Fulfilment by Amazon - FAQ - Amazon.co.uk

Winning with FBA

How to successfully manage your FBA business

Frequently Asked Questions

Have questions? Find a list of common questions in the FAQ section below. Want to get started now? Learn more in the Tutorials section below. Cannot find the answers to your questions? Visit our seller forum or contact seller support (seller central access required).

Fulfilment by Amazon Overview

What is Fulfilment by Amazon?
Fulfilment by Amazon (FBA) helps sellers grow their online business at home and internationally by using Amazon’s world-class fulfilment resources and expertise, acclaimed customer service, and trusted fast, free delivery options. With Fulfilment by Amazon, you store your products in Amazon’s fulfilment centres, and we directly pick, pack and deliver them to your customers.

Fulfilment by Amazon is possible for all product categories available on your Amazon Seller Account, and is available to any merchant who wants to try it. Fulfilment by Amazon upper weight limit per item is 30 kilogrammes. Whether you are selling on Amazon or not, you can test Fulfilment by Amazon by sending a few products or a whole truck load. There are no set up fees or additional subscriptions fees; you only pay for the services you use and when you make a sale.

To find detailed information about Fulfilment by Amazon, please visit our marketing website services.amazon.co.uk.
Where are Amazon Fulfilment Centres located?
We have more than 20 Fulfilment Centres throughout Europe, including the UK, France, Germany, Italy and Spain.
How do I register for Fulfilment by Amazon?
If you are new to Selling on Amazon, you can sign up for an Amazon Merchant Account, integrating Fulfilment by Amazon during the registration process.

If you are already selling on Amazon, you can add Fulfilment by Amazon to your account by accepting the User Agreement for Fulfilment by Amazon. After that, please follow the instructions online to complete the simple enrolment process.
How can customers identify my Amazon-fulfilled products on Amazon.co.uk?
Amazon-fulfilled listings are displayed with the “Fulfilment by Amazon” logo, so customers know that packing, delivery, customer service and returns are all handled by Amazon.
Will Fulfilment by Amazon help me win the Amazon buy box?
Your Amazon-fulfilled listings on Amazon.co.uk and on any other Amazon Marketplace in the EU are handled the same as Amazon offers i.e. they are sorted on the item price without the cost of shipping. FBA can give you an edge over the competition with increased visibility of your products to millions of high-value Amazon Prime customers—and FBA helps you achieve Featured Merchant status, which is required to compete for the Buy Box. Fulfilment by Amazon will also help you compete for the Buy Used Box for media products (i.e.: books, music, videos, or DVDs) if all needed criteria is met.
What are the shipping options for Amazon-fulfilled products?
Amazon-fulfilled orders are handled just like all other Amazon orders, so your Amazon customers will receive free delivery, Amazon Prime and/or Amazon Gift Wrapping.

Fulfilment by Amazon Fees

How much does Fulfilment by Amazon cost?
Fulfilment by Amazon fees depend on:
  • The dimension and weight of the item (standard or oversize).
  • The channel the item gets sold on (amazon.co.uk, any other of Amazon’s European websites or any other non-Amazon-related sales channel).
Fees are charged for Order Fulfilment and Inventory Storage. Storage fees are charged for all units stored in an Amazon Fulfilment Centre based on a calendar month and your daily average volume measured in cubic metres. In addition to the regular Inventory Storage Fee, a semi-annual Long-Term Storage Fee will be applied to any units that have been stored in an Amazon Fulfilment Centre for six months or longer.

For a definition of standard/oversize items, as well as for the breakdown of the Fulfilment by Amazon fees (both Order Fulfilment and Inventory Storage fees), please refer to the pricing page under the Fulfilment by Amazon pricing section of our marketing website.'
Is there any tool to help me understand Fulfilment by Amazon fees easily?
Our Fulfilment by Amazon Revenue Calculator can be used as a guide for seeing real-time cost comparisons between your fulfilment and Amazon fulfilment.
How will I be charged for Fulfilment by Amazon Fees?
All fees are deducted at the time of sale from the total amount the buyer pays for the item. The remaining balance can be viewed under the Payments section within the Reports tab of your Amazon Seller Account, and will eventually be disbursed to your bank account.
Will I receive credit for shipping for my Amazon-fulfilled items?
Amazon-fulfilled orders may qualify for free shipping, according to the Amazon shipping rules. In this case, we do not charge shipping fees to the customer, and in turn, we do not remit or debit shipping fees from your Amazon Seller Account.

