Summary (TL;DR): A comprehensive troubleshooting guide for resolving common Amazon PunchOut integration errors, order submission failures, and user configuration issues.
Issue 1: Users Cannot See or Use the Amazon PunchOut Option
The Issue: A user navigates to create an Order Request but cannot find the Amazon option under the Supplier Portal.
Potential Causes: The user is either missing from the designated Procurify access group or lacks the correct purchasing roles within your Amazon Business account.
Resolution Steps:
Navigate to Settings > Integrations in Procurify and ensure the user is added to the correct Amazon PunchOut Group.
Log in to your Amazon Business Administrator account.
Verify the user is invited to the corporate account and explicitly assigned the Requisitioner and PunchOut User roles.
Issue 2: Purchase Order is Not Submitting to Amazon
The Issue: A user places an order from Procurify, but Amazon never receives the order for fulfilment.
Potential Causes: The integration is stuck in Test Mode, the Purchase Order has not received final approval, or the user closed the Procurify pop-up window too early during checkout.
Resolution Steps:
Navigate to Settings > Integrations and ensure Test Mode is toggled off.
Check the approval routing workflow to ensure the final Approver has authorized the request. Amazon will not receive the order until it is fully approved.
Instruct users to leave the Procurify pop-up window open while shopping on Amazon. If they close this window before adding the required Account Code and clicking Submit, the draft will not save.
Issue 3: Orders Display as "Cancelled" in Procurify
The Issue: An order successfully transfers from Amazon to Procurify, but the status later changes to "Order Cancelled" next to the line items.
Potential Causes: Amazon rejected the order due to out-of-stock items, a declined payment method, location delivery restrictions, or a browser session timeout.
Resolution Steps:
Navigate to the Purchase Order and hover your cursor over the "Order Cancelled" status to view the specific rejection reason.
Instruct the original Requester to log into Amazon and cancel the failed order to prevent any accidental duplications.
Verify your payment method is valid and the item is in stock, then submit a brand new Order Request.
Issue 4: Unable to Fully Approve an Amazon Order
The Issue: An Approver attempts to authorize a pending Amazon order but receives an error preventing final approval.
Potential Causes: There is a mismatch between the payment method selected in Procurify and the shared payment method configured in Amazon Business.
Resolution Steps:
Log in to Amazon Business and navigate to Business Settings to confirm your active payment method.
In Procurify, navigate to Settings > Integrations and select your Amazon PunchOut group.
Ensure the mapped corporate Credit Card or Pay by Invoice method matches the Amazon portal exactly.
Issue 5: Deleted Requests Remain Pending in Amazon
The Issue: A user deletes an unsubmitted Amazon draft in Procurify, but the cart still shows as "Pending" when they log directly into Amazon.
Potential Causes: Amazon automatically holds PunchOut carts in a pending status awaiting the final cXML approval signal from Procurify.
Resolution Steps:
No manual action is required.
The pending cart will automatically expire and clear itself from Amazon after approximately 7 days.
Issue 6: Cancelled Purchase Orders Still Ship
The Issue: You manually cancel an active Purchase Order in Procurify, but the vendor still ships the items and charges your account.
Potential Causes: Cancelling a Purchase Order in Procurify does not send an automated cancellation signal to Amazon's fulfilment centres.
Resolution Steps:
Log in directly to your Amazon Business account.
Locate the specific order in your order history and manually cancel it before it ships.
Issue 7: Missing Regional Domains During Setup
The Issue: You cannot find your country's specific Amazon domain (e.g., Amazon.fr) when setting up the integration.
Potential Causes: Procurify only supports specific regional domains for the PunchOut integration.
Resolution Steps:
Ensure you select one of the supported domains: Amazon.com, Amazon.de, Amazon.co.uk, Amazon.ca, or Amazon.es.
Note: Using an Amazon PunchOut domain outside of your physical region will incur international shipping costs.
Issue 8: Amazon is Not Receiving My Orders
The Issue: You successfully submit and approve an Amazon PunchOut order in Procurify, but Amazon does not receive the order, and you never receive an order confirmation email.
Potential Causes: Amazon's system silently rejects Purchase Orders if they contain special characters. If there are special characters in the Procurify username or the selected shipping address, the connection fails without triggering an alert from Amazon.
Resolution Steps:
Navigate to Settings > Manage Users to review the Requester's username.
Navigate to Settings > Manage Locations to review the selected shipping address.
Identify and remove any special characters (such as accents, symbols, or non-standard punctuation) from both the user's name and the address fields.
Click Save to apply your updates.
Have the Requester generate and submit a brand new Order Request via the Amazon PunchOut portal.