Amazon Problem Orders

Sometimes Amazon orders and payments are not straight forward. Deliveries can be lost or items can be received damaged or contain the wrong content.  In some cases, orders cancelled by Yale or the seller are resent at a later date after we’ve purchased and paid for another copy.  Below are procedures for handling the problem orders and payments for Amazon.  Receipts, returns, and cancelations are handled by receiving staff and requests for credits are handled by ordering staff.

Once an item has shipped, an invoice is generated. We are responsible for payment regardless of whether the item is received or not. Failure to pay invoices within 60 days will jeopardize our ability to use the Amazon Corporate Line of Credit. 

Here is the workaround for some problem scenarios:

Item shipped and invoiced but not received

• Receiving staff will receive the line item so the invoice can be paid.
• Receiving staff will add the following note to the PO: “Item not delivered but received in order to remove commitment and pay invoice. Credit will be requested and processed to remove expenditure”.
• Ordering staff will go into their Amazon Ordering account and notify the seller that we did not receive the order and ask that a credit be sent.
• If the title will be reordered, ordering staff must create a new purchase order for the replacement copy. This is necessary because you can’t pay two invoices for the same title on one PO. Please add a note on the original PO stating “reordered under PO#789101” and on the replacement PO stating “replacement for PO#123456 lost in transit”.
• Add initials and date to all PO notes.

 Item cancelled by the seller or Yale

• Ordering staff will cancel the line item to remove the commitment. 
• Ordering staff will add the following note to the PO: “Item could not be supplied by the seller.”
• If the title will be reordered, ordering staff must create a new purchase order for the replacement copy. Do not change the vendor and reuse the same PO. Please add a note on the original PO stating “reordered under PO#789101” and on the replacement PO stating “replacement for PO#123456. Original seller unable to provide”.
• Add initials and date to all PO notes.
• If we receive an invoice for a cancelled item, ordering staff will request a credit and create a copy of the PO with /A to pay invoice and take credit.

Items received damaged or containing the wrong content.

• Notify the seller to see if a replacement is available. If the seller can provide another copy, they will likely ship it directly without creating a new invoice. If this is the case, you do not need to create a new PO for the replacement. If we will be billed twice and a credit issued, you will need a second PO.
• Add the following note to the PO: “Item damaged (or incorrect). Item returned to the seller and replacement copy will be shipped”.
• Do not receive until the replacement arrives.
• If the title will be reordered through a different vendor, you must create a new purchase order for the replacement copy. Do not change the vendor and reuse the same PO. The original PO will be needed to pay for the invoice and to take the credit for the damaged return.  Please add a note on the original PO stating “reordered under PO#789101” and on the replacement PO stating “replacement for PO#123456. Original damaged (or wrong content)”.
• Add your initials and date to all PO notes.
• Return original item if seller requests.

Amazon Problems Documentation