This article applies to selling in: Australia

Inbound Performance summary

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.

Note: Amazon escalates your inbound performance issues by Problem group.

Field definitions and examples

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:

  • Safety issues - box related
  • Label missing - box related

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 group: Safety problems - Box related

Note: Please also see our video on how to avoid these issues Shipment Safety Requirements.
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.

  • Be sure to attach the following labels on the top and sides of the box for single oversized items.
    • Team Lift: for boxes that exceed 50 lb
    • Mechanical Lift: for boxes that exceed 100 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.

  • Boxes containing multiple standard-size units* should not exceed 25 inches on any side.
  • UPS allowances for larger box dimensions and weight do not apply to boxes containing multiple standard-size* FBA units.

*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 group: Safety problems - Product related

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.

  • Batteries must be packaged so their terminals do not touch during any part of the fulfillment process. Unprotected battery terminals can lead to short outs or potential sparking.
  • Hard drives must be packed in anti-static packaging to prevent short outs or static shock.

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.

  • Sharp items: the blades must be covered to prevent sharp objects from being accidentally left in boxes.
  • Fragile items: must be packaged in either a solid six-sided box, or completely secured in bubble wrap so that the items are not exposed in any way.

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:

  • liquids
  • pellets
  • powders
  • granulars
  • loose products

Products that can spill may cause damage during shipping and when stored

  • Liquids: Products containing liquids without a double seal, including viscous products (such as honey), must be packaged securely to avoid the product from spilling

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.

  • Loose Products: Loose products require bagging, or need to be secured with a non-adhesive band or removable tape.

For more information, including a how-to video, see Loose Products

Problem group: Safety problems - Pallet related

Problem type Problem description How to avoid the problem
Unacceptable pallet condition Pallets cannot be properly unloaded and received.

Stacking

  • Stack boxes on your pallets to ensure that they can be properly unloaded and received.
  • Place heavier boxes on the bottom, so that they do not damage boxes containing lighter products beneath them.
  • Stacked pallets should be able to stand on their own without the help of associates or stretch wrap.

Weights and dimensions

  • Single pallets must not be taller than 72.00 in, including the height of the pallet, unless it is a single unit
  • Use 40" x 48", 4-way access, wooden pallets that are in good condition.
  • The contents must not overhang the pallet edge by more than 1".
  • Total weight of the pallet must not exceed 1,500 lb.

Packaging and labelling

  • All pallets must be wrapped in plastic with a "do not break stretch wrap" or "do not break down" notification to the carrier.
  • Each box on the pallet needs its own FBA shipment label. In addition, each pallet needs four labels in the top center of each side of the pallet.
  • Once the pallet is wrapped, place a shipment label squarely in the top center on all four sides of the pallet.

For more information, including a how-to video on building pallets, see Seller requirements for LTL, FTL, and FCL deliveries

Problem group: Unplanned prep - Box related

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:

  • All types of packing peanuts
  • Crinkle wrap
  • Shredded paper

Accepted packing materials include:

  • Foam sheets or cushioning
  • Air pillows
  • Bubble wrap
  • Full sheets of paper

Also see Shipping and routing requirements.

Problem group: Label missing - Box related

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

  • Print the full set of labels. Because each label is unique, do not photocopy, reuse, or modify labels for use on additional boxes
  • Each box you include in the shipment must have its own FBA shipment label. In addition, each pallet you send needs four labels, one in the top center of each side. Your shipment ID labels must be uncovered, fully visible, and scannable when your shipments are received at an Amazon Fulfillment Centers.
  • These labels must be printed from your Shipping Queue. As an alternative, you can create your own labels, but they must match the Amazon MWS Fulfillment API Developer Guide specifications for creating your own shipping labels.
  • If you are shipping multiple case-packs in a primary carton, apply the unique shipping label on the primary carton you are using for shipping products to Amazon fulfillment centers.
  • You do not need to apply the unique shipping labels to the individual case packs inside the primary carton.
  • If your shipment is in pallets, you must ensure each box on the pallet has its own FBA shipment label. This is in addition to the four labels in the top center of each side of the pallet.

