Amazon orders

Once you’ve connected your Amazon marketplace, new orders will download into Brightpearl.

"Pending" and "Ready" orders

When an order is placed on Amazon, Amazon holds the order in a "Pending" state for around 30 minutes. During this time the customer is able to cancel their order.

Once the 30 minutes have passed, Amazon moves the order into a "Ready" state, when it is able to be processed.

Brightpearl can handle Amazon orders in two different ways:

  • Wait until the order reaches a "Ready" state, then download the order
  • Download the "Pending" orders

By default, pending orders aren't downloaded - if you want to download them you'll need to enable the "Download pending orders" functionality.

Downloading "Ready" orders

If the option to "Download pending orders" is not enabled, Brightpearl will download Amazon orders once they've moved to a "Ready" state. Generally this will be shortly after you receive a notification email from Amazon to ship the order.

If an order doesn't move into a "Ready" state - for example, if the customer cancels the order - Brightpearl won't download it at all.


Downloading "Pending" orders

If the option to "Download pending orders" is enabled, Brightpearl will create an order immediately once it's been placed on Amazon. The order will be assigned to a generic customer until it's moved into a "Ready" state, upon which the order information in Brightpearl will update.


The primary reason for downloading pending orders is to ensure the stock is allocated immediately, to avoid overselling.

Learn more about how Brightpearl handles Amazon pending orders here.

Amazon order status

The order status applied to your Amazon orders depends on the state of the order being placed and the way you've configured your Amazon connector.

If the order is an Amazon Prime order and a specific "Status for new Prime" orders is configured, that status is applied. Otherwise, if it's an FBA order and a specific "Status for new fulfillment by Amazon (FBA) orders" is configured, that status will be used. Finally, if the order doesn't meet either of the above criteria, the "Status for new orders" will be used.

If "Download pending orders" is enabled, pending orders will always use the "Status for pending orders". Once they're ready, the order status will update following the logic above.


Payments for Amazon orders

Amazon orders download as unpaid. They will be marked paid when Amazon releases the funds to your bank account and the settlement report downloads, usually every two weeks.

Read more about Amazon payments here.

New and returning customers

The email address on an order is used to search for an existing customer record in Brightpearl. If a match is found the order will be created against the account.

Due to changes to Amazon’s Data Protection Policy, Amazon customer data will be obfuscated 30 days after the order has been completed. 

Read more about Amazon customers here.

Products and inventory

If a Brightpearl product is connected to an Amazon listing, when an Amazon order downloads the product will be added to the order and inventory will be automatically allocated where available.

Disconnected products

If a listing was not connected to a product, a non-stock tracked row will be added to the order instead of the product. It won't be connected to a product nor will any inventory be allocated, which means the on hand level of the product won't change on Amazon.

Note that the free-text line items cannot be shipped since they are not connected to a stock-tracked product. Learn more about how to handle this situation here.

Remember to connect the listing to the product for next time.


Where a listing is connected to a Brightpearl bundle, all the items within the bundle are added to the sales order and their inventory is allocated. This means the calculated on hand inventory level of the bundle parent is updated, which triggers an update to all relevant sales channels.

Shipping method, carrier and charges

The shipping method on an Amazon order will be set to the shipping method name passed to Brightpearl by Amazon.

If a shipping method with that name doesn’t exist, Brightpearl will automatically create it and assign it to the order. The newly-created shipping method will then be used on future Amazon orders using that shipping method.

When an Amazon order is shipped, the carrier sent to Amazon is determined by the value set against the "Carrier" field on the shipping method’s configuration. Read more about passing carriers back to Amazon here.

Any shipping charges are controlled within Amazon and will download as an additional line item on the order.

Gift wrapping, gift messages, and order notes

If the Amazon order includes gift wrapping, it will be added to the downloaded order as an extra order row immediately below the product to which it applies, including the applicable charge.

If an order includes notes they will download into the "Notes and payment history" tab on the order.

If an order includes gift messages, they will download into a custom field on the order. This custom field must be created in Brightpearl and selected on the Amazon marketplace setup prior to the order downloading.

