Multi-Channel Fulfilment: Fulfil orders for your sales channels

Amazon Multi-Channel Fulfilment (MCF) fulfils orders for your sales channels at the same delivery speed as Fulfilment by Amazon (FBA). For more information, go to Multi-Channel Fulfilment.

MCF offers two delivery speeds: standard and expedited. The delivery time for each delivery speed is calculated as the time from when an order is placed to when it is delivered to the buyer. Tracking information is available as soon as an order is packed for shipment at our fulfilment centre.

Delivery times may be longer in the following scenarios:

• Inventory was shipped from your location but is not yet received and added to your inventory at the fulfilment centre
• Inventory was transferred from one fulfilment centre to another, as shown in the Reserved column on FBA Inventory
• Orders were shipped to islands or remote destinations

The delivery times in the following table apply to standard-size items that are received and stored in a fulfilment centre and orders that are shipped within mainland UK.

Order-to-delivery speed	Delivery time
Expedited	2 business days
Standard	4 business days

Exporting orders to customers outside of the UK is currently not available.

Multi-Channel Fulfilment fulfils orders from outside of Amazon, including your own website. You can create MCF orders through our quick order form, bulk order upload or API integrations with providers such as Shopify, ChannelAdvisor, ShipStation and WooCommerce.

To request an order cancellation, follow these steps:

1. Go to Manage Orders.
2. In the search box, enter the MCF order ID and click Search.
3. Click the order ID link in the Order Details column.
4. On the MCF Order Details page, click Cancel this order, if available.

Cancel this order may not appear in certain cases. For example, it may not appear if the order was already packed, or if a tracking number was generated and the order was shipped. In these cases, the order cannot be cancelled.

You are not charged for MCF orders that are successfully cancelled before shipping. If some items in an order have shipped, or have returned to Amazon before reaching customers, fees for the shipped items will apply. MCF doesn’t offer the option to intercept an order after it’s been shipped.

Once an MCF order has been submitted, the order details cannot be changed, including the products, quantity, recipient name, or delivery address. Before you place an order, make sure that you confirm with the customer that the address provided is accurate. We are not responsible for any delivery failures that result from incorrect information submitted during order creation, and such orders are ineligible for reimbursement.

MCF charges fulfilment fees for domestic orders.

The MCF unbranded packaging programme offers sellers the ability to ship sortable MCF orders in unbranded packaging at no additional fee. The packaging materials, including boxes and tape, do not contain Amazon branding. As a MCF seller, you will be automatically enrolled in the programme, and we will aim to ship your orders in unbranded packaging. The unbranded packaging is available for sortable inventory that does not exceed 45.72 x 35.56 x 20.32 cm or 9 kg.

You can now choose which of your orders ship in unbranded packaging at no additional fee based on your ecommerce channel requirements. Select the Only ship in unbranded packaging option on the Seller Central order creation page or via your integration interface when placing an order, and if your inventory is in a fulfilment centre that supports unbranded packaging, we will ship your order. If not, we will reject the order. Even if you do not select this option, your eligible sortable inventory that can ship in unbranded packaging, will continue to ship in unbranded packaging. This feature gives you the option to ship a particular order without Amazon branding.

We are actively working to improve our capabilities so that all MCF orders are fulfilled with unbranded packaging.

FAQ

How does the MCF unbranded programme work?

MCF unbranded packaging order fulfilment works in simple steps as follows:

• Inbound shipment creation: Send your inventory to Amazon fulfilment centres using the standard send process you follow for MCF. MCF will automatically place your inventory in the Amazon network for unbranded packaging fulfilment.
• Order routing: MCF orders will be prioritised to ship in unbranded packaging when inventory is available for unbranded packaging.
• Select specific orders: If you want specific orders to ship in unbranded packaging, select Only ship with unbranded packaging option on the order creation page when placing an order through the Seller Central or via your integration interface, and if your inventory is in the fulfilment centre that supports unbranded packaging, it will ship your order.

  If your inventory is not available in an unbranded packaging fulfilment centre or does not comply with the sortable inventory dimensions mentioned in the point below, you order will be rejected.

  Note: On Seller Central order creation page, you can only select this option on single order creation.
• On all other orders: We endeavour to ship all sortable items that do not exceed 45.72 x 35.56 x 20.32 cm or 9 kg.

Are there any exclusions on which items can be shipped in unbranded packaging?

The unbranded packaging is available for sortable inventory that does not exceed 45.72 x 35.56 x 20.32 cm or 9 kg.

Will this apply to my orders across the European Fulfilment Network?

Yes, this programme is also applicable to European Fulfilment Network orders.

I want to begin using MCF to fulfil my off-Amazon orders. How do I get started?

To get started, you can use your existing FBA inventory and place an order on MCF in one of three ways – place a single order via Seller Central, place a bulk order via Seller Central, place orders via 3P integrations.

