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This article applies to selling in: United Kingdom

Inbound performance summary

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 fulfilment centre.

When we cannot receive products at the fulfilment centre due to any of the problems detailed on this page, we perform unplanned services to successfully process your inventory, at your cost.

We provide shipment-level details of any problems with your shipments in the following Seller Central locations.

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

For detailed coaching-level escalations and their corresponding corrective actions by problem type, see the Unplanned services help page.

Note: Amazon escalates your inbound performance issues by Problem group.

Field definitions and examples

Performance measurement unit For example, whether the problem occurred at the unit, box or shipment level
Problem group

We group similar problems together. For example:

  • Safety issues – box-related
  • Label missing – box-related

Defect rate calculation and Coaching level escalations based on Problem Group

Problem type Detailed description of any issue identified in your shipments
Coaching level The coaching level for a particular problem group. For example, standard, elevated or critical.
Problem units Quantity of units with the identified problem type
Total inbound performance alerts Quantity of inbound performance alerts by problem type
Total unplanned service fees Unplanned service fees charged by problem type
Shipment problem details Specific shipment-level detail of issue

Problem group: Safety problems – Box-related

Problem type Problem description How to avoid the problem
Shipping box overweight One or more boxes in your shipment exceeds the maximum weight limit.

Boxes should not exceed the standard 23 kg, unless they contain one single oversized item that exceeds 23 kg.

Individual cartons weighing more than 15 kg must be marked Heavy Package (viewable from both the top and sides of each heavy-weight container). Cartons weighing more than 23 kg must be broken down into smaller shipment weights.

See Shipping and routing requirements

Shipping box oversized One or more boxes in your shipment exceeds the maximum dimensions.

Weigh and measure your boxes before sending them to an Amazon fulfilment centre.

Carton dimensions should not exceed 63.5 cm on any side, unless the dimension of a single deliverable unit exceeds 63.5 cm in itself.

For additional information, see Shipping and routing requirements

Problem group: Safety problems – Product-related

Problem type Problem description How to avoid the problem
Electrical products hazard One or more items in your shipment included electrical products without proper packaging.

Package batteries and hard drives to prevent shocks, short circuits or sparking.

  • Batteries must be packaged so that their terminals do not touch during any part of the fulfilment process. Unprotected battery terminals can lead to short circuits or potential sparking.
  • Hard drives and all other shock-sensitive units must be packaged individually in protective material (such as bubble wrap). For more information, see Packaging requirements

For additional information including how-to videos, see

Sharp products hazard One or more products in your shipment included an incorrectly packaged sharp item.

Sharp items must be packaged so that the sharp or pointed edge will not become exposed during any part of the fulfilment process.

  • Sharp items: the blades must be covered to prevent sharp objects from being accidentally left in boxes.
  • Fragile items: must be packaged in either a solid six-sided box, or completely secured in bubble wrap, so that the items are not exposed in any way.

Ensure that the outer packaging does not have sharp edges or corners.

For additional information and how-to videos, see:

Spilled products hazard

One or more products in your shipment contained a product that can spill. This includes:

  • liquids
  • pellets
  • powders
  • granulars
  • loose products

Products that can spill may cause damage during shipping and when stored

  • Liquids: Products containing liquids without a double seal, including viscous products (such as honey), must be packaged securely to avoid the product from spilling

For more information, see Packaging Products Containing Liquids.

Dry Goods: have to pass the Vigorous Shaking test (the package must not leak pellets or granular material after 30 seconds of vigorous shaking).

For drop-test instructions and additional information, see Packaging Pellets, Powders, and Granular products.

Products that are contained in loose packaging, such as sleeves, pouches or unsecured bags or boxes, may be separated during the fulfilment process.

  • Loose Products: Loose products require bagging, or need to be secured with a non-adhesive band or removable tape.

For more information, including a how-to video, see Loose Products

Problem group: Safety problems – Pallet-related

Problem type Problem description How to avoid the problem
Unacceptable pallet condition Pallets cannot be properly unloaded and received.

Stacking

  • Stack boxes on your pallets to ensure that they can be properly unloaded and received.
  • Place heavier boxes at the bottom, so that they do not damage boxes containing lighter products beneath them.
  • Stacked pallets should be able to stand on their own without the help of associates or stretch-wrap.

Weights and dimensions

  • Single pallets must not be taller than 180 cm, including the height of the pallet
  • Amazon only accepts the following types of pallet:

    In all EU countries – 800x1200 mm Euro/CHEP certified DIN 15146

    In the United Kingdom only – 1000x1200 mm 4-way access wood pallets, GMA grade B or higher.

