When you comply with Fulfillment by Amazon’s Packaging and prep requirements and Shipping and routing requirements and ensure that your carriers and suppliers also follow them, it enables efficient and accurate receipt and storage of your inventory at the fulfillment center.
When there are problems receiving inventory at the fulfillment center, we perform unplanned services to successfully process products into your sellable inventory. This may cause costly delays and affect your ability to sell products quickly.
See Inbound performance summary for further details on problems with shipments received in Amazon fulfillment centers and the action to take to avoid these issues in the future.
Additional coaching or product prep requires resources. For repeated instances of the same problem group, Amazon escalates your coaching level (Standard, Elevated, Critical).
Follow the steps below to see your current coaching level and escalation criteria.
The following table provides an example of coaching level escalation and de-escalation for problem group Unplanned Prep – Bagging. The maximum problem rate permitted for this problem group is 0.36%.
Problem date | Your problem rate | Coaching level | Problem quantity | Notes |
---|---|---|---|---|
14 April | 0.01% | Standard | 2 | First instance for this problem group |
There is a 21-day grace period where we do not escalate you further for this group. | ||||
20 April | 0.40% | Standard | 6 | No escalation |
You are still within the 21-day grace period (beginning 14 April) | ||||
10 May | 0.50% | Elevated | 5 | Coaching level escalated |
Problem rate exceeds the maximum permitted problem rate (0.50% > 0.36%) | ||||
Outside the 21-day grace period (beginning 14 April) | ||||
20 June | 0.50% | Critical | 10 | Coaching Level escalated |
Problem rate exceeds the maximum permitted problem rate (0.50% > 0.36%) | ||||
Outside the 21-day grace period (beginning 10 May) | ||||
25 October | 0.20% | Elevated | 5 | Coaching level de-escalated |
Problem rate below the maximum permitted problem rate (0.20% < 0.36%) for the last four months (20 June to 20 October) |
If your problem rate remains below the maximum permitted problem rate for a four-month period from the first date of escalation (20 June in the example above), we lower your coaching level by one.
You can view all of your unplanned service fees in the following four locations:
You may submit an investigation request if you believe we charged you an unplanned service fee in error. If you do so, we will verify the current prep guidance against your specific product or the issue reported at the fulfillment center.
For more information, see the Submit an investigation request section of Inbound performance alerts and feedback.
You can see your service fee reimbursements in the following Seller Central locations.
You should receive your reimbursement on the next scheduled Amazon payment. If you do not, view the status of the dispute in your Case Log . Search for the relevant case and click View or Respond.