Amazon FAQs
Updated 8/12/24
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Table of Contents
Section Slide Section Slide
Discounts 3
Returns 18
Quotes on Amazon 4 Cancel Order 19
Ordering 5 Personal Use/Separate Prime 21
Amazon Checkout 7 Student Trying to get into Prime 22
How to Submit 9 Gift Cards 24
Workflow in UD Exchange 12 Joining the University Business Account 25
How do I make approvals as fast as possible? 14 Business Customer Support 26
Track Orders 15 Common Customer Support Questions 27
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• In UD Exchange, your UD email address automatically associates you with the UD
Amazon Business account for UD purchases.
• This program simplifies your purchasing process and allows you to
take advantage of Amazon’s wide product selection and competitive prices.
• As part of this partnership, Amazon has committed to compliance with
relevant University policies.
• Please note: office supplies, computer supplies, etc. should be bought from the
contracted supplier for those commodities and not from Amazon.
The University of Delaware Amazon Business Account
Discounts
What kind of Discounts does Amazon offer through the Punchout?
• Amazon offers lightening deals, coupons, quantity discounts, prime shipping, etc.
Can I use auto-ship through Amazon to set up recurring orders and receive a
discount?
• At this time, auto-shipments cannot be set up for recurring orders.
Amazon is offering a coupon on an item. Will it apply to my order?
• If there is a coupon, Amazon will not apply it to the purchase order when the item
is brought to UD Exchange from the Amazon punchout. Instead, Amazon will apply
the coupon to the voucher when it is processed.
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Quotes on Amazon
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Please contact your liaison buyer or procur[email protected] for the custom quote form
to order amounts over $7,500 or 999 units.
Ordering
How far in advance can I place my order?
• Amazon offers two-day Prime shipping on many Prime-eligible items. However, an
order will not be shipped from Amazon until a purchase order is received.
• You have up to 7 calendar days from when “submit order for approval” is clicked
on Amazon to when the Requisition needs to be fully approved and a PO created.
Once 7 calendar days are up, Amazon will automatically cancel the order.
• If a PO is generated and received after 7 calendar days, Amazon may accept the
order. This can result in some items from the original order being canceled or not
tied to the PO in Amazon’s system, as well as potential price changes.
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Ordering
Can I checkout from Amazon and then add more items to my Cart in UD Exchange?
• The Amazon punchout does not like multiple checkouts to a single Cart in UD
Exchange.
• It is suggested that once an order is brought back to UD Exchange, proceed with
completing the cart/submitting for approval, and if another item is needed, create
a new order once the current cart is assigned or in approval workflow.
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Amazon Checkout
The shipping address on the Amazon punchout is not where I want to send my order.
How do I correct this?
• The address in the Amazon cart is a placeholder for the order. The ship to address
selected on your requisition in UD Exchange is where the order will be shipped.
Amazon will update the address for the order once they receive the purchase
order.
The card number on the Amazon Business Account is not my p-card. Can I change it?
• No, the card number on the Amazon Business Account is Procurement’s credit
card. All orders are to be made with a purchase order, and each purchase order is
tied to at least one a speedtype. Once Amazon bills the credit card, the voucher is
automatically allocated to the speedtype(s) on the PO.
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Amazon Checkout
How do I pay for my Amazon order?
• When you click “submit order for approval” on Amazon, you bring your order back
to UD Exchange. In UD Exchange, you will have to put in a speedtype for allocating
your purchase, and then submit the requisition for approval. Once fully approved,
a purchase order will be created and sent to Amazon so Amazon can fulfill your
order.
Can I order through Amazon outside of using the punchout?
• At this time, ordering outside of the Amazon punchout is prohibited since the use
of p-cards is not allowed for Amazon orders.
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How to Submit
I have the Shopper role in UD Exchange. How do I submit my Amazon order in UD
Exchange?
• As a Shopper, you can complete setting up the cart (including providing the
shipping address and funding source), but you will be unable to submit the cart for
approval. Instead, you will have to assign the cart to someone in your department
with a Requester role. Once assigned, the person to whom you assigned the cart
will need to submit it for approval.