  • The contents must not overhang the pallet edge
  • The total weight of the pallet must not exceed 500 kg

Packaging and labelling

  • All pallets must be wrapped in plastic with a "do not break stretch-wrap" or "do not break down" notification to the carrier.
  • Each box on the pallet needs its own FBA shipment label. In addition, each pallet needs four labels in the top centre of each side of the pallet.
  • Once the pallet is wrapped, place a shipment label squarely in the top centre on all four sides of the pallet.
  • Boxes must not be secured or bundled together using plastic straps or tape.

For more information, see Arranging for an LTL or Truck Load Delivery to Amazon.

Shipping and routing requirements

Problem group: Unplanned prep – Box-related

Problem type Problem description How to avoid the problem
Improper packing materials (dunnage) One or more boxes in your shipment contained unacceptable packing materials (dunnage). Ensure that you use appropriate dunnage, so that we receive your products quickly and easily.

The following packing materials are not allowed:

  • All types of packing peanuts
  • Crinkle wrap
  • Shredded paper

Accepted packing materials include:

  • Foam sheets or cushioning
  • Air pillows
  • Full sheets of paper

Also see Shipping and routing requirements.

Problem group: Label missing – Box-related

Problem type Problem description How to avoid the problem
Shipment ID was not included or is unscannable on shipping boxes

One or more boxes in your shipment did not include its own FBA shipment label or the FBA shipment label cannot be scanned.

Each box or pallet that you send to a fulfilment centre must have a shipment label. Make sure that your shipment ID labels are uncovered, fully visible and scannable before sending your shipments to Amazon Fulfilment Centres.

Label requirements

  • Print the full set of labels. Because each label is unique, do not photocopy, reuse, or modify labels for use on additional boxes
  • Each box you include in the shipment must have its own FBA shipment label. In addition, each pallet that you send needs four labels, one in the top centre of each side.
  • These labels must be printed from your Shipping Queue. As an alternative, you can create your own labels, but they must match the Amazon MWS Fulfilment API Developer Guide specifications for creating your own shipping labels.
  • If you are shipping multiple case-packs in a master carton, apply the unique shipping label on the master carton that you are using to ship the products to the Amazon fulfilment centre.
  • You do not need to apply the unique shipping labels to the individual case packs inside the master carton.
  • If your shipment is in pallets, you must ensure that each box on the pallet has its own FBA shipment label. This is in addition to the four labels in the top centre of each side of the pallet.

Label dimensions and placement

  • Labels must respect the supported measure
  • The FBA shipment label and the carrier label (UPS, FedEx or other) should both be placed on a flat surface of the box.
  • Both labels must remain uncovered. Do not place labels on a seam, over an opening of the box or over edges or corners, as they will be damaged when the box is opened.

For more information, see Send FBA inventory to Amazon

Shipment Label Requirements

Problem group: Label missing – product-related

Note: The table below provides information about labelling issues. To avoid these issues, please also see our Inventory Labelling Requirements video.
Tip: If you do not want to label your products yourself, Amazon will apply them for you, for a per-unit fee. For more information, visit FBA Label Service.
Problem type Problem description How to avoid the problem
Amazon barcode missing One or more of the products in your shipment arrived without the required scannable Amazon barcode, also known as an X00 label or FNSKU. The Amazon barcode is an identifier that fulfilment centres use to identify individual offers for a specific ASIN.
  • If you chose to use an Amazon barcode when you created a listing for a product to be fulfilled by Amazon, you must put the correct X00 label on the product. You can print Amazon barcodes from the Label Products page when you create a shipment or at any time from the Manage Inventory page.
  • Make sure the label title matches the corresponding unit, and label your units one at a time.
  • Cover the entire original manufacturer barcode with your X00 label, and make sure the barcode is visible so it can be scanned at the fulfilment centre.
  • For more information, see Use an Amazon barcode to track inventory.

Manufacturer barcode missing One or more of the products in your shipment arrived at the fulfilment centre without the required scannable manufacturer barcode (GCID, UPC, EAN, JAN or ISBN). Amazon will always use the manufacturer barcode to track your inventory throughout the fulfilment process, unless you change your barcode setting.
  • Make sure your products have a physical barcode (GCID, UPC, EAN, JAN or ISBN) that is visible so it can be scanned at the fulfilment centre.
  • If an ASIN qualifies for tracking by the manufacturer barcode but does not have a physical barcode, you can print labels by going to the Inventory Amazon Fulfils page and selecting Print item labels from the Action on drop-down menu.
  • Make sure the label title matches the corresponding unit, and label your units one at a time.
  • For more information, see Using the manufacturer barcode to track inventory.