If, however, a customer is charged for shipping and/or gift wrap services, this revenue is part of your sales transaction, and will be remitted with the amount of the item price revenue to your Amazon Seller Account. These revenues will be featured as "Shipping" and "Giftwrap" in your Settlement report. After that, we will charge you an amount equal to any shipping and/or gift wrap fee charged to the buyer. Such transactions are called "Shipping Chargeback" or "Giftwrap Chargeback" in the Settlement report. In some cases, "Shipping" or "Giftwrap Chargeback" transactions might be lower than the amounts that were originally remitted to your Amazon Seller Account. However, this does not impact the amount paid for shipping and/or giftwrap by the buyer.
Will I still have to pay Sell on Amazon fees for each item sold through Fulfilment by Amazon?
All merchants are assessed sales charges on the purchase price of the item for the advantage of selling their products on one or more of Amazon Marketplaces.

This fee varies depending on the product category and the Amazon Marketplace your item is listed under. To determine the sales fee on a product ordered through Amazon.co.uk, please refer to our Sell on Amazon pricing page.

Shipments sent at your request to fulfil orders placed anywhere other than on Amazon marketplaces (for example, an order placed on your own website) will not be charged Sell on Amazon fees.
How will you bill me for Fulfilment by Amazon?
We will send you an electronic invoice once a month via email for any fees or other amounts due. You will also be required to provide credit card information and authorise us to charge your credit card for fees owed by you. If you are a Selling on Amazon seller, we will generally deduct the fees from proceeds credited to your Merchant Account and withhold the fees from the disbursement of funds to you.

Preparing Product Units for Fulfilment by Amazon

What are the options I have for labeling individual products?
The first time you convert your listings to be fulfilled by Amazon, you will be prompted to select whether you want to send your inventory in using existing UPC or EAN barcodes (i.e. Stickerless, Commingled Inventory) or using labels you affix to the individual units (i.e. Labeled Inventory). In this case, the label must cover the original barcode completely.

Commingling your inventory allows Amazon to treat your inventory as being combined with the inventory that Amazon or other sellers have of the same kind and condition. When someone purchases an item from your inventory, we won’t physically distinguish your inventory from that of other sellers. This enables us to process customer orders more efficiently.

Please note that the Stickerless, Commingled option refers to the individual product units, not the shipment. Thus, all shipments to our Fulfilment Centres still require shipping labels and packing slips.
How do I print labels for my product units?
When you create a new shipment through the “Send/replenish inventory” option in the “Inventory Amazon Fulfils” page of your Seller Account, or you work on an existing shipment not yet completed, you enter what is called the “shipping workflow.” This tool, which will guide you through the preparation of your shipment to an Amazon Fulfilment Centre, and consists of several steps that enable you to customise your shipment based on your selections within each step. When the shipping inventory requires labelling, you will be able to print unit labels within the shipping workflow. Labels will have the product title to help you match the label to the correct product.

Adhesive blank labels can be found at any office supply store, or you can purchase them on any Amazon website.
Can Amazon add the labels on my product units for me?
Yes. When you create a new shipment through the “Send/replenish inventory” option in the Inventory Amazon Fulfils page of your Selling Account, or you work on an existing shipment not yet completed, you enter what is called the “shipping workflow”. This tool will guide you through the preparation of your shipment to an Amazon Fulfilment Centre and will allow you to choose Amazon Label Service at product level.

Please refer to details on the Fulfilment by Amazon pricing section of our marketing website for fees covering this service.
What else should I consider when preparing products for Fulfilment by Amazon?
Each unit you ship to us should be ready for us to pack and ship to customers. For example, fragile items need to be individually packed with protective material, such as Styrofoam or bubble wrap. Otherwise, Amazon will reserve the right to return those items to you. You can check FBA video preparation tutorials.

You can also choose Amazon to prepare your products, see FBA Preparation Service Fees.