Label dimensions and placement

  • Labels must measure 3-1/3" x 4"
  • The FBA shipment label and the carrier label (UPS, FedEx or other should both be placed on a flat surface of the box.
  • Both labels must remain uncovered and do not place labels on a seam, opening on the box or over edges corners as they will be damaged when the box is opened.

For more information, see Send FBA inventory to Amazon

Problem group: Label missing – product related

Tip: If you do not want to label your products yourself, Amazon will apply them for you, for a per-unit fee. For more information, visit FBA Label Service.
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.
  • If you have chosen to use an Amazon barcode when you created a listing for a product to be fulfilled by Amazon, you must put the correct X00 label on the product. You can print Amazon barcodes from the Label Products page when you create a shipment, or at any time from the Manage Inventory page.
  • Make sure that the label title matches the corresponding unit, and label your units one at a time.
  • Cover the entire original manufacturer barcode with your X00 label, and make sure that the barcode is visible so that it can be scanned at the fulfilment centre.

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.
  • Make sure that your products have a physical barcode (GCID, UPC, EAN, JAN or ISBN) that is visible so that it can be scanned at the fulfilment centre.
  • If an ASIN qualifies for tracking by the manufacturer barcode but doesn't have a physical barcode, you can print labels by going to the Inventory Amazon Fulfills page and selecting Print item labels from the Action on drop-down menu.
  • Make sure that the label title matches the corresponding unit, and label your units one at a time.

For more information, see Using the manufacturer barcode to track inventory

Problem group: Incorrect label - Product related

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.

  • Label your products one at a time
  • Make sure the label title matches the corresponding 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

  • Cover any original barcodes. When affixing an X00-label, cover the entire, original manufacturer's barcode (UPC, EAN, JAN, ISBN) with your label (no other barcodes should be visible).
  • Use the right label and size and type. Item labels must measure 1" x 2-5/8". If you are printing your own barcode labels, be sure to use a format of Code 128A.
  • Please ensure a 0.25" minimum quiet zone before and after the barcode.

Printer requirements

  • Use a laser printer for your labels. Inkjet printers are more susceptible to smearing and blurry images.
  • Clean your printer. Many labeling errors are caused by dirty printer heads.

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:

  • You cover all other visible barcodes with the exception of any serial number barcodes.
  • You place the barcode on the outside of any prep materials.
  • You do not place the barcode on a curve or corner of the package.
  • Each item in a case pack has an Amazon barcode, and any barcodes on the case have been removed.

For more information, see:

Problem group: Other label problems - Product related

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.

  • Label your products one at a time.
  • Make sure the label title matches the corresponding product.
  • Verify that your products have a physical, scannable barcode (UPC, EAN, JAN, ISBN, etc.).
  • Ensure proper label placement. Make sure that the labels do not fold over edges or curves.

For more information, see:

Problem group: Unplanned prep - Bagging

Note: Please also see our Inventory Prep Requirements video.
Tip: If you want Amazon to do your product prep for a per-unit fee, go to the Optional Services page and enable FBA Product Prep. For more information, please see FBA Prep Service.
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

  • The thickness of the bag must be at least 1.5 mil (thousandth of an inch).
  • Polybag or shrink wrap must not protrude more than 3" past the dimensions of the product.
  • The polybag must be transparent.
  • Polybags must be completely sealed.

Polybag label requirements

  • The polybag must have a barcode (UPC, EAN, JAN, etc.) or X00-label that is scannable through the bag or have an X00- or ASIN-label on the outside of the bag.
  • Polybags with a 5" opening or larger (measured when flat) are required to have a suffocation warning, either printed on the bag itself, or attached as a label.

Specific categories that may require polybags include:

  • Liquids
  • Pellets, powders, and granular
  • Plush
  • Baby products
  • Apparel, fabric, and textiles
  • Jewelry
  • Small products

If you do not find your specific issue above, see Packaging and prep requirements.

