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This article applies to selling in: United Kingdom

Inbound performance summary

The Inbound Performance Summary provides an overview of problems identified with shipments to Amazon fulfilment centres. To see specific shipment-level details, go to the Inbound Performance report.

Additional coaching or product prep requires resources. For repeated problems in the same problem group, Amazon will escalate your coaching level (Standard, Elevated, Critical). For details about coaching level escalations and their corresponding corrective actions by problem type, go to Performance coaching.

Problem group: Tracking information – shipment related

Problem type Problem description How to avoid the problem
Missing tracking information One or more of your shipments did not have tracking information uploaded prior to shipment delivery at the Amazon fulfilment centre. Upload tracking information for all non-partner carrier shipments as soon as your carrier provides it to you and prior to shipment delivery at the receiving Amazon fulfilment centre. For small parcel deliveries, upload a tracking ID for each box. For less-than-truckload and full-truckload deliveries, upload a freight progressive number (PRO) for each shipment. You can upload tracking information in your Shipping Queue by clicking on Track shipment.

Problem group: Label missing – product-related

Tip: If you do not want to label your products yourself, you can opt to use the FBA Label Service to have Amazon apply them for a per-unit fee.
Problem type Problem description How to avoid the problem
Amazon barcode missing Products in your shipment arrived at the fulfilment centre without the required scannable Amazon barcode, also known as an X00 label or FNSKU.
  • During shipment creation, verify the required type of barcode for each unit.
  • Make sure to apply Amazon barcodes (X00) for products that are ineligible to use the manufacturer barcode.
  • The Amazon barcode must match each individual unit (FNSKU, title and condition). Ensure that all other scannable barcodes are fully covered.

For more information, go to Use an Amazon barcode to track inventory.

Manufacturer barcode missing Products in your shipment arrived at the fulfilment centre without the required scannable manufacturer barcode (GCID, UPC, EAN, JAN or ISBN).
  • Make sure your products have a physical barcode (GCID, UPC, EAN, JAN or ISBN) that is visible so it can be scanned.
  • Make sure the barcode matches the corresponding unit.
  • Products enrolled in the FBA Label Service must have a single scannable manufacturer barcode that corresponds to an ASIN.
  • ASINs without physical barcodes that qualify for FBA virtual tracking should have the ASIN printed.

For more information, go to Using the manufacturer barcode to track inventory.

Suffocation warning missing Products in your shipment arrived at the fulfilment centre without the required suffocation warning label for poly bags with an opening that is 12.5 cm or larger.
  • Poly bags with a 12.5 cm opening or larger must have a suffocation warning, either printed on the bag itself or attached as a label.
  • The warning should be printed or placed in a prominent location and in a legible font size for the size of the bag.

For more information, go to Packaging and prep requirements.

Problem group: Incorrect label – product related

Problem type Problem description How to avoid the problem
Unit mislabelled Products in your shipment arrived at the fulfilment centre with Amazon barcodes that did not match the physical product or the barcode that we expected.
  • The Amazon barcode must match each individual unit (FNSKU, title and condition). Ensure that all other scannable barcodes are fully covered.
  • If you have multiple listings for the same ASIN, ensure that the barcode matches what is required on the shipment plan.

For more information, go to FBA product barcode requirements and Label products.

Barcode cannot be scanned One or more products in your shipment had a barcode that was smudged or smeared and could not be scanned at the fulfilment centre.

Placement

  • Cover any original barcodes. Ensure labels lay flat.
  • Place labels on a cylindrical product vertically.
  • Maintain clear margins around the edge of the barcode.
  • If the product has prep, ensure the barcode is scannable or applied outside of the prep.

Quality

  • We recommend laser or thermal printers and cleaning your printer frequently.
  • Review each batch of labels and do not use labels that are damaged or unscannable.

Format

  • Use the right label size and format.
  • Use black ink on a white background.
  • Avoid reflective packaging or prep over barcodes.

For more information, go to FBA product barcode requirements and Label products.

Barcode is not accessible by scanner Products in your shipment arrived at the fulfilment centre with a barcode that was not accessible for the scanner to read.