Suffocation warning missing Suffocation warning labels are required for poly bags with an opening that is 5 inches or larger (measured when flat).

Suffocation warnings must be printed in a legible font size for the size of the bag and placed in a prominent location.

Example warning

WARNING: To avoid danger of suffocation, keep this plastic bag away from babies and children. Do not use this bag in cots, beds, prams or playpens. This bag is not a toy.

Also see Toys, Plush Items and Sports Products

Problem group: Incorrect label – Product-related

Problem type Problem description How to avoid the problem
Unit mislabelled The item arrived with a barcode that does not match the physical product.

Ensure that the right label is affixed to the right product.

  • Label your products one at a time.
  • Make sure that the label title matches the corresponding product

For additional information, see:

Barcode cannot be scanned One or products in your shipment had barcodes that were smudged or smeared and could not be scanned at the fulfilment centre.

Verify that your products have a physical, scannable barcode (UPC, EAN, ISBN, and so on).

Label placement and size

  • Cover any original barcodes. When affixing an X00 label, cover the entire original manufacturer's barcode (UPC, EAN, ISBN) with your label (no other barcodes should be visible).
  • Use the right label and size and type. All Amazon barcodes must be printed in black ink on white, non-reflective labels with removable adhesive. Dimensions must be between 25.4mm x 50.8mm and 50.8mm x 76.2mm (1” x 2" and 2” x 3")
  • Ensure that there is sufficient white space around the Amazon barcode and related text (6.4mm / 0.25" on the sides and 3.2mm / 0.125" at the top and bottom)

Printer requirements

  • Use a laser printer for your labels. Inkjet printers are more susceptible to smearing and blurry images.
  • Clean your printer. Many labelling errors are caused by dirty printer heads.

See:

Barcode is not accessible by scanner Due to poor label placement or prep (such as bubble wrap), your barcode is not scannable.

Make sure that the labels lie flat and do not fold over edges. Ensure that there is a minimum quiet zone before and after the barcode (6.4mm / 0.25" on the sides and 3.2mm / 0.125" at the top and bottom)

When you are ready to affix barcodes to your products, make sure that:

  • You cover all other visible barcodes with the exception of any serial number barcodes that uniquely identify the item (for example, IMEI barcodes on mobile phone packaging).
  • You place the barcode on the outside of any prep materials.
  • You do not place the barcode on a curve or corner of the package.
  • Each item in a case pack has an Amazon barcode, and any barcodes on the case have been removed.

For more information, see:

Problem group: Other label problems – Product-related

Problem type Problem description How to avoid the problem
Labelling required

There was an issue with inventory labels.

We performed unplanned prep at the fulfilment centre.

  • Label your products one at a time.
  • Make sure that the label title matches the corresponding product.
  • Verify that your products have a physical, scannable barcode (UPC, EAN, ISBN, and so on).
  • Ensure proper label placement. Make sure that the labels do not fold over edges or curves.

For more information, see:

Problem group: Unplanned prep – Bagging

Note: See our Inventory Prep Requirements video.
Tip: If you want Amazon to do your product prep for a per-unit fee, go to the Fulfilment by Amazon Settings page and enable FBA Product Prep in Optional Services. For more information, see FBA Prep Service.
Problem type Problem description How to avoid the problem
Bagging Items in your shipment did not include the required poly bagging.

Poly bags used to protect items must meet the following requirements.

Note: If a unit is poly bagged, it may also require a label if the bag prevents the barcode from being scanned.

Poly bag requirements

  • The poly bag must be transparent.
  • Poly bags must be completely sealed.

Poly bag label requirements

  • The poly bag must have a barcode (for example, UPC and EAN) or X00 label that is scannable through the bag or have an X00 or ASIN label on the outside of the bag.

Specific categories that may require poly bags include:

  • Liquid
  • Pellets, powders and granular
  • Plush
  • Baby products
  • Clothing, fabric and textiles
  • Jewellery
  • Small products

If you cannot find your specific issue above, see Packaging and prep requirements.

Opaque bagging Items in your shipment required a black, opaque outer bag.

Adult products must be packed in black, opaque bags. The outside of the bag must have a scannable X00 or an ASIN label and a suffocation warning.