Shipping Product Units to Amazon

How should I pack my product units for shipment to Amazon?
There are two options for packing products to be sent to an Amazon Fulfilment Centre
  • Individual Items: Each box will contain one or more items of varying quantities and conditions.
  • Case-Packed Items: All items in a box will have matching SKU and condition. All boxes with the same item will contain equal quantities of that item in each box. While receiving this type of shipment, the Fulfilment Centre scans one unit from the box and the box is placed in inventory. There is no need to scan every unit because they are all the same.
Please note that a shipment can consist of either Individual Items or Case-Packed Items. If your inventory includes both, they will need to be sent in separate shipments.
How do I select a shipping method and transportation carrier for my shipment to Amazon?
When you create a new shipment through the “Send/replenish inventory” option in the Inventory Amazon Fulfils page of your Selling Account, or you work on an existing shipment not yet completed, you enter what is called the “shipping workflow”. This tool, which will guide you through the preparation of your shipment to an Amazon Fulfilment Centre, consists of several steps that enable you to customise your shipment based on your selections within each step. One of these steps will prompt you to select a shipping method among these:
  • Small Parcel Deliveries (SPDs) consist of units packed in individual boxes and individually labeled for delivery.
  • Less Than Truckload (LTL) shipment combines individual boxes on pallets for delivery. The truck might contain shipments to other destinations.
  • Full Truckload (FTL) shipments combine individual boxes on pallets for delivery. The truckload consists of inventory from only one shipment with one destination.
Fulfilment by Amazon Shipping and Routing Requirements apply to all boxes shipped to Amazon Fulfilment Centres whether by Small Parcel Delivery or LTL/FTL. Please read these requirements carefully to ensure your shipment is successfully received into the Fulfilment Centre.

Once you have chosen your shipping method, and you ship to us with any common carrier, you will be then able to enter the following references received from your carrier in the “shipping workflow” in order to enable tracking of your items in-transit:
  • the tracking number(s) for Small Parcel Deliveries
  • the bill of lading (BOL) number and the pro/freight bill number for LTL/FTL shipments
To avoid disappointment, we strongly recommend you use a reputable carrier company to deliver shipments on your behalf. Private domestic vehicles are not allowed to make deliveries to Amazon's Fulfilment Centres.
How do I generate shipping labels?
If you choose a Small Parcel Delivery, you will need to print packing slips and shipping labels (one per box) from the “shipping workflow.” The packing slip must be placed inside the box on top of your items so that it will be visible when opened at the Fulfillment Centre. Shipping labels containing the destination address and return address should be affixed to the outside of each sealed box in addition to the carrier label.

For a Less-Than-Truckload shipment, you will need to print box labels (one per box) and place them on the outside of each box so that they will be visible when unpacking the pallet at the Fulfilment Centre. In addition, pallet labels must be affixed to the top-centre of all four sides of each stretch-wrapped pallet.

Adhesive blank labels can be found at any office supply store, or you can purchase it on any Amazon website.
Can I arrange direct shipment of inventory to Amazon from overseas suppliers?
No. Sellers with shipments that originate from overseas will need to arrange the import and customs clearance of the shipment, and then arrange for the delivery to our facility. Amazon may not be used as the consignee, importer of record or final address when shipping from overseas.
How do I notify Amazon in advance of the units I want to ship to them for fulfilment?
Less than truckload (LTL) and Full Truckload (FTL) shipments require delivery appointments. Otherwise, the Fulfilment Centre may refuse to accept the shipment.

To schedule a delivery appointment with the Fulfilment Centre, you will need to download the Fulfilment by Amazon Booking Form , fill it out and e-mail it to your carrier. You will need the PO Number to complete the form. You can locate the PO number in the Shipping Queue of your Amazon Seller Account under the “Amazon Reference ID.” Your carrier will e-mail the completed form to the desired Fulfilment Centre, and they will respond to your carrier within 24 hours to determine the best delivery timing.
Who will be responsible for product damage or loss during shipment to an Amazon Fulfilment Centre?
Most carriers assume limited liability for damage or loss in transit depending on the cause. If your units are damaged, we recommend filing a damage claim with your carrier. Amazon is not responsible for damage during shipment to a Fulfilment Centre.