It must be created as a "sales" custom field of type "text area" in order for it to be used for gift messages.

The gift message will be prefixed with the product SKU allowing you to match each message to the relevant item on the order.


Order row prices and tax amounts

Brightpearl will use the integration tax rules to calculate which tax code to apply to order rows. See the rules for sales tax here, and for VAT here.

Due to limitations in Amazon's API for the Europe region, prices and tax amounts are handled differently between the European and North American Amazon marketplaces.

North America Amazon region

  • Item prices are imported as net (excluding tax) as standard. 
  • Tax amounts are imported as sent by Amazon, not recalculated from the Brightpearl tax code. Note the Brightpearl tax code is still applied to the order row using the existing integration tax rules.
    See the rules for sales tax here.

Note: We believe Amazon has a defect relating to withheld taxes for Canadian provinces. We are verifying this with Amazon.

Europe Amazon region (includes UK)

  • Item prices are calculated as net (excluding tax). However, Amazon's API only provides item prices including tax, without specifying the tax amount for the order. Therefore Brightpearl must recalculate the net amount using the tax code applied to the order.
  • Tax amounts are recalculated using the Brightpearl tax code. Because Amazon does not provide any granular tax information via the API, Brightpearl must calculate the expected tax value using the tax code applied to the order row. The tax code is determined using the existing integration tax rules. See the rules for VAT here.

Warning: Because Brightpearl must recalculate the tax amount, we cannot guarantee the amount of tax set on the order will match Amazon's tax calculation. We are in contact with Amazon to request the tax amount be included in the API in order to improve the accuracy of our tax data.

Amazon withheld tax

Amazon collects and remits tax for orders in some US states and in the UK for orders to the EU.

Learn more about withheld tax here.

Account codes

When products are added to orders as part of an order download, the product’s "Sales" account (nominal) code will be used.

For shipping line items, your company default shipping nominal code will be used, as selected under Settings > Company > Accounting: Accounts (nominal codes).

Amazon Business orders

Amazon Business is a marketplace which enables business-to-business (B2B) trade using Amazon marketplaces. If you are selling on Amazon Business, you will likely need to treat your Business orders differently from your ordinary B2C orders.

New Business orders can be easily identified in Brightpearl by using a Yes/No custom field. Create the custom field and set it on the Amazon channel settings.

Business orders are usually accompanied by a purchase order number and a customer VAT number. This number can be captured in a custom field on the order in Brightpearl. Create a freetext custom field and select it on the Amazon channel settings.


Fulfillment of Amazon orders

Brightpearl supports the following forms of fulfillment:

  • Fulfilled by Merchant
  • Fulfilled by Amazon
  • Seller Fulfilled Prime (via a shipment management system)

The following are unsupported:

  • Remote fulfillment 
  • Replacement FBA orders
  • Replacement Seller Fulfilled/FBM orders

Seller Fulfilled Prime orders

Seller Fulfilled Prime orders can be easily identified using the prime order status or a custom field to create a permanent "prime flag", allowing you to filter those orders out and process them first.


You can choose a special order status for Amazon Prime orders, and you can permanently flag them using a custom field.

Note: If you are using ShipStation, those orders can be prioritized in ShipStation and will only need to be marked as complete in Brightpearl.

To start using ShipStation and Brightpearl to handle your SFP orders, simply set your Seller Fulfilled Prime Order custom field and choose to skip the shipment notification to Amazon for those orders, as that will be handled by ShipStation.

Cancelled and updated orders

"Pending" orders

When an order is cancelled while in a "pending" state:

  • If pending order download is enabled, the corresponding pending order in Brightpearl will be moved to your "Cancelled" status
  • If pending order download is disabled, the order will not download into Brightpearl

When an order is partially cancelled while in a "pending" state:

  • If pending order download is enabled, the row on the pending order has the quantity and price reduced to "0"
  • If pending order download is disabled, the order will not download into Brightpearl

"Ready" orders

If an order is cancelled or partially cancelled while in a "Ready" state, Brightpearl will not be updated automatically and the order will need to be manually cancelled.

Learn more about cancelled Amazon orders here.

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