This includes but is not limited to the following:

  • Items that contain pictures of live nude models
  • Packaging that uses obscene/profane messaging
  • Items that are themselves lifelike in nature but with no live model shown

For additional information, see Packaging adult products

Problem group: Unplanned prep – Bubble wrap

Problem type Problem description How to avoid the problem
Bubble wrap Items in your shipment did not include the required bubble wrap

Bubble wrap can protect items from breaking during shipment or storage.

Specific categories that may require bubble wrap include:

  • Liquid
  • Sharp items
  • Glass, ceramic, breakable, and fragile items

For additional information, see:

Problem group: Unplanned prep – product-related

Problem type Problem description How to avoid the problem
Taping Items in your shipment had inadequate taping

Taping can protect products during storage and shipment. Applications of taping would include:

  • Seal a poly bag
  • Seal the cap of a liquid
  • Seal bubble wrap
  • Seal a box that can easily open
  • Seal loose products together

Also see Prepare your products for FBA shipping

Problem group: Expiry problems

Problem type Problem description How to avoid the problem
Expiry issue Your expiry-dated inventory must be prepped so that the expiry date is accessible during the receiving process.

Inventory requirements

Amazon considers a best-by or sell-by date the equivalent of an expiry date.

  • Topical and consumable products (including nutritional supplements):  All are considered subject to expiry, whether for human or animal consumption
  • Health and Beauty products: This is marked to expire 900 days after the date that it is processed at the fulfilment centre

Label requirements

  • Expiration dates must be displayed in the format MM-DD-YYYY or MM-YYYY
  • If the expiry date is in a different format, you must cover the existing date with a printed label with the expiry date in the correct format.
  • Products that can expire must have the expiry date printed on the master carton in 36+ point font AND on the individual/retail display unit
  • Products that are printed with a manufactured date must have this date covered and labelled with an expiry date in the above format.
  • Products with expiry dates cannot be commingled and must have FBA labels. For more information, see Labelled Inventory.

Packaging requirements

  • All case packs, multi-packs and display boxes must have the expiry date on the box or bundle, as well as on each individual item inside the box or bundle.
  • Products that expire and are contained in packaging that requires additional prep, such as glass jars or bottles, must be prepped to ensure that the expiry date is accessible for Amazon associates during the receive process.

For more information, see Expiry-dated FBA inventory

Problem group: Inaccurate box count

We can quickly receive products into your sellable inventory when you provide accurate box content information.

If you choose not to provide box content information, Amazon manually processes your box contents and applies a manual processing fee.

  • €0.07 per unit for items received at fulfilment centres in Germany, France, Italy, Spain, Poland or Czech Republic
  • £0.06 per unit for items sent to United Kingdom fulfilment centres
Problem type Problem description How to avoid the problem
Inaccurate number of boxes The quantity of boxes shipped to the fulfilment centre did not match the box content information provided with the shipment.

You are required to provide box content information for each box sent to Amazon. This includes:

  • Unit quantity of each SKU per box
  • Expiry dates (if applicable)
  • Box weight and dimensions

Please verify that the number of boxes that you send per shipment matches the number of boxes you specified when creating your shipment.

If you decide to send additional items after finalising a shipment, you need to create a new shipment.

If you are unable to send the products originally planned in your shipment, please delete the inaccurate shipment and create a new one.

For more information, see Box content information for FBA shipments to Amazon

Problem group: Inaccurate item quantities in box

Problem type Problem description How to avoid the problem
Inaccurate item quantity in box There were item quantities in your shipment that did not match the expected amount based on the box content information you provided.

There were item quantities in your shipment that did not match the expected amount based on the box content information you provided.

  • You provide box content information in the Prepare Shipment step of the shipment creation workflow, or by uploading an XML file via Amazon Marketplace Web Service (Amazon MWS).

You must put your box labels on the correct boxes to ensure that the label information identifies the contents of each box.

For additional information, see Set quantity for shipments to Amazon.

Problem group: Unexpected items in box

Problem type Problem description How to avoid the problem
Unexpected items found in box One or more boxes in the shipment contained items that were not specified in the box content information provided with the shipment.

You are required to provide accurate box content information for each box sent to Amazon. This includes:

  • Unit quantity of each SKU per box
  • Expiry dates (if applicable)
  • Box weight and dimensions

Box content information is provided in the Prepare Shipment step of the shipment creation workflow.

  • If you wish to send additional items after finalising a shipment, you must create a new shipment.
  • If you cannot send the products originally planned in your shipment, delete the shipment and create a new one.

