifyour@und.eduemailaddressisalreadyassociatedwithanAmazon.comaccount,youwillhavetheoptionto
convertyourexistingaccountandtransferanypurchasehistoryandpendingorderstothecentralbusiness
account.
AMAZONBUSINESSCONFIDENTIAL
Scenario3
I already use my @und.edu email address to make PERSONAL purchases on Amazon.com
Ifyour@und.eduemailaddressisalreadyassociatedwithanAmazon.comaccount,youwillhavetheoptionto
createaseparateaccountforpersonalorders.Youwillbepromptedtoselect“Createaseparatebusiness
account”andwillneedtochooseanew,personalemailaddress(e.g.gmail.comorhotmail.com)thatisNOTtied
toanotherAmazonaccount.
What if I previously used my @und.edu email address to register for a verified Amazon Business account?
Allprevious,stand‐alone,AmazonBusinessaccountswillbeconsolidatedunderthenew,centralizedaccount.Ifyou
previouslyusedyour@und.eduemailaddresstoregisterforanAmazonBusinessaccount,youwillneedtoderegister
thataccount.Forindividualpaymentmethodaccounts,yourinformation(orderhistory,paymentmethods,billingand
shippingaddresses)willfollowyoutothenewBusinessaccount,assumingyoufollowScenario2above.
How do I deregister my account?
1. LogintoyourBusinessAccount
2. Downloadanorderhistoryreportforthepast6‐12monthsviaBusinessAnalyticsfromyourdrop‐down
menu
3. Clickthefollowinglinktoderegisteryourexistingaccount:
https://amazon.com/gp/b2b/manage/deregister
NOTE:Theterminologyonthisscreencanbeconfusing.Restassuredyourorderhistorywillnotbelost,your
accountwillbeconvertedbacktoanAmazon.comconsumeraccount,allowingyoutojointhenew,central
AmazonBusinessaccount.
NavigatetoyoureProcurementSystemandselecttheAmazonBusinesstiletoPunchout.FollowthestepsinScenario2
toconvertyouraccount(seeabove).
I tried to deregister my account but it says “I don’t have permissions to close this account.” How should I proceed?
Thereasonyoudonothavepermissionstocloseyouraccountisbecauseyouarenottheadministratoroftheaccount
youaretiedto.Pleasereachouttotheadministratorontheexistingaccountandhavethemremoveyou.Ifyouare
unsureofwhoyouraccountadministratoris,pleasecontactCustomerServiceat888.281.3847.
What should I do if I purchased an individual Prime Membership with my purchasing card?
OurAmazonBusinessaccounthasBusinessPrimeShippingthatcoversalluserssoyourindividualPrimeMembershipis
nolongernecessary.Yourpreviousindividualmembershipwillbecancelleduponmergingintoournewcentralaccount
andaproratedrefundwillbecreditedbacktoyouroriginalformofpayment.(Scenario2)
What do I do if I bought a Prime Membership with personal funds on my Amazon account?
IfyouwereusingyourbusinessemailforyourpersonalAmazonaccountandpurchasedaPrimeMembershipwith
personalfunds,youwillhavetheoptionduringregistrationtosplitoffyourpersonalorderhistoryandPrime
Membershiptoapersonalaccount.FollowScenario3above.
Can I use the new Amazon Business account for PERSONAL use?
No.ThecentralAmazonBusinessAccountmustbeusedforbusinesspurchasesonly,inaccordancewithourpurchasing
policies.ThepurchasingteamwillhaveaccesstoallpurchasinghistorymadethroughtheAmazonBusinessaccount.
AMAZONBUSINESSCONFIDENTIAL
What should I do if I purchased an individual Prime Membership with my personal card and wish to keep my accounts
and purchasing history separate?
IfyoupreviouslyusedyourbusinessemailonapersonalAmzon.comaccountandpurchasingAmazonPrime,please
followtheinstructionsinScenario3abovetoseparateyouraccounts.Youwillneedtodesignateanewpersonalemail
foryourpersonalaccount,yourpersonalhistoryandPrimemembershipwillremainintactandyouwillbeabletojoin
thecentralBusinessaccountwithyourbusinessemail.