Problem group: Other label problems – product related

Problem type Problem description How to avoid the problem
Labelling required

Products in your shipment arrived at the fulfilment centre with label issues that required us to relabel the product to be received. All products must arrive with an identifiable scannable barcode, such as X00, B00 or UPC.

The most common issues are:

  • Barcode cannot be read by scanner due to issues such as low ink during printing.
  • Item label is missing or has fallen off.
  • Label does not match product or barcode is different than declared during shipment creation.
  • Label is in a location or applied in a way that prevents it from being scanned.

  • Verify the required type of barcode for each unit.
  • Make sure to apply Amazon barcodes (X00) for products that are ineligible to use manufacturer barcodes.
  • The Amazon barcode must match the unit (FNSKU, title and condition). Ensure all other scannable barcodes are covered.
  • Ensure labels lay flat. Place labels on a cylindrical product vertically.
  • If the product has prep, ensure the barcode is scannable or applied outside of the prep.
  • Avoid reflective packaging or prep over barcodes.

For more information, go to FBA product barcode requirements and Label products.

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 have the FBA shipment ID label on the box or the label was unscannable.
  • Each box in the shipment is required to have an FBA shipment label that meets the requirements.
  • Individual or master pack units still require a unique FBA shipment ID label.
  • Each pallet must have four pallet labels.
  • Both the FBA shipment label and the carrier label must remain uncovered and be placed on a flat surface on the box so that barcodes do not fold over edges or corners.

For more information, go to Send/replenish inventory to Amazon and Shipment label requirements.

Problem group: Unplanned prep – Bagging

Tip: If you do not want to prep your products yourself, Amazon will prep them for a per-unit fee. For more information, go to FBA Prep Service.
Problem type Problem description How to avoid the problem
Bagging Products in your shipment arrived at the fulfilment centre without the required poly bagging.
  • Poly bags used to protect units must be transparent bags with a 1.5 mm thickness.
  • Shrink wrap must also be transparent and cannot protrude more than 7.5 cm past the dimensions of the product.
  • Poly bags must have a suffocation warning if the opening is 12.5 cm or larger.
  • All barcodes must be scannable through the poly bag or placed on the outside of the bag.

For more information, go to Packaging and prep requirements.

Opaque bagging Products in your shipment arrived at the fulfilment centre without the required opaque poly bagging
  • Adult products must be bagged in black opaque bags.
  • The outside of the bag must have a scannable barcode and a suffocation warning.

For more information, go to Packaging adult products.

Problem group: Unplanned prep – Bubble wrap

Problem type Problem description How to avoid the problem
Bubble wrap Products in your shipment arrived at the fulfilment centre without the required bubble wrap
  • Bubble wrap may be required for liquids, sharp or fragile items.
  • Bubble wrap should be tightly wrapped and taped shut so the product cannot fall out. Scannable barcode labels should be placed on the outside.
  • Make sure the item is able to pass a 125 cm drop test on a hard surface without the contents breaking.

For more information, go to Packaging glass ceramic breakable and fragile units.

Problem group: Unplanned prep – product related

Problem type Problem description How to avoid the problem
Taping Products in your shipment arrived at the fulfilment centre without the required taping.
  • Tape can be used to secure poly bags, caps on liquids, bubble wrap and products that may come open during storage or shipment.
  • Make sure the product cannot fall out of its packaging or leak, and ensure that the product is fully sealed. Certain products may require extra taping to ensure that the seal does not open.

For more information, go to Prepare your products.

Problem group: Unplanned prep – box related

Problem type Problem description How to avoid the problem
Improper packing materials (dunnage) One or more of the boxes in your shipment contained unacceptable packing materials.

Be sure to use appropriate dunnage so we can receive your products quickly and protect our associates from injury.

The following packing materials are not allowed:

  • All types of packing peanuts
  • Crinkle wrap
  • Shredded paper
  • Foam strips
  • Thermocol chips
  • Styrofoam

Accepted packing materials include:

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

For more information, go to Shipping and routing requirements.

