When you comply with Fulfillment by Amazon's Packaging and prep requirements and Shipping and routing requirements, and make sure that your carriers and suppliers do as well, it enables efficient and accurate receipt and storage of your inventory at the fulfillment center.
When we cannot receive products at the fulfillment center due to any of the problems detailed on this page, we perform unplanned services to successfully process your inventory, at your cost.
We provide shipment-level details of any problems with your shipments in the following Seller Central locations.
Additional coaching or product prep requires resources. For repeated instances of the same problem group, Amazon escalates your coaching level (Standard, Elevated, Critical).
For detailed coaching-level escalations, and their corresponding corrective actions by problem type, see the Unplanned services help page.
Performance measurement unit | For example, whether the problem occurred at the unit, box, or shipment level |
Problem group |
We group similar problems together. For example:
Defect rate calculation and Coaching level escalations based on Problem Group |
Problem type |
The type of problem identified with your inbound shipments |
Coaching level | The coaching level for a particular problem group. For example, standard, elevated, or critical. |
Problem units | Quantity of units with the identified problem type |
Total inbound performance alerts | Quantity of inbound performance alerts by problem type |
Total unplanned service fees | Unplanned service fees charged by problem type |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Shipping box overweight | One or more boxes in your shipment exceeds the maximum weight limit. |
Boxes must not exceed the standard weight limit of 50 lb, unless they contain one single oversized item that exceeds 50 lb.
Boxes containing jewelry or watches must not exceed 40 lb. Please also see Shipping and routing requirements |
Shipping box oversized | One or more boxes in your shipment exceeds the maximum dimensions. |
Weigh and measure your boxes before sending them to an Amazon fulfillment center.
*Standard-size includes any packaged item that weighs 20 lb or less, has dimensions of 18" or less on its longest side, 14" or less on its median side, 8" or less on its shortest side. For additional information, see: |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Electrical products hazard | One or more items in your shipment included electrical products without proper packaging. |
Package batteries and hard drives to prevent shock, short outs, or sparking.
For additional information, see |
Sharp products hazard | One or more products in your shipment included an incorrectly packaged sharp item. |
Sharp items must be packaged so that the sharp or pointed edge will not become exposed during any part of the fulfillment process.
Ensure that the outer packaging does not have sharp edges or corners. For additional information and how-to videos, see: |
Spilled products hazard |
One or more products in your shipment contained a product that can spill. This includes:
|
Products that can spill may cause damage during shipping and when stored
For more information, see Packaging Products Containing Liquids. Dry Goods: All items containing dry goods such as pellets, powders, or granular substances must be able to withstand a 3-foot drop test without the contents of the container leaking or spilling. Products that cannot withstand the drop test must be packaged in polybags. For drop-test instructions and additional information, see Packaging Pellets, Powders, and Granular products. Products that are contained in loose packaging, such as sleeves, pouches, or unsecured bags or boxes, may be separated during the fulfillment process.
For more information, including a how-to video, see Loose Products |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Unacceptable pallet condition | Pallets cannot be properly unloaded and received. |
Stacking
Weights and dimensions
Packaging and labelling
For more information, including a how-to video on building pallets, see Seller requirements for LTL, FTL, and FCL deliveries |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Improper packing materials (dunnage) | One or more boxes in your shipment contained unacceptable packing materials (dunnage). | Be sure to use appropriate dunnage, so we receive your products quickly and
easily. The following packing materials are not allowed:
Accepted packing materials include:
Also see Shipping and routing requirements. |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Shipment ID was not included or is unscannable on shipping boxes |
One or more boxes in your shipment did not include its own FBA shipment label or the FBA shipment label cannot be scanned. |
Each box or pallet that you send to a fulfillment center must have a shipment label. Ensure that your shipment ID labels are uncovered, fully visible, and scannable before sending your shipments to Amazon Fulfillment Centers. Label requirements
Label dimensions and placement
For more information, see Send FBA inventory to Amazon |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Amazon barcode missing | One or more of the products in your shipment arrived without the required scannable Amazon barcode, also known as an X00 label or FNSKU. The Amazon barcode is an identifier that fulfilment centres use to identify individual offers for a specific ASIN. |
For more information, see Use an Amazon barcode to track inventory. |
Manufacturer barcode missing | One or more of the products in your shipment arrived at the fulfilment centre without the required scannable manufacturer barcode (GCID, UPC, EAN, JAN or ISBN). Amazon will always use the manufacturer barcode to track your inventory throughout the fulfilment process, unless you change your barcode setting. |
For more information, see Using the manufacturer barcode to track inventory
|
Problem type | Problem description | How to avoid the problem |
---|---|---|
Unit mislabeled | The item arrived with a barcode that does not match the physical product. |
Ensure that the right label is affixed to the right product.
For additional information, see: |
Barcode cannot be scanned | One or products in your shipment had barcodes that were smudged or smeared and could not be scanned at the fulfillment center. |
Verify that your products have a physical, scannable barcode (UPC, EAN, JAN, ISBN, etc.). Label placement and size
Printer requirements
Please also see: |
Barcode is not accessible by scanner | Due to poor label placement, or prep (such as bubble wrap), your barcode is not scannable. |
Make sure that the labels lay flat and do not fold over edges. Please ensure a 0.25" minimum quiet zone before and after the barcode. When you're ready to affix barcodes to your products, make sure:
For more information, see: |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Labeling required |
There was an issue with inventory labels. We performed unplanned prep at the fulfillment center. |
For more information, see: |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Bagging | Items in your shipment did not include the required polybagging. |
Polybags used to protect items must meet the following requirements.