How do I contact Amazon Business Customer Service?
AmazonBusinessCustomerServicecanbereachedbyclickingContactUs(preferredmethod)fromwithinyouraccount
orat888.281.3847.
PaymentMethod
What form of payment should I be using to make Amazon Business purchases?
PaymentwillbehandledbytheUNDPaymentServiceteam.
BuyingPolicies
Approvals
Why does my order need to be approved?
Youradministratorshavesetupworkflowapprovalsforordersbasedonadollaramountand/orbuyingpoliciesinside
Jaggaer.
How do I know if my order has been approved?
YouwillreceiveanemailnotificationimmediatelyafteryouplaceyourorderinAmazonBusinessandagainonceyour
orderhasbeenapprovedwithinJaggaer.Pleasenote,yourorderwillnotbefulfilledandshippeduntilitisapproved.
Categories
Are there any category restrictions?
Thereareseveralproductcategoriesthatmaycontainitemsthatarenotcompliantbasedonourorganization’s
purchasingpolices.Youmayseea“CompanyBlocked”or“CompanyRestricted”messagingthroughouttheshopping
experience.AnyproductwherethesellerischargingtaxwillhaveaCompanyRestrictedmessageandyouwillneedto
findtheitemfromadifferentseller.
ManageSuppliers
How do I search for suppliers in Amazon Business?
Forhardtofinditemssoldbyaspecificsupplier,youcansearchforsuppliersbynameandapplyfilters,suchasstar
ratingandbusinesslocationofthesupplier,tonarrowdownyoursearchresults.Youcanalsouseacombinationof
searchandfilters.Onceyoufindasupplier,youcanaddthemtoyourlistofSavedSuppliers.Thelistmakesiteasyfor
youtolearnmoreaboutyourfavoritesuppliers‐‐youcanvisitasupplier’sprofilepage(theirstorefront),orcontact
thembyselectingAsk a question.
• ToaddasuppliertoyourSavedSupplierslist,doeitherofthefollowing:
• Searchforasupplier,theninthesearchresults,selectSave for LaterfromtheActionmenu–OR–Navigate
toaseller'sprofilepagebyselectingthesellername,thenselectingSave for Later
AMAZONBUSINESSCONFIDENTIAL
• ToremoveasupplierfromyourSavedSupplierslist,doeitherofthefollowing:
• SelectRemove from Savedinyourlistofsavedsuppliersorontheseller'sprofilepage,select X Remove
Supplier
Are there any product restrictions that will not work for Punchout?
Digital‐relatedproducts,subscriptions,andAmazonServices(suchasAmazonWebServicesandAmazonFresh)arenot
availableforpurchase.
Unsupportedpurchasesinclude:
Digitaldownloads,including:eBooks,audiobooks,movies,videos,music,software,andgames
ElectronicGiftCards
CreditCards
AlcoholicBeverages
WirelessDevicesandServices
Subscriptions,includingSubscribe&Save
OtherAmazonservicesnotfoundonAmazon.comsuchasAmazonWebServices,AmazonFresh,and
subsidiaries
TaxExemption
I was charged sales tax on my order even though my Amazon Business account is setup for tax exempt purchasing.
How do I get a refund?
BecauseAmazonprovidesamarketplacemadeupofmillionsofsellers,thereareinstanceswhensellersmaystillcharge
taxontaxexemptpurchases.ContacttheSellerdirectlytorequesttherefund.
1. Fromwithinyouraccount,navigateto“YourOrders”
2. Findtheitemthatwaschargedtaxandclick“ContacttheSeller”
3. Entersubjectas“TaxExemptionRefundRequest”
4. Includetheordernumberandamountcharged
Ifyouhaveissuescontactingtheseller,orotherorderrelatedquestions,pleasecontacttheBusinessCustomerService
teamHEREordirectlybyphoneat888.281.3847.
Orders
How will I know when I will receive an order?