Problem group: Quantity – product related

Problem type Problem description How to avoid the problem
Inaccurate item quantity in box One or more boxes in the shipment arrived at our fulfilment centre with item quantities that do not match the expected quantities, based on the box content information.
  • Verify that the number of units you send in each box matches the number of units specified.
  • Pay attention to details of each ASIN that you send, such as size and colour variations, to make sure they match what you planned to send.
  • Place your box labels so that the label information correctly identifies the contents of each box.
  • If you label your items, verify that the label affixed to the product matches the FNSKU listed on the shipment.
  • To make a quantity change of more than 5%, do not add additional quantity. Instead, create a new shipment.
  • If you do not wish to provide box content information yourself, you can opt to use the FBA manual processing service for a fee.

For more information, go to Set quantity for shipment to Amazon and Provide box content information.

Unexpected item found in box One or more boxes in the shipment contained items that were not specified in the box content information you provided.
Unexpected item found in shipment Your shipment contained items that were not on the original shipment plan.
More items received than expected One or more boxes in the shipment contained item quantities that were over the expected quantities, based on the box content information.

Problem group: Quantity – box related

Problem type Problem description How to avoid the problem
Inaccurate number of boxes The number of boxes received in the shipment does not match the expected number of boxes, based on the box content information.
  • Verify that the number of boxes per shipment matches the number of boxes that you specified.
  • Pay extra attention to details of each ASIN that you send, such as size and colour variations, to make sure that they match what you planned to send.
  • To send additional units or if you cannot send the planned units after finalising a shipment, create a new shipment.
  • Avoid using multiple carriers or sending products in the same shipment on different dates or in different ways.
  • If you do not wish to provide box content information yourself, you can opt to use the FBA manual processing service for a fee.

For more information, go to Provide box content information.

Problem group: Safety issues – product related

Problem type Problem description How to avoid the problem
Electrical products hazard Your shipment arrived with electrical products that were not properly packaged.
  • Batteries must be packaged so that their terminals cannot touch to prevent the batteries from shorting or sparking.
  • Hard drives must be packaged in anti-static packaging to prevent the hard drives from shorting out or causing static shock.

For more information, go to Dangerous goods identification guide, Packaging batteries and Requirements for lithium batteries and products that are shipped with lithium batteries.

Sharp products hazard Your shipment arrived with sharp items that were not sufficiently packaged.
  • Package sharp units to prevent sharp or pointed edges from becoming exposed. Sheaths must be durable and rigid to secure your product.
  • Package fragile units in either a solid six-sided box or completely secured bubble wrap.
  • Use safety knives with covered blades to prevent them from being a hazard when accidentally left in boxes.
  • Make sure that the outer packaging does not have sharp edges or corners that may be hazardous.

For more information, go to Packaging sharp units.

Spilled products hazard Your shipment contained a spillable product that was not packaged properly.
  • Products containing liquids without a double seal require additional prep or protection to keep the product from spilling or damaging other products.
  • Unit containing dry goods should be able to withstand a 125 cm drop test without the contents of the container leaking or spilling. Otherwise, additional prep is required to secure your product.
  • Products in loose packaging require bagging and must be secured with a non-adhesive band or removable tape.

For more information, go to Packaging and prep requirements.

Problem group: Safety issues – box-related

Note: For more information, go to Shipping and routing requirements.
Problem type Problem description How to avoid the problem
Shipping box overweight One or more of the boxes in your shipment exceeds the maximum weight allowed. Weigh and measure your boxes before sending them to an Amazon fulfilment centre. Shipping boxes with multiple units cannot exceed 23 kg. Oversized units can only exceed this limit if the unit itself weighs more than 23 kg. Heavy units should always be packed individually and with the appropriate Team Lift or Mechanical Lift labels.
Shipping box oversized One or more of the boxes in your shipment exceeds the maximum dimensions allowed. Weigh and measure your boxes before sending them to an Amazon fulfilment centre. Boxes containing multiple standard-size units cannot exceed 63.5 cm. Oversized units can only exceed this limit if the unit itself measures more than 63.5 cm in one or more dimensions. Oversized units that are found in excessively large boxes (more than 5 cm of padding per side) may still be subject to penalties.

