Amazon Business FAQ

Q: When I access Amazon Business for the first time, I am prompted to log in with a password. I do not know my login information. What should I do?

A: You are asked to enter a password because you have an existing Amazon account with your UC San Francisco email address. If you cannot remember the password, please select the “forgot password” button to reset. If you are still having trouble resetting the password, please call Amazon Business Customer Service at 1 (866) 486-2360.

Once your password has been reset, you will either want to follow Scenario Three to separate your order history or Scenario Two to convert your existing account into an Amazon Business account.

Q: What should I do if I purchased an individual Amazon Prime Membership? Should I request a prorated membership refund?

Buying Policies

Q: Can I use the new Amazon Business account for PERSONAL use?

A: No. In accordance with University purchasing policies, the Amazon Business punch-out in BearBuy must ONLY be used for business purchases. UCSF Supply Chain Management will have access to all purchasing history made through the Amazon Business account.

Q: Why does my Amazon Business order need to be approved?

A: Amazon Business punch-out orders need to be returned to BearBuy to complete the requisition approval process. There are no additional required approvals.

Q: How do I know if my order has been approved?

A: You will receive an email notification immediately after you place your order and again once your order has been approved. Please note, your order will not be fulfilled and shipped until it is approved.

Q: How will I know I am shopping from a diverse supplier?

A: Diversity and Ownership Credentialed Sellers are marked as “Organization Preferred” on the Amazon Business account. When shopping, you will notice a green check mark with messaging “Organization Preferred,” on items that have an offer from a diverse supplier. We have made this so you can easily find and shop from credentialed suppliers through the Amazon Business account. You can also apply filters on the left-hand side of the search results screen for specific credentials.

Punch-Out Specifics

Q: Is the URL for a product the same in Amazon Business as it is in the consumer site?

A: 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”.

Q: Why did I receive an email indicating that my order has been halted?

A: 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 1(866) 486-2360 or HERE.

Q: Are there any limitations to Punch-out that would result in my order being canceled?

A: There are five instances in which orders can be canceled due to 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 canceled.
• Multiple Punch-out Sessions – Multiple punch-out sessions can result in a canceled order. When shopping on Amazon Business through punch-out, make sure to use one punch-out 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 canceled.
• 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 canceled.

Q: What if I have pending orders appearing under “Your Orders” even though they have not been approved and sent to Amazon?

A: 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 seven days as “pending” until Amazon receives approval confirmation. Once approved you will receive an email confirmation. If the order is not approved within seven days, the order will be canceled and you will be notified via email. If the cart was canceled and you still need the items, you will need to submit the order again for approval. 

Q: Am I able to make purchases through Amazon Business without accessing BearBuy?

A: No. Amazon Business purchases should ONLY be made through BearBuy. If you attempt to make a purchase outside of the Amazon Business punch-out in BearBuy you will not be able to check out.

Q: How can I purchase a computer-related product that is blocked in Amazon Business?

A: First, check if the computer-related item is available for purchase in CDW-G in BearBuy.  If the item is not available for purchase in CDW-G, you can reach out to CDW-G [email protected] to ask for a quote on the item and copy Joanne Petersen [email protected]. 

If CDW-G does not carry the product or the comparable items that CDW-G offers as alternatives do not meet your needs, you can ask Joanne Petersen for help in finding a supplier that sells the computer-related item or request to proceed with the purchase in Amazon Business punch-out.

Q: I do not recognize the default shipping address listed in the Amazon punch-out in BearBuy.  Do I need to change it?

A: The shipping address listed in the Amazon Business punch-out is NOT used for delivery purposes. Amazon Business will deliver your order based on the Ship To address selected on the requisition in BearBuy. Review your order carefully during checkout to ensure you’ve selected the correct delivery address as this will carry through to the official requisition in BearBuy.

Q: What happens if the price changes after we’ve added the item to our cart?

A: Amazon punch-out orders lock in pricing and reserves the quantity of items for seven days from the time they are added to your shopping cart. This ensures your order will not be canceled due to pricing fluctuations or changes in item availability.

Q: How can I return or cancel an item?

A: 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 30 days of receipt of shipment. Return policies, and timeframes, can vary if purchase was made from a third party seller.  

Q: Why am I unable to return my product for replacement?

A: 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.  

Q: What items are eligible for Business Prime shipping?

A: 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). 

Q: Are there other benefits besides Free Two-Day Shipping with Business Prime? 

A: 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. 

Q: How do I contact Amazon Business Customer Service?

A: For order, transaction, shipping and general inquiries, contact Amazon Business Customer Support at (866) 486-2360 or email: [email protected].  Not sure if we listed the AB customer support phone number on any other webpages but please update if it appears elsewhere. 

Resources

• Amazon Business Home
• User Registration Guide
• Frequently Asked Questions