Note: If a
unit is poly bagged, it may also require a label if the bag prevents the barcode
from being scanned.
Polybag requirements
Polybag label requirements
Specific categories that may require polybags include:
If you do not find your specific issue above, see Packaging and prep requirements. |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Bubble wrap | Items in your shipment did not include the required bubble wrap |
Bubble wrap can protect items from breaking during shipment or storage. Specific categories that may require bubble wrap include:
For additional information, see: |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Taping | Items in your shipment had inadequate taping |
Taping can protect products during storage and shipment. Applications of taping would include:
|
We can quickly receive products into your sellable inventory when you provide accurate box content information.
If you choose not to provide box content information, Amazon manually processes your box contents and applies a manual processing fee.
Problem type | Problem description | How to avoid the problem |
---|---|---|
Inaccurate number of boxes | The quantity of boxes shipped to the fulfillment center did not match the box content information provided with the shipment. |
You are required to provide box content information for each box sent to Amazon. This includes:
Please verify that the number of boxes you send per shipment matches the number of boxes you specified when creating your shipment. If you decide to send additional items after finalizing a shipment, you need to create a new shipment. If you are unable to send the products originally planned in your shipment, please delete the inaccurate shipment and create a new one. For more information, see Box content information for FBA shipments to Amazon |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Inaccurate item quantity in box | There were item quantities in your shipment that did not match the expected amount based on the box content information you provided. |
There were item quantities in your shipment that did not match the expected amount based on the box content information you provided.
You must put your box labels on the correct boxes to ensure that the label information identifies the contents of each box. For additional information, see Set quantity for shipments to Amazon. |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Unexpected items found in box | One or more boxes in the shipment contained items that were not specified in the box content information provided with the shipment. |
You are required to provide accurate box content information for each box sent to Amazon. This includes:
Box content information is provided at the Prepare Shipment step of the shipment creation workflow.
For more information, see Box content information for FBA shipments to Amazon |
Problem group | Problem description | How to avoid the problem |
---|---|---|
Unexpected item found in shipment | Your shipment contained items that were not on the original purchase order. |
Also see, Set quantity for shipments to Amazon |
Problem type | Problem description | How to avoid the problem |
---|---|---|
More items received than expected | Your shipment contained items with quantities in excess of the number specified on the purchase order. |
Verify the quantities of each unique item in the shipment, and ensure that they match the quantity specified on the purchase order.
Also see Set quantity for shipments to Amazon |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Product title change required |
The product titles for ASINs listed must have the correct information and formatting. Your product title did not meet the FBA product title requirements and/or did not match the product label. |
Product information
For more information, see FBA Product Title Requirements |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Product or shipment sent to the wrong fulfillment center |
Inventory was shipped to a different fulfillment center from the one indicated on the Shipping Plan. |
For more information, see: |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Restricted item |
There are products that require prior approval before you can sell them on Amazon. There are also products that FBA does not support. All Amazon requirements and restrictions also apply to FBA. |
Be sure to review the other sections below for additional product requirements and restrictions: |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Product damaged upon arrival |
Some of your items arrived at the fulfillment center in damaged condition. We could not process them into your sellable inventory. |
Prep your products according to the Packaging and prep requirements help page. Use proper packing material (dunnage) when packing your boxes to ensure that your inventory is not damaged in transit. Acceptable dunnage includes
When sending pallets, stack your boxes with the heaviest boxes on the bottom and the lightest on the top. For more information, see Seller requirements for less than truckload (LTL), full truckload (FTL), and ocean full container load (FCL) deliveries |
Problem type | Problem description | How to avoid the problem |
---|---|---|
Shipment was canceled, misrouted, or incomplete (standard-size or oversize) |
One or more shipments are not in compliance with FBA’s canceled, misrouted, and incomplete shipments policy. Once you approve a shipment plan, you must ship your products to Amazon as stated in that plan, including sending the stated quantity of each product in the plan to the assigned fulfillment center. Deleting shipments after you've approved them, misrouting shipments, or sending incomplete shipments requires Amazon to dedicate additional processing time and labor, which may delay the receipt of your inventory and its availability for sale. Amazon also incurs additional transportation costs by rerouting your inventory throughout the fulfillment network to ensure your products are closer to customers.
Note: The Problem quantity for this shipment indicates the
number of units that were received with issues.
|
To ensure that any future multi-destination shipments comply with FBA policy, do not delete shipments after you approve the plan, and make sure that all shipments in your approved plan arrive within 30 days after the first shipment arrives at a fulfillment center. For more information, see Canceled, misrouted, and incomplete shipments.
Important: We will notify you if a shipment does not meet these
guidelines. If you do not correct the identified issues, we may do one or more of
the following:
If you'd like to send your eligible inventory to a single destination, you can sign up for the Inventory Placement Service. Amazon will then receive your units and redistribute them across our fulfillment network as needed. A per-unit service fee applies. Using this service can help you avoid delays and unplanned service fees if you find it difficult to manage multi-destination shipments. |
Problem type | Problem description | Problem description and how to avoid |
---|---|---|
There were general issues identified with your shipment. | Generic event |
Follow the steps below to for instructions on how to avoid these problems.
|