Inbound performance alerts and feedback
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.
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.
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.
See the Acknowledge the problem and Submit and view an investigation sections below for details about how to resolve shipment performance 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.
- On the Shipping Queue page, click Track shipment to the right of the shipment with problems.
- On the Shipment summary page, go to the Problems tab to see specific shipment- or product-related problems.
- Click Resolve to see the problem details.
- 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.
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.
-
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.
- Click Submit Investigation to submit the request. We may request additional information from you.
- Wait three days. Once your submission is complete, we create a case and you will receive an email confirmation within three business days.
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.
Inbound performance feedback in Seller Central
Shipping queue and shipment summary
You can see the status of all your shipments in the Shipping Queue. If there are problems with a specific shipment, you will see a red notification in the Name column.
Click Track shipment then the Problems tab to see the following details.
- A list of merchant SKUs
- The problems associated with them
- The quantity of affected units
- Coaching level
- Fees (if applicable)
To see additional details and an image (if applicable) of the defect click Resolve Now/View Details.
Inbound performance summary and report
- Go to the Inbound Performance Summary tool to see your specific receiving issues
- See Inbound Performance Summary help page for an of overview of all problems related to your shipments
- See Inbound performance report for detailed, shipment-level information.
- Please also see Inbound performance help page for additional information
Email notifications
In addition to alerts and feedback in Seller Central, Amazon sends email notifications about shipment issues.
We typically send one email notification per problem type for each shipment with issues.
For example, three of your shipments arrive at a fulfillment center on the same day, and there are issues with two of them.
- The first shipment has five items with unscannable labels. This generates one email notification.
- The second shipment has one unscannable label and one item that was missing a label. This generates two notifications—one for the unscannable label and one for the missing label.
The email notification includes the shipment name, number, and date of receipt. We also provide a link to the shipping queue, so you can review the problem details.
Email Performance alert notifications details
For product-level performance alerts, we typically send an email notification for each product subject to shipment creation suspension.
The notification summarizes problems we have identified with that product in the previous 90 days, along with the quantity of items affected.
We also provide a link to the affected shipment's Problem Summary page, so you can review the details and acknowledge the problem.
For shipment-level performance alerts, you receive a single email informing you that your shipment abilities are suspended.
The email notification includes the shipment ID, the problems encountered, and a link to the Problem Summary page.
- On the Seller Central home page, go to Settings in the upper right and select Notification Preferences.
- Click Edit to the right of Order Notifications.
- De-select Inbound Shipment Problem Notifications and Save.
