Unplanned services

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.

Note: We have not yet launched all FBA features in the Netherlands. For review of your Inbound Performance, please switch to the Seller Central DE view through the country dropdown. If you already manage FBA Shipments for other marketplaces, you can also view Inbound Performance through the marketplace you normally use.

Inbound performance coaching levels

Additional coaching or product prep requires resources. For repeated instances of the same problem group, Amazon escalates your coaching level (Standard, Elevated, Critical).

Note: Amazon escalates your inbound performance issues by problem group. For more information, see Inbound performance summary.

How to see your coaching level escalations

Follow the steps below to see your current coaching level and escalation criteria.

In Seller Central, go to the Shipping Queue page and click Track shipment to the right of the delivery with problems
On the Delivery summary page, go to the Problems tab and click View Details and scroll to Coaching Details
Check your Problem Rate and the Maximum Permitted Problem Rate for the particular problem group
Amazon calculates the problem rates below over a four-month period:
- Problem rate (delivery-level): Number of deliveries with problems / total number of deliveries sent
- Problem rate (item-level): Number of items with problems / total number of units
If your problem rate exceeds the maximum permitted problem rate, we escalate you to the next coaching level for that problem group.

Example of coaching level escalation and de-escalation

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
14 April	0.01%	Standard	2	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
20 April	0.40%	Standard	6	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
25 October	0.20%	Elevated	5	Problem rate below the maximum permitted problem rate (0.20% < 0.36%) for the last four months (20 June to 20 October)

How to de-escalate your coaching level

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.

Note: If you do not send inventory during the four-month period, you are not eligible for de-escalation.

View unplanned service fees for a shipment

You can view all of your unplanned service fees in the following four locations:

On your Inbound Performance report see the fees column.
On your Shipping Queue page, click Track shipment to the right of the shipment with problems. On the Shipment summary page, go to the Problems tab.
On the Manage Your Payments page, go to the Transaction view tab, filter view for Service Fees, then find Unplanned Service fees in the Product Details column.
For an overview of all receipt-related problems, see the Inbound performance summary page.

Disputing Unplanned Service fees

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.

Note: We will only consider investigation requests you submit within 14 days of the problem report date.

View disputed unplanned service charge reimbursements

You can see your service fee reimbursements in the following Seller Central locations.

The Fees column of your Inbound Performance report. Fee reimbursements appear as a negative fee adjustment.
The Reason column of your Reimbursements report

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.

Unplanned services

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