For more information, see Box content information for FBA shipments to Amazon

Problem group: Unexpected items in shipment

Problem group Problem description How to avoid the problem
Unexpected item found in shipment Your shipment contained items that were not on the original Shipping Plan.
  • Before sending your inventory, you must list all individual items that you plan to include in your shipment.
  • When labelling your items, verify that the label affixed to the item matches the item.
  • Pay extra attention to subtleties such as size and colour variations.

Also see Set quantity for shipments to Amazon

Problem group: Inaccurate quantities in shipment

Problem type Problem description How to avoid the problem
More items received than expected Your shipment contained items with quantities in excess of the number specified on the Shipping Plan.

Verify the quantities of each unique item in the shipment, and ensure that they match the quantity specified on the purchase order.

  • If you wish to send additional items after finalising a shipment, you must create a new shipment.
  • If you cannot send the products originally planned in your shipment, delete the shipment and create a new one.

Also see Set quantity for shipments to Amazon

Problem group: Product listing problems

Problem type Problem description How to avoid the problem
Product title change required

The product titles for ASINs listed must have the correct information and formatting.

Your product title did not meet the FBA product title requirements and/or did not match the product label.

  • Use 150 characters maximum, generally. Some product categories allow longer titles, see category-specific instructions for more details.
  • Capitalise the first letter of each word
  • Do not use all caps
  • Do not use capital letters for and, or, for, the, a, an
  • Do not capitalise prepositions with fewer than five letters (in, on, over, with)
  • Use numerals (2 instead of two)
  • For a product bundle, provide the value in brackets, for example (pack of 2)
  • Do not use symbols, such as ~ ! * $ ?
  • Do not use special characters (Æ, ©, ô, etc.)

Product information

  • Include the size and colour in child ASINs for variations. See the Variation Relationships help page for more information.
  • Do not include price or promotional messages, such as "sale" or "free ship"
  • Do not use subjective commentary, such as "Hot Item" or "Best Seller"
  • Your merchant name for brand or manufacturer information should not be included, unless your product is Private Label

For more information, see FBA Product Title Requirements

Problem group: Transportation-related problems

Problem type Problem description How to avoid the problem
Product or shipment sent to the wrong fulfilment centre

Inventory was shipped to a different fulfilment centre from the one indicated on the Shipping Plan.

  • Adhere to the split shipments set up in your account. Different products are shipped to different locations in order to maximise efficiency.
  • Verify that your shipment label is in a clear and visible location.
  • This issue may occur when your carrier delivers the shipment to the wrong location. Work with your carrier to ensure that your shipment is delivered to the address on the shipping label.

For more information, see:

Problem group: FBA restricted items

Problem type Problem description How to avoid the problem
Restricted item

There are products that require prior approval before you can sell them on Amazon. There are also products that FBA does not support.

All Amazon requirements and restrictions also apply to FBA.

  • Certain products cannot be listed for sale on Amazon.
  • Some products may be eligible for sale on Amazon, but cannot be sold through the FBA programme.
  • Some products cannot be sold as a matter of compliance with legal or regulatory restrictions (for example, prescription drugs).
  • Specific product content is prohibited as a matter of Amazon policy (for example, crime scene photos).

Make sure that you review the other sections below for additional product requirements and restrictions:

Problem group: Damaged products

Problem type Problem description How to avoid the problem
Product damaged upon arrival

Some of your items arrived at the fulfilment centre in damaged condition.

We could not process them into your sellable inventory.

Prep your products in accordance with the Packaging and prep requirements help page.

Use proper packing material (dunnage) when packing your boxes to ensure that your inventory is not damaged in transit.

Acceptable dunnage includes

  • Foam sheets or cushioning
  • Air pillows
  • Bubble wrap
  • Full sheets of paper

When sending pallets, stack your boxes with the heaviest boxes at the bottom and the lightest at the top.

For more information, see Seller requirements for less than truckload (LTL), full truckload (FTL) and ocean full container load (FCL) deliveries

Problem group: Other problems – Product and shipment-related

Problem type Problem description Problem description and how to avoid
There were general issues identified with your shipment. Generic event

Follow the steps below for instructions on how to avoid these problems.

  1. In Seller Central, go to the Inventory tab and select Manage FBA Shipments.
  2. On the Shipping Queue page, click Track shipment to the right of the shipment.
  3. On the Shipment summary page, go to Problem details.


Inbound performance summary


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