Confirming Amazon Receipt of Products

Will my products be safe in Amazon’s Fulfilment Centres?
All Amazon Fulfilment Centres are secure, climate-controlled facilities with highly automated pick, pack and ship processes to facilitate the safe and timely processing of merchant orders. Features include:
  • 24-hour security staff
  • Fully automated wireless and computer-networked order tracking throughout the facility
  • Climate- and humidity-controlled storage
  • High-value secure cage storage
Will Amazon pay for any lost or damaged product units at the Fulfilment Centre?
We maintain high standards when it comes to taking care of your inventory. However, under circumstances where Amazon takes responsibility for paying you the Replacement Value of an item as set forth in our Amazon Services Europe Business Solutions Agreement, we will reimburse you based on our estimate of fair market value.

Requesting a Removal Order (Return or Disposal) of Product Units

What is a removal order?
It’s either a return of a product unit back to you or a disposal of the merchandise by the Fulfilment Centre.
How long will it take to get the item(s) back?
Typically, return requests take 10 to 14 business days to pick, pack and dispatch.
Can I have the item(s) returned to an address outside my home marketplace country?
Yes. Find information about cross-border removals on Seller Central.
How much does Amazon charge for a removal order of my items?
The cost for removal or disposal of inventory is for the account of the seller. Please refer to the Fulfilment by Amazon pricing section of our marketing website for unit return and disposal fees.
How is a removal order billed?
You will be billed within 45 days of the removal order date.

Fulfilling Customer Orders

When an item ships out, how does Amazon identify to the customer that it is sold by me?
Your name does not appear on item labels or on the shipping label that the buyer receives, but it does show on the packing slip included in the box as the seller of record.
What shipping method does Fulfilment by Amazon use?
The shipping method depends on the choice made by the buyer. Check the delivery timelines for the different delivery options page for details.

Handling Customer Inquiries, Feedback and Returns

Will Amazon handle all customer inquiries for Amazon-fulfilled products?
For products sold by you through Amazon, we will manage all customer service associated with the fulfilment of your products. Customer enquiries related to product specifications and other non-shipping related questions such as VAT invoice requests will be addressed to you.
How is feedback for Amazon-fulfilled sold products handled?
Buyers can leave feedback for the merchant on orders that are fulfilled by Amazon, and we do not filter or remove feedback that is not specifically related to the fulfilment part of the order.

If Amazon fails in the fulfilment process and this causes negative feedback for the merchant, we will strike through the negative feedback under the following conditions:
  • The product sold was fulfilled by Amazon
  • The buyer purchase rating is between 1 and 3 (inclusive)
  • The buyer answers 'Yes' to the 'Item as described' question
  • The buyer answers 'No' to the 'Arrived on time' question
Will Amazon issue a VAT invoice to the buyer for my Amazon-fulfilled products?
Amazon does not issue VAT invoices on behalf of sellers. It is your sole responsibility to comply with all legal and VAT requirements for issuing VAT invoices to buyers in respect to your sales transactions. If you are unsure of your VAT obligations, we strongly recommend you verify these with your local tax office or contact your tax advisor.
Will Amazon handle all customer returns and refunds for Amazon-fulfilled products?
Amazon will process customer returns and refunds of product in accordance with our returns policy, the FBA Service Terms and the Selling on Amazon Service Terms. Our Online Returns Support Centre provides customers with help pages and details about how to contact us. If the customer wants to return a product, we will direct the customer to our online Returns Centre.I the customer’s return or refund request relates to a product you did not sell through the Amazon website (i.e. a Multi-Channel Fulfilment Unit), you will be responsible for the return and/or refund.
What happens to customer return products?
If the unit was sold on Amazon, and if we determine the returned product is still sellable in the same condition as previously listed, we will automatically place the unit back into your inventory available for sale. If we determine the product is no longer sellable in the same condition as previously listed, we will flag it as unfulfillable in your Amazon Seller Account. If you do not tell us within 90 days whether you elect to dispose of the unit or have it returned to you, we may choose to dispose of or return it at our discretion.

If the product is not sold by you through Amazon’s website, and is fulfilled using Multi-channel fulfilment the return will be directed to you.
How can I 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.