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How to Submit
How to Assign a Shopping Cart
• In cart, in the top right corner, click the Assign
Cart option. A pop up will appear.
• You can either click Select if you have default
assignees in your profile, or Search if the
person you want to assign the cart to is not
listed.
• Once assigned, the user will receive an email
and an action item to process the cart in UDX.
They will then need to complete and submit
the cart on your behalf.
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How to Submit
I have the Requester role in UD Exchange. How do I submit my Amazon order in UD
Exchange?
• In Checkout, once the draft requisition is set up, click Place Order in the top right
corner.
• If you are adding an ad-hoc approver, make sure to notify them to expect a
requisition for approval.
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Workflow in UD Exchange
How many approval steps are there for Amazon orders?
• The average Amazon order only has one approval step before completion: the COA
approval. However, in some cases the requisition may need additional approvals –
see next slide for details.
Does my Amazon order go to Procurement for approval?
• Procurement does not approve Amazon requisitions as part of regular workflow.
However, if a non-campus address is being used on any requisition, it will be
reviewed by Procurement staff for formatting and audit purposes. Make sure to
confirm the who, what, where, when, and why for using a non-campus address in
the Internal Notes/Business Justification field as well as if the item will be returned
to campus or not. A reminder warning will show in the requisition to check certain
areas prior to submission.
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Workflow in UD Exchange
I see an approval step other than COA in the workflow for my Amazon order. Why?
• Some departments have extra approvals set up based on dollar amount, and some
commodity types require extra approvals at the University. These approvals cannot
be avoided if triggered, so make sure to reach out to any extra approvers since
these orders are time-sensitive. Potential approval steps are:
– Department Purchasing Specialist if your order exceeds the Requester’s dollar
limit (e.g., Requester 1000 triggers review at $1000)
– Misc. Department Approval if your department has special criteria
– Commodity Approval if you are purchasing items on this list
– Grant Approval if your purchase is on a grant and exceeds $10,000
– Non-Campus Ship To review if shipping off campus
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How do I make approvals as fast as possible?
Here are suggestions to have an Amazon order approved in the fastest way:
• Having the Requester role will allow you to submit the requisition for approval instead of
assigning it to someone else to submit.
– If you completed the Requester Training on ConnectingU, have your Department
Purchasing Specialist submit a UDX Access Request form to provide you with the
Requester role.
• Check the workflow before submitting. If you see steps other than COA Approval, make sure
to reach out to those approvers to notify them of the necessary approval
• If a non-campus address is selected for shipping, make sure the Business Justification lists
the reason why you are using this address, as well as if the item(s) will be returned to
campus.
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Tracking Orders – on Amazon
• To find your Amazon order status and information, go into Amazon, click on "Hello
[name]" and you should have "Your Orders" listed in the dropdown. Click on "Your
Orders".
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Tracking Orders – on Amazon
• Here, you can click on "Your orders: Paid By You" and see
a dropdown list.
• If you have "Paid By You" selected, those are only items
ordered with a p-card.
• If you switch to "Your orders: Paid By University of
Delaware", it will show orders processed via the
punchout.
• There is a dropdown for timeframe next to the selection
of " Your orders," where you can select the timeframe or
year the order was made in. If you do not change the
timeframe, you will not see any p-card orders.
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Tracking Orders – on Amazon
• Here you can track your packages,
return or replace an item within the
allotted time, etc.
• If there is an issue with your order, you
can click “Get product support” or “Get
help” to be connected with Amazon
Customer Support to assist.
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Returns
I need to return my item. How do I do that?
• You may access the Amazon punch-out and choose Your Orders. From there you can initiate a
return and print a packing slip or contact Amazon Business Customer Service at 866-486-2360.
I returned my item. How do I receive the reimbursement?
• Since the item was ordered via the punchout, Amazon will process a credit against the PO. If
the PO is already closed, Procurement Help will reopen the PO to process the credit – the
department does not need to be involved.
• If the PO does not automatically soft close once the credit is in Paid status, comment to
Procurement Help to close the PO again. If the only open lines are open due to a credit, the
PO can be closed without supplier confirmation – credits are the confirmation.
the purchase order within a week after receiving confirmation that your return was received
or order canceled. Attach a PDF of any documentation you have received from Amazon about
the return or credit.