Get started with Multi-Channel Fulfilment now.

You’re eligible for reimbursements on your MCF orders if we determine that they’ve been lost or damaged. You have up to 90 days after the promised delivery date to submit your claim for any lost or damaged items on your MCF orders. Check the status of your existing reimbursements on the Reimbursements report or the Payments dashboard.

You are ineligible for reimbursements if any of the following apply:

• You use MCF as a way to remove items from a fulfilment center. Instead, create a removal order. For more information, go to Remove inventory (overview).
• You use MCF as a way to fulfill Amazon orders. Instead, use FBA. For more information, go to Get started with Fulfilment by Amazon (FBA).
• Your MCF orders are marked as delivered by the carrier.

MCF fulfilment fees (inclusive of pick, pack, and ship) are not eligible for reimbursement.

How we calculate reimbursement value

If your item qualifies for a reimbursement, our goal is for the reimbursement amount to match your estimated proceeds from a sale of that item. If we don't have enough information to calculate the estimated sale price of a unit using a comparison of several price indicators, we will assign an estimated sale price based on the price of a comparable product. We may ask you for additional information or documentation to help us determine that value.

Why we use referral and FBA fulfilment fees to calculate MCF reimbursements

Referral fees are not charged for MCF orders. When we estimate the proceeds of a sale, we start with an estimated sale price. Because MCF orders occur outside of the Amazon website, we don’t have a record of the sale price. Therefore, we determine the estimated sale price based on your FBA sales, and we use the fees that are applicable to FBA sales to determine a fair estimation of the proceeds of sale.

To initiate a return to Amazon, follow these steps:

1. Go to Manage orders.
2. In the search box, enter the Multi-Channel Fulfilment order ID and click Search.
3. Click the order ID link in the Order details column.
4. On the Multi-Channel Fulfilment order details page, click the Return tab.
5. Select the return quantity for the items that the customer wants to return.
6. Indicate the return reason for one or multiple items.

The return merchandise authorisation form will then be generated. The form contains the following two sections:

• Return mailing label: A label that contains the address of the fulfilment centre that will be receiving and processing the return. Ask the customer to affix the label on their return parcel.
  Note: Postage is not provided on the return mailing letter. You or the customer are responsible for purchasing and producing the return label.
• Return authorisation slip: A form that contains a barcode and item description for the products being returned. The slip must be included inside the return parcel alongside the items.

When a return is received at a fulfilment centre, our associates validate the state of the product. If it’s deemed to be in a sellable condition, we add the unit back into your Amazon inventory. If the unit is unsellable, you must follow our removal procedure to receive the defective product. For more information, go to Required removals.

It may take up to seven days to process the return and add the unit to your inventory once the unit has been delivered to a fulfilment centre.

After you’ve initiated a return, click Return status on the Multi-Channel Fulfilment order details page for information on the return. You can also view this information on the FBA Customer Returns report. On this page, enter the Multi-Channel Fulfilment order ID in the Amazon order ID field and select Last 365 days in the Event date drop-down menu. The report will show if the return has been received by Amazon and the disposition of the item.

In some cases, a unit may be returned to a fulfilment centre by the carrier. This may occur because an item was damaged during transit, an item was undeliverable due to an incorrect address, the buyer refused delivery or other reasons. In these cases, it may take up to seven days from the last tracking update to add the returned units back into your inventory.

If your order is not delivered within seven days after the estimated delivery date, you are eligible to file for lost reimbursement by contacting Selling Partner Support. You have up to 90 days after the promised delivery date to submit your claim, which must include all three of the following:

• Order ID
• Proof of the original non-Amazon order, such as a screenshot of your Shopify order. The order must include the customer's name and address.
• Proof of refund or replacement provided to the customer, including the customer’s name and address.

If any items in your order are wrong, missing or damaged in transit to the buyer, you can file for reimbursement by contacting Selling Partner Support. To receive a reimbursement, you must provide photographic proof of the damaged item, wrong items or missing items in the parcel.

When you submit a reimbursement claim for an order that contains damaged, wrong or missing items, you must provide all five of the following:

• Order IDs, ASINs or FNSKUs of the damaged, wrong or missing items, and quantities of each affected item
• Proof of the original non-Amazon order, such as a screenshot of your Shopify order. The order must include all ASINs and corresponding quantities, as well as the buyer’s name and address.
• Proof of refund or replacements provided to the buyer, including the buyer’s name and address
• Images of the shipping box or envelope and all shipping labels
• The following information, depending on the issue:
  • For damaged items, images of the whole item (including the damage), shipping box and all shipping labels. For electronics, such as TVs and printers, include images of the serial and model numbers.
  • For wrong items, images of the incorrectly received item showing the ASIN, FNSKU and licence plate number (LPN) sticker. If available, include images of the model number and serial number.
  • For missing items, if available, images of empty product packaging