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, our programme page.

Delivery speed

Delivery times are calculated from the time an order ships from our fulfilment centre to when it is delivered to the buyer:

• 1 working day (Expedited)
• 3 working days (Standard)

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

For orders submitted against on hand inventory (inventory that is received and stored in a fulfilment centre), Standard speed orders will ship within two working days and Expedited speed orders will ship by the next working day.

Create orders

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.

Cancel orders

To cancel an order, click Cancel on the Order details page. If the Cancel button doesn’t appear as an option, contact us. We’ll work to cancel it for you but can't guarantee successful cancellation.

You are not charged for MCF orders that are successfully cancelled before shipping. If some items in an order have shipped, charges for the shipped items apply.

Fees

MCF charges fulfilment fees for domestic orders.

Packaging

MCF currently does not offer Blank Box services in Europe, and MCF orders ship in Amazon-branded packaging.

Reimbursements

You are eligible for reimbursements on your MCF orders if we determine that they have been lost or damaged. Check the status of your existing reimbursements on the Amazon Fulfilled Inventory report or the Payments dashboard.

You are ineligible for reimbursements if any of you use MCF in the following ways:

• You use MCF as a way to remove items from a fulfilment centre. Instead, create a removal order. For more information, go to Remove inventory (overview).
• You use MCF as a way to fulfil Amazon orders: Instead, use FBA. For more information, go to Getting started with Fulfilment by Amazon (FBA).

Additional notes:

• MCF fulfilment fees cannot be reimbursed. Fulfilment fees are inclusive of pick, pack and ship.

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.

Lost orders

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:

1. Order ID
2. 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.
3. Proof of refund or replacement provided to the customer, including the customer’s name and address.

The reimbursement amount is calculated according to the FBA lost and damaged inventory reimbursement policy. Amazon reimburses you, not the buyer. It is your responsibility to resolve the issue with the buyer.

Damaged, wrong or missing items

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

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

1. Order ID, ASIN or FNSKU of damaged or missing items, and quantities of each impacted unit
2. 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 customer's name and address.
3. Proof of refund or replacement provided to the customer, including the customer’s name and address
4. Images of the shipping box and all shipping labels
5. Also provide the following based 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 LPN sticker. If available, include images of the model number and serial number.
   • For missing items, if available, images of empty product packaging

Returns

MCF supports returns to Amazon fulfilment centres. You can generate a return merchandise authorisation (RMA) and track the status of a return by checking your Order details page under Orders. For FBA customer returns, you can track the status in the Return reports. Go to MCF programme for more details.

Settings

You can change the name and text on your packing slip in Multi-Channel Fulfilment settings.