Thepersonwhoplacedtheorderwillreceiveaconfirmationemailthatwillstatetheorder'sestimateddeliverydateand
shippingspeed.
How do I see the orders I placed after joining the Amazon Business Account?
Fromwithinyouraccount,navigatetoYour Orders.Thedefaultviewwilldisplayallorders“PaidForByYou”.Ifyour
organizationisutilizingacentralpaymentmethod(i.e.notyourindividualpurchasingcard),select“ViewAllOrders”
fromthedrop‐downmenu.
AMAZONBUSINESSCONFIDENTIAL
How do I track my Amazon Business delivery?
Youcanviewreal‐timedeliverydetailsforallpendingorders,includingestimateddeliverydateandcarrierinformation.
Fromwithinyouraccount,navigatetoYour Orders > Track Package.
Can I save products I purchase frequently?
Yes,createLists!Tobegin,hoverover Lists inupperrightcornerofyourscreenandselectCreate a List
1.SelectThis list is for:you fromthedropdownmenu
2.Selectlisttype:Shopping Listor Reorder List
3.Namethelist
4.Privacy:Private
6.CreateList
Is the URL for a product the same in Amazon Business as it is in the consumer site?
No,theURLsaredifferent.YoucansearchfortheproductinbothsitesbytheAmazonStandardIdentificationNumber
(ASIN)intheproductdescriptiondetails.ASINsstartwith“B0”.
Why did I receive an email indicating that my order has been halted?
AmazonBusinessprovidesadynamicmarketplaceofproducts,withchangingpricesandquantities.Controlshavebeen
putinplacetoaccountforthesefluctuations.AlthoughtheemailinstructsyoutocontactyourAmazonBusiness
AccountAdministrator,thebestwaytogetmoreinformationonahaltedorderistocontactAmazonBusinessCustomer
Service888.281.3847.
Are there any limitations to PunchOut that would result in my order being cancelled?
Yes.TherearefiveinstancesinwhichorderscanbecancelledduetolimitationsAmazonBusinesslimitations:
Safeguards–Iftheapprovalisnotcompletedwithinthesevendaycartlock,andtheorderfallsoutsideofthe
safeguardsatthetimeofapproval,theitemororderwillbecancelled.
Multiple PunchOut Sessions–MultiplePunchOutsessionscanresultinacancelledorder.Whenshoppingon
AmazonBusinessthroughPunchOut,makesuretouseonePunchOutSessionperorder.
Changing or Modifying Cart–IfPOissentwithdeletedlineitemsormodifiedquantities,theorderwillbe
rejected.
Address on Final PO Differs from Address at Checkout–IfthecheckoutaddressisinthecontiguousUS,butthe
addressonthePOisoutsidethecontiguousUS,theorderwillbecancelled.
Zip Code Change for Next Day Delivery–IfthezipcodeonthefinalPOdiffersfromthezipcodeusedforthe
addressatcheckoutandtheitemissetfornextdaydelivery,theorderwillbecancelled.
What if I have pending orders appearing under “Your Orders” even though they have not been approved and sent to
Amazon?
Anyordersubjecttoanapprovalworkflowwillnotbeprocesseduntilfinalapproval.Theorderwillremaininyourorder
historyforupto7daysas“pending”untilAmazonreceivesapprovalconfirmation.Onceapprovedyouwillreceivean
emailconfirmation.Iftheorderisnotapprovedwithin7days,theorderwillbecancelledandyouwillbenotifiedvia
email.Ifthecartwascancelledandyoustillneedtheitems,youwillneedtosubmittheorderagainforapproval.
AMAZONBUSINESSCONFIDENTIAL
Am I able to make purchases through Amazon Business without accessing the eProcurement System?
No.BusinesspurchasesshouldonlybemadethroughtheeProcurementSystem.Ifyouattempttomakeapurchase
outsideoftheeProcurementSystemyouwillnotbeabletocheckout.
Delivery
How do I indicate my Ship‐To Address?