Problem group: Unplanned prep - Bubble wrap

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:

  • Liquids
  • Sharp items
  • Glass, ceramic, breakable, and fragile items

For additional information, see:

Problem group: Unplanned prep product related

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:

  • Seal a polybag
  • Seal the cap of a liquid
  • Seal bubble wrap
  • Seal a box that can easily open
  • Seal loose products together

Also see Prepare your products for FBA shipping

Problem group: Inaccurate box count

Note: The Box Content Information program is not live in Australia yet, so the below content might not apply.

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:

  • Unit quantity of each SKU per box
  • Expiration dates (if applicable)
  • Box weight and dimensions

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 group: Inaccurate item quantities in box

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 provide box content information in the Prepare Shipment step of the shipment creation workflow, or by uploading an XML file via Amazon Marketplace Web Service (Amazon MWS).

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 group: Unexpected items in box

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:

  • Unit quantity of each SKU per box
  • Expiration dates (if applicable)
  • Box weight and dimensions

Box content information is provided at the Prepare Shipment step of the shipment creation workflow.

  • If you wish to send additional items after finalizing a shipment, you must create a new shipment.
  • If you cannot send the products originally planned in your shipment, please delete the shipment and create a new one.

For more information, see Box content information for FBA shipments to Amazon

Problem group: Unexpected items in shipment

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.
  • Before sending your inventory, you must list all individual items in the shipment on the purchase order.
  • When labeling your items, please verify that the label affixed on the item matches the item.
  • Pay extra attention to subtleties such as size and color variations.

Also see, Set quantity for shipments to Amazon

Problem group: Inaccurate quantities in shipment

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.

  • If you wish to send additional items after finalizing a shipment, you must create a new shipment.
  • If you cannot send the products originally planned in your shipment,delete the shipment and create a new one.

Also see Set quantity for shipments to Amazon

Problem group: Product listing problems

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.

  • Use 50 characters maximum, generally. Some product categories allow longer titles, see category-specific instructions for more details.
  • Capitalize the first letter of each word
  • Do not use all caps
  • Do not use capital letters for and, or, for, the, a, an
  • Do not capitalize prepositions with fewer than five letters (in, on, over, with)
  • Use numerals (2 instead of two)
  • Spell out measurements (6 inches not 6")
  • Do not use symbols, such as ~ ! * $ ?
  • Do not use characters (Æ, ©, ô, etc.)

Product information

  • Include the size and color in "child" ASINs for variations. See the Variation Relationships help page for more information.
  • Do not include price or promotional messages, such as "sale" or "free ship"
  • Do not use subjective commentary, such as "Hot Item" or "Best Seller"
  • Your merchant name for brand or manufacturer information should not be included, unless your product is Private Label

For more information, see FBA Product Title Requirements

Problem group: Transportation-related problems

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.

  • Adhere to the split shipments set up in your account. Different products are shipped to different locations in order to maximize efficiency.
  • Verify that your shipment label is in a clear and visible location.
  • This issue may occur when your carrier delivers the shipment to the wrong location. Work with your carrier to ensure that your shipment is delivered to the address on the shipping label.
  • Some fulfillment centers may share a zip code. Be sure to print the correct address on the shipment label if you are identifying the fulfillment center location by the zip code.

For more information, see:

Problem group: FBA restricted items

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.

  • Certain products cannot be listed for sale on Amazon.
  • Some products may be eligible for sale on Amazon, but cannot be sold through the FBA program.
  • Some products cannot be sold as a matter of compliance with legal or regulatory restrictions (for example, prescription drugs).
  • Specific product content is prohibited as a matter of Amazon policy (for example, crime scene photos).

Be sure to review the other sections below for additional product requirements and restrictions:

Problem group: Damaged products

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

  • Foam sheets or cushioning
  • Air pillows
  • Bubble wrap
  • Full sheets of paper

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 group: Canceled, misrouted, incomplete shipments

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:
  • Refuse to accept future shipments and return them to you at your cost.
  • Suspend your ability to create new shipments.
  • Repackage or re-label your shipments and charge you a fee for doing so.

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 group: Other problems – Product and shipment related

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.

  1. In Seller Central, go to the Inventory tab and select Manage FBA Shipments
  2. On the Shipping Queue page, click Track shipment to the right of the shipment
  3. On the Shipment summary page, go to Problem details

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