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Cancel Order
I want to cancel my order in my order and I do not have a purchase order yet. How
do I cancel it?
• Do not complete your order/turn it into a purchase order. After 7 days from when
you first checkout from the Amazon punchout, the order will automatically be
canceled by Amazon.
I want to cancel my order/an item in my order and I have a purchase order. How do I
cancel it?
• If you have a purchase order number, contact Amazon Business Customer Service
and advise that you would like the item to be canceled.
Why was my item canceled on Amazon? I have not placed the order yet.
• If the cart was checked out more than 7 days ago, Amazon will automatically
cancel the order.
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Cancel Order
I received a cancellation notification from Amazon. What do I do?
• Save the cancellation notification as a PDF document. Attach the PDF to the PO in
the Comments section. If this is the last/only open item on the PO, tag
Procurement Help, and request the PO be closed.
• If there are other items open, just comment which PO line(s) have been canceled
by Amazon.
I checked out on Amazon but cannot find my cart in UD Exchange. How do I bring the
order back?
• If you have checked your carts and determined that the cart with your Amazon
order did not come back to UD Exchange, you will need to go back to Amazon and
create a new cart, just like you would for any of the catalogs. The current cart will
automatically be canceled by Amazon after 7 days.
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Personal Use/Separate Prime for Me
Will the University pay for me to have a personal prime account?
• No, the University does not pay for personal prime accounts.
Can I use the University of Delaware’s Amazon Business Account for personal use?
• No. The use of the University of Delaware’s Amazon Business Account is strictly for
work/business purposes. All orders through UD’s Amazon Business Account will be
historically held with the University.
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Student trying to get into Prime
I have a student worker who needs access to the University of Delaware’s Amazon
Business Account.
• Have the student log in to UD Exchange and click on the Amazon Business
punchout. They will automatically be added.
I have a student who uses their email for Student Prime. Can they also be on the
UD’s Amazon Business Account?
• Amazon does have the ability for students to transfer their Student Prime to a non-
university email. If the student wants to transfer their Student Prime to a different
email, they can also use UD’s Amazon Business Account for business/work
purposes.
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Student trying to get into Prime
A student accidentally joined the Amazon Business Account. Can they be removed?
• Yes, send an email to procuremen[email protected] advising that the student wants to
be removed from UD’s Amazon Business Account. The student cannot use UD’s
Amazon Business in the future. Once removed, if the student clicks on the Amazon
Business Punchout again, they will automatically be added back.
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Gift Cards
Gift Card Spending Limit
• The Federal Government has limited gift card purchases to $10,000 per person per day.
• If you process multiple gift card purchases for less than $10,000, once the orders total
$10,000.01, those orders will be canceled.
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Example 1:
• 1st order - $7,250
• 2nd order - $4,000
• 3rd order - $250
The 2nd and 3rd orders will automatically be
canceled by Amazon for being greater than
$10,000.01 because the 2
nd
order went over the
$10,000.01 spending limit.
Example 2:
• 1st order - $7,250
• 2nd order - $250
• 3rd order - $ 4,000
Only the 3rd order would be canceled by
Amazon since the 1st and 2nd orders were
less than $10,000.01.
Joining the University’s Business Account
I had a previous account tied to my work email – should I migrate or split?
• If you have the option to migrate or split your account, if you ordered mostly items
for work/business purposes, we suggest that you migrate the account. If you
migrate your account, all previous orders will be added to the University of
Delaware’s Amazon Business history. If you mostly ordered items for personal use,
you would want to split. Just know that by splitting, your order history will not be
tied to the University of Delaware’s Amazon Business history.
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Common Customer Support Questions
• Contact Business Customer Support: CLICK HERE
• Provides end users the option to call, email, or live chat. Please use this method of contact for
anything relating to an order, transaction, charge, or shipment
• For help joining our AB Account call the Registration Support team at (844) 428-3060
• For all other issues, call Business Customer Support: (866)486-2360
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See below for quick resolutions to frequently asked questions from end
users as well as contact information for a variety of support resources
