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      Amazon Order Processing: Understanding Order States and SLA Timelines

      This knowledge base article explains how Amazon order states affect Service Level Agreement (SLA) timelines for fulfillment, particularly focusing on the transition from "Pending" to "Unshipped" status and its implications for merchants.

      Order States in Amazon

      Amazon orders progress through several states before delivery to customers:

      1. Pending - Initial state when an order is placed but not yet ready for processing
      2. Unshipped - Order is confirmed and ready for merchant fulfillment
      3. Shipped - Order has been dispatched to the customer

      SLA Timeline and Order Processing

      When Does the SLA Timer Begin?

      The SLA timer for order processing and handling metrics does not start until an order transitions from "Pending" to "Unshipped" status. This is critical for understanding fulfillment expectations and metrics.

      Processing Logic for Orders

      Our system only processes orders that meet the following criteria:

       
      {
        state: "Unshipped",
        "items.shipped_type": MF,
        "shipping_address.name": { $exists: false },
        marketplace_id,
        organization_id,
      }

      Orders are checked and processed at 30-minute intervals if they match these conditions.

      Pending Orders: Important Information

      What Does "Pending" Status Mean?

      According to Amazon Seller Central, a pending order is one that has been placed but is not yet ready for fulfillment. During this time:

      • Payment may still be processing
      • Order verification may be in progress
      • System updates may be occurring

      Transition Time Variations

      While most orders transition from "Pending" to "Unshipped" within 30 minutes, some orders may remain in pending status for longer periods, including:

      • Up to 24 hours in some cases
      • Longer periods during high-volume shopping events

      Official Amazon References

      This information is verified directly from Amazon Seller Central documentation.

      Internal Process Note

      If an order appears delayed in reaching the Tactical team for fulfillment, verify its state history to confirm when it transitioned from "Pending" to "Unshipped," as SLA metrics only begin counting from the "Unshipped" state.

      References