Winning with FBA

How to successfully manage your FBA business

Manage Your FBA

Manage Your Daily FBA Business

Now that you have joined FBA, there are some metrics that you may want to view on a daily basis. Even if you previously sold your products on Amazon, there are some important changes and added features now that you are an FBA seller.
Monitor daily business health metrics

Monitor daily business health metrics

Fulfilment by Amazon offers a variety of reports to help you manage your business. You can use these reports to perform tasks including:
  • Tracking orders
  • Monitoring status and quantity of inventory in Amazon’s fulfilment centres
  • Tracking customer concessions (e.g. returns, replacements etc.) issues for your orders
  • Assessing effectiveness of your promotions
  • Monitoring payments received and fees charged
You should check these metrics often to view your sales, performance, and any feedback.

We have grouped reports into four categories: Sales, Inventory, Customer Concessions and Payments.
Issuing VAT invoices to customers

Issuing VAT invoices to customers

Some customers may request a VAT invoice from you. Amazon does not issue VAT invoices on behalf of sellers. If Amazon receives a request from a buyer to provide a VAT invoice, this request will be forwarded onto you. If you are unsure how to issue a VAT invoice to a buyer, we suggest that you contact your tax adviser. If you are not able to issue VAT invoices, please indicate this in your Seller Profile. Delay or inability to issue a VAT invoice to a customer upon request may result in negative feedback being left by the customer.
Customer returns and reimbursements

Customer returns and reimbursements

Amazon will handle local returns on your behalf for FBA orders in that marketplace, so you don't have to worry about providing a local return address.  Amazon customers generally request a return or a refund through their Your Orders page on Amazon offers returns for most products within 30 days of receipt of shipment. Amazon processes customer returns and refunds in accordance with our returns policy, the FBA Service Terms and the Selling on Amazon Service Terms. If a return or refund request relates to a product you did not sell through the Amazon website (e.g. the Multi-Channel Fulfilment network), you will be solely responsible for the return and/or refund.

FBA will debit your account for the product sales price plus any applicable taxes to reimburse the customer. Once the merchandise is returned to the fulfilment centre, it is checked to see if it is sellable or unsellable. This process can take up to 72 hours.

For Sellable Merchandise: Amazon will credit your account for all or part of the Referral Fee and part of the Variable Closing fee (if applicable) and the product is then put back into your inventory to be resold.

For Unsellable Merchandise: If Amazon is taking responsibility for the condition of the merchandise, your account will be credited for the Replacement Value and all or part of the Referral Fee and part of the Variable Closing fee (if applicable) and the product is not returned to your inventory. If the product is defective or otherwise and Amazon is not taking responsibility, you will only be credited the Referral fee and Variable Closing fee (if applicable) and the unit will be placed in Unfulfillable Status for you to have returned or disposed of at your convenience. Learn how to create a Removal Order for your unfulfillable merchandise or set Automated Unfulfillable Removals.

How to identify which products have been returned to Amazon and refunded to the buyer

The Fulfilment by Amazon reporting area in your Amazon Selling Account contains a downloadable report on returns under customer concessions.The payments section within the reporting tab of your Amazon Seller Account will show all customer refunds.

FBA Furbishing Service: Amazon can clean, repackage and re-adjust your eligible customer returns:

Now you can benefit from the FBA Furbishing Service which gives you the opportunity to convert some the units your customers have returned back to be sellable again. This can take place when the units require only some low- touch refurbishing such as cleaning, repackaging or re-adjustment and if the type of product is eligible for the service. For example, when a customer returns an apparel item that requires steaming or hair removal but is otherwise in new condition, FBA will evaluate the item and perform the required services on eligible units.

By default, you are enrolled in this service for all eligible categories. You can choose the product categories you would like to exclude from the service by going to your Furbishing Settings within your Fulfilment by Amazon settings.

For more information about the service, please see our FBA Furbishing Service help page.

Customer reimbursements

Reimbursements are determined based on Amazon’s Lost and Damaged Inventory Reimbursement Policy. You can view your reimbursements in Settlement report and see them in more detail in the Reimbursement report.

The Reimbursement report shows itemised details of your FBA reimbursements including reimbursements initiated by you and reimbursements that were generated automatically. For reimbursements you requested, a Case ID is included in the report entry.
Manage customer reviews

Manage customer reviews

When we identify that negative seller feedback is related to the fulfilment or customer services provided by Amazon, the negative rating won't affect your performance metrics. The customer's comment will remain, but struck through, with a note from Amazon that states, 'This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience.' Use the Contact Seller Support form to request a review of negative feedback. This does not apply to product reviews.
Create automated notifications

Create automated notifications

Notification Preferences allows you to indicate how you would like to receive notifications and alerts about your seller account.

To set your notification preferences, follow these steps:
  1. In the Settings area of your seller account, select Notification Preferences.
  2. On the Notifications Options page, click the Edit button.
  3. For each notification type, enter an email address or several email addresses.
Order Notifications allows you to choose whether or not you would like to receive the notifications. If you select Enabled, you will receive an email for each order. If you select Disabled, you will not receive Order Notification emails.

Amazon Selling Coach allows you to choose which types of notifications you will receive. Tick a box to receive the corresponding notification.
  1. Technical Preferences accepts the email address of a pager that is text messaging capable.
  2. Click Update to save your changes.
On the Notification Preferences page, you can choose more than one e-mail to receive notifications or even choose certain people in your organisation to receive specific updates. We recommend you err on the side of over-notification. You will be better able to gauge which notifications are more valuable once you’ve been selling with FBA for a while.

The types of notifications available to you will depend on your subscription type. This is a list of all the notification types that are available, regardless of subscription. You can view your current preferences by going to your Notification Options page.

Daily Business: Manage Inventory Page

The section below provides links with information on how to use various features on the Manage Inventory page that can help you manage your daily business on Amazon.
Describes how to manage your listings using the Manage Inventory page
Links to information on how to send or replenish inventory to Amazon fulfilment centres from the Manage Inventory page.
Descibes how to create a removal order using the online Workflow on the Manage Inventory page.
Step-by-step description on how to print item labels from the Manage Inventory page.
Describes the Fee Preview feature, which enables you to search for, view and understand the estimated fulfilment fees for products in your inventory.
Explains how to set Replenishment Alerts for your inventory on the Manage Inventory page.
Explains the purpose of the Stranded Inventory view on the Manage Inventory page and how to take action on your Stranded Inventory.
Describes how to submit a Multi-Channel Fulfilment order from the Manage Inventory page.