Amazonwillalwaysfulfillyourorderbasedoffoftheship‐toaddressselectedinJaggaer.Likeothersuppliers,this
addressselectiontakesplaceafteryouhavebroughtyourcartbackintoyoureProcurementsystem.Whileinthe
AmazonBusinessexperience,youmayseeadefaultaddressorchoosefromalistofdefaultaddressesthathavebeen
pre‐configuredbyyourAdministrator.Youcanignorethisaddressifyoudonotseethecorrectoptionavailable.Your
orderwillonlyshiptotheaddressselectedinyoureProcurementSystemitself,notAmazonBusiness.
Does ordering through eProcurement System impact my delivery speed?
Yourpurchasingsystemmayhavebuilt‐inworkflowapprovals.Ifthisisthecase,yourorderwillnotbefulfilleduntilitis
approved.Atthattimeyouwillreceiveanemailconfirmation.Anydeliveryestimatesonthecheckoutscreenmaynot
beapplicableiftheorderisnotquicklyapproved.ThisisapplicabletoPrimeEligibleOrdersaswell.
Note:thedeliverytimelinefor3
rd
partysellersmayvary.
Returns
How can I return or cancel an item?
Toreturnanitem,accessyourAmazonBusinessaccount.Navigateto“YourOrders”tofindtheitem(s)youwantto
return.FromYourOrders:
1. SelectReturnorReplaceitems
2. Chooseareasonforreturn
3. Printlabelandauthorization
4. Preparepackageandreturnlabel
ItemsshippedandsoldbyAmazon.comcanbereturnedwithin30daysofreceiptofshipment.Returnpolicies,and
timeframes,canvaryifpurchasewasmadefroma3
rd
partyseller.
Why am I unable to return my product for replacement?
Atthistime,productreturnsarelimitedtorefundsonly,andcanonlybeinitiatedbythePunchoutuseror
administrator.Toreplacetheitem,pleasere‐order.
BusinessPrime
What items are eligible for Business Prime Shipping?
MillionsofproductsareeligibleforBusinessPrimeShippingandaredesignatedwiththePrimelogo.You’llbecharged
applicableshippingfeesforitemsnoteligibleforBusinessPrimeShipping(Learnmore).
AMAZONBUSINESSCONFIDENTIAL
Are there other benefits besides Free Two‐Day Shipping with Business Prime?
BesidesFreeTwo‐DayShippingonmillionsofeligibleitems,BusinessPrimeShippingprovidesallemployeesonyour
businessaccountaccesstoPrimeEarlyAccessandPrimeDaydeals.BusinessPrimeShippingcurrentlydoesnotinclude
consumerprogramssuchasPrimePantry,Fresh,Music,orVideo.
Can I use Business Prime Shipping benefits on my personal Amazon.com account, too?
No.BusinessPrimeShippingbenefitscanonlybeusedwithyourbusinessaccount.Youarewelcometopurchasean
individualPrimemembershipforyourseparatepersonalAmazon.comaccount.
SingleSignOn(SSO)
How does SSO work with mobile?
EnduserscanaccessAmazonBusinessfromtheirmobiledevicesaslongastheirIdPisaccessibleovertheinternet.
Cloud‐basedIdPssuchasOktaareaccessibleovertheinternet.
Can I bypass SSO and directly access AB by logging in?
AnSSOuserwillbeabletoaccessABdirectlywithoutapasswordbynavigatingtoamazon.com/businessandstillbe
redirectedintoanSSOauthenticatedsession.
CustomerServiceandFeedback
How do I contact Amazon Business Customer Service?
AmazonBusinessCustomerServicecanbereachedbyclickingContactUs(preferredmethod)fromwithinyourAmazon
Businessaccount.Or,byphoneat888.281.3847(youwillberequiredtoprovideadditionalinformationtovalidateyour
accountbyphone).Pleaseusethisteamforanythingrelatingtoanorder,transaction,shipment,andgeneralAmazon
relatedinquiriesaswell.
How do I share user feedback about my Amazon Business experiences?
Wevalueyourinput!Wewanttohearwhat’sworkingwellandwhatyouwouldliketoseeimproved.Emailyour
feedbacktoBrandonWallaceat[email protected].