Problem group: Safety issues – pallet related

Problem group: Safety issues – pallet related

Problem type Problem description How to avoid the problem
Unacceptable pallet condition Your shipment arrived with pallets that do not meet Amazon’s standard for employee safety and receiving dock compatibility.
  • Pallets can be built up to a maximum of 1.8 metres high. Double-stacked pallets can be up to 3.0 metres high. Use 1,000 x 1,200 mm 4-way access wood pallets, GMA grade B or higher. The total weight of the pallet cannot exceed 500 kg.
  • Load the heaviest boxes at the bottom and do not let boxes hang over more than 2.5 cm.
  • Wrap all pallets in plastic. Stacked pallets should stand on our own without the help of associates or stretch wrap.
  • Place a shipment label squarely in the top centre on all four sides. Each box on the pallet must have a FBA shipment label.

For more information, go to Seller requirements for LTL, FTL and FCL deliveries.

Problem group: Damaged products

Problem type Problem description How to avoid the problem
Product damaged upon arrival Products in your shipment arrived damaged at the fulfilment centre, and we could not process them into your sellable inventory.
  • Prep all products accordingly to ensure safe arrival.
  • Use proper packing material (dunnage) when packing your boxes to ensure the products arrive in good condition.
  • When sending pallets, stack your boxes with the heaviest boxes at the bottom and the lightest at the top.

For more information, go to Seller requirements for LTL, FTL and FCL deliveries and Packaging and prep requirements.

Problem group: Expiry problems

Problem type Problem description How to avoid the problem
Expiry issue Products in your shipment did not meet requirements for the expiry date.
  • Expiration dates must be displayed in the format MM-DD-YYYY or MM-YYYY, or a label needs to be applied with the correct format.
  • Products that can expire must have the expiry date printed on both the case pack and on the individual units.
  • If the product has a ‘manufactured date’ printed on it, you must cover that date with an expiry date label in the correct format.
  • Products with expiry dates cannot be tracked using the manufacturer barcode and must have an Amazon barcode.

For more information, go to Expiry dates on FBA products.

Problem group: Product listing problems

Problem type Problem description How to avoid the problem
Product title change required Your product title did not meet the FBA product title requirements or did not match the product label.
  • Use 50 characters maximum.
  • Capitalise the first letter of each word, but do not capitalise words with fewer than five letters or use all caps.
  • Use numerals but do not use symbols or characters.
  • Spell out measurements.
  • Include the size and colour in child ASINs for variations.
  • Do not include promotional messages or subjective commentary.
  • Your merchant name for brand or manufacturer information should not be included, unless your product is Private Label.

For more information, go to FBA product title requirements.

Problem group: FBA restricted items

Problem type Problem description How to avoid the problem
Restricted item Some products require prior approval before you can sell them on Amazon. There are also products that FBA does not support.
  • Certain products cannot be listed for sale on Amazon or cannot be sold through FBA.
  • Some products cannot be sold as a matter of compliance with legal or regulatory restrictions.
  • Specific product content is prohibited as a matter of Amazon policy.

For more information, go to Categories and products requiring approval, FBA product restrictions and Restricted products.

Problem group: Transportation-related problems

Problem type Problem description How to avoid the problem
Product or shipment sent to the wrong fulfilment centre Your shipment or product was sent to a different fulfilment centre than was listed in your shipment plan.
  • Different products are shipped to different locations to maximise efficiency. Make sure the units are being sent to the correct location.
  • Verify that your shipment ID label is in a clear and visible location.
  • Work with your carrier to ensure that your shipment is delivered to the address on the shipping label.
  • Be sure to print the correct address on the shipment label if you are identifying the fulfilment centre location by the postcode.

For more information, go to Shipping products to Amazon.

Problem group: Cancelled, misrouted or incomplete shipments

Problem type Problem description How to avoid the problem
Shipment was cancelled, misrouted or incomplete One or more shipments were not in compliance with FBA’s cancelled, misrouted and incomplete shipments policy.
  • Once you approve a shipping plan, you must ship your products to Amazon, including sending the stated quantity of each product, to the assigned fulfilment centre.
  • Do not delete or misroute shipments after you approve the plan, and ensure all shipments arrive within 30 days.
  • If you would like to send your eligible inventory to a single destination, you can sign up for the FBA Inventory Placement Service.

Problem group: Other problems – product and shipment-related

Problem type Problem description How to avoid the problem
Generic event There were general issues identified with your shipment, such as not complying with Amazon’s other product preparation requirements, safety requirements or product restrictions.

Learn about:

View your case log for more details on how to resolve.

See also


Inbound performance summary


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