This article applies to selling in: Australia

Inbound performance alerts and feedback

When you comply with Fulfilment 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 fulfilment centre.

Amazon notifies you about problems with your inventory shipments in the following three ways:

  • Inbound performance alerts
  • Inbound performance feedback in Seller Central
  • Email notifications

Performance alerts and feedback provide visibility into issues with your shipments. You can use the feedback to avoid problems in the future.

Note: You may be charged per-unit fees for services to resolve shipment issues and to receive your products. For more information, see Unplanned services.

Inbound performance alerts

Alerts display as banners on both your Seller Central homepage and in your Shipping Queue.

If you send us a shipment or product that does not comply with our shipping requirements, we typically send you an inbound performance alert, and we may suspend your ability to send additional shipments of affected products until you resolve the issues.

Inbound performance alert – product-related

When there are ASIN-related problems, Amazon suspends the ability to include that ASIN in new shipments until you have resolved the problem. You will still be able to create shipments for other ASINs.

You may receive alerts for the following product-related issues.

Category Problem types
Prep-related problems Poly bagging required Taping Opaque bagging required Bubble wrap required
Label-related problems Suffocation sticker required Barcode label missing Label required Barcode label inaccessible
Label- and shipping-related problems Barcode label unscannable Barcode label mislabeled Expiration issue Product damaged upon arrival
Quantity-related problems Inaccurate item quantity in box Unexpected items found in box Unexpected item found in shipment Additional units encountered
Inventory placement problems Product or shipment sent to the wrong fulfillment center

Inbound performance alert – shipment-related

When any of the problem types listed below takes place, Amazon suspends your shipment creation and modification abilities until you acknowledge and resolve the problem.

You may also receive shipment alerts for the following shipment-related issues.

Category Problem types
Safety and packaging problems Shipping box overweight Shipping box oversized Electrical hazard Sharp products hazard
Spilled products hazard Unacceptable pallet condition Improper packing materials Shipment ID not included on shipping boxes
Label-related problems Barcode label mislabeled Barcode label unscannable Suffocation sticker required Label required
Label/inventory placement problems Barcode label missing Barcode label inaccessible Product or shipment sent to the wrong fulfillment center
FBA restricted products/quantity-related problems Restricted item Inaccurate number of boxes

Resolve the problem

If we suspend your shipping capabilities due to an inventory shipment issue, you can apply for the restoration of shipment creation privileges for that product by either acknowledging the problem or submitting an investigation request.

Acknowledge the problem

Follow the steps below to Acknowledge problems in Seller Central.

  1. On the Shipping Queue page, click Track shipment to the right of the shipment with problems.
  2. Click Resolve to see the problem details.
  3. On the Shipment summary page, go to the Problems tab to see specific shipment- or product-related problems.
  4. To finish, click Acknowledge.

If you try to add a suspended product to a shipping plan on the Manage Inventory page, you will receive an error message if you have not acknowledged the problem.

On the Manage Inventory page, click Resolve Now to review and acknowledge the problem.

Note: We remove suspensions once you acknowledge the product or shipment with problems.

Submit and view an investigation

If you believe that a problem did not occur as described, follow the steps below to submit an investigation request.

On the Shipping Queue page, click Track shipment to the right of the shipment with problems. Then, on the Shipment summary page, go to the Problems tab, and click Resolve then Submit Investigation.

  1. Review the problem as reported. If applicable, we provide photos from the fulfillment center, as well as guidance on how to avoid the problem.
    Important: For product prep issues, please check item classifications to verify the exact prep required for your product. For more information, see FBA Prep Video Tutorials.
  2. Click Submit Investigation to submit the request. We may request additional information from you.
  3. Wait three days. Once your submission is complete, we create a case and you will receive an email confirmation within three business days.
Note: You must submit a problem investigation request within 30 days of the date we notify you of the problem.

Follow the steps below to see the status of your dispute.

On the Shipment summary page, go to the Problems tab, click Resolve, then Submit Investigation. You can also review the dispute in your case log in Seller Central.

Review the Inbound Performance report

The Inbound Performance report provides specific shipment-level details of problems identified with inbound shipments to Amazon fulfilment centres. If you have any ASINs that have been suspended due to an inbound performance alert, you can view this information in the report as well. For more information, see Inbound Performance Report.

Sign in to use the tool and get personalised help (desktop browser required). Sign in


Reach Hundreds of Millions of Customers

Start Selling On Amazon


© 1999-2022, Amazon.com, Inc. or its affiliates