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Multi-Channel Fulfillment Program Policy

Dated: November 1, 2024

This program policy applies to merchants that manage MCF services through supplychain.amazon.com. For merchants that manage MCF services through sellercentral.amazon.com please refer to this program policy.

Amazon Multi-Channel Fulfillment (MCF) is a third-party logistics solution that enables you to leverage Amazon’s fulfillment network and expertise to pick, pack, and deliver orders from all of your ecommerce sales channels. For more information, go to the MCF program page.

Product listings and catalog management

To create and manage your catalog of listings for MCF, please follow the instructions on How to create Amazon Multi-Channel Fulfillment listings. Additional guidance to manage your catalog can be found on this help page.

For guidelines on products that can be listed for fulfillment with MCF, refer to Product Requirements and Restrictions and refer to the Consumer Product Safety Commission (CPSC) page for details on CPSC regulated products.

Excluded Products

Items listed on Amazon’s restricted products page and prohibited under FBA product restrictions are not allowed to be listed.

Ship products to Amazon

Shipments must be correctly and carefully prepared to ensure your inventory reaches us safely and is optimized for entry into our fulfillment centers. All shipments must comply with Amazon’s Shipping and routing requirements and Amazon’s Packaging and prep requirements. When you are ready to ship products, initiate the Send to Amazon workflow.

To learn more about how Amazon receives and stores inventory, read How Amazon receives and stores your inventory.

Additional shipping resources

FBA Label service: Amazon will apply barcode labels to your inventory for you. A per-item fee applies.

FBA Prep service: Amazon will prepare your inventory so it meets FBA prep requirements. A per-item fee applies.

Truckload delivery to Amazon: Carrier responsibilities for when sending large volume shipments to Amazon.

Carrier requirements for delivering shipments: Requirements from carriers for deliveries to our fulfillment centers. We recommend that you, as well as your carrier, become familiar with these requirements.

Inventory sharing Program

  1. Program Overview. The Inventory Sharing program allows Amazon Retail vendors to share inventory between their Vendor Central and MCF accounts for easier order fulfillment across different sales channels easier. To participate in the Inventory Sharing program, you will need to link your Vendor Central and Multi-Channel Fulfillment account accessed through https://supplychain.amazon.com/ (“MCF Account”). Once linked, you may transfer Units automatically between inventory you inbounded and sold to Amazon through your Vendor Central account (“Inventory owned by Amazon”) and inventory in your MCF Account (“MCF inventory”).
    1. Ownership of each Unit will be conveyed between you and Amazon at the time the Unit is transferred from one inventory pool to the other.
    2. MCF Fees, including Storage Fees, will begin accruing upon transfer of a Unit from Inventory owned by Amazon to Available MCF inventory.
  2. Set up. When you link your Vendor Central and MCF Accounts, your Vendor Central catalog will be imported automatically into your MCF Account, and Inventory Sharing will be activated for all imported catalog listings. If you add a new catalog listing to either your Vendor Central or MCF account after the accounts are linked, you must manually add a corresponding catalog listing (with a matching SKU) to the second account to activate Inventory Sharing for that listing. A catalog listing that does not have a corresponding listing across Vendor Central and MCF Accounts will not be eligible for Inventory Sharing.
  3. Inventory Levels. When Inventory Sharing is first activated for each catalog listing, 2 or 3 Units of each product will be transferred from the Inventory owned by Amazon to your MCF inventory. Units will be automatically transferred between these inventory pools based on demand forecasts and inventory levels for each sales channel. Within your MCF Account, you will be able to view the number of Units of Inventory owned by Amazon and your MCF inventory.

  4. Invoicing. Invoicing for Inventory Sharing will occur as specified below, and payments will be subject to the Vendor Terms and Conditions (or similar agreement that govern Amazon’s purchase of products from you that are intended for sale to customers). You will receive regular reports to track the number of Units transferred between the inventory pools, as well as the costs and payments for those Units.

    Invoicing for transfer of Units from Inventory owned by Amazon to MCF Inventory: When MCF transfers Units to your MCF Inventory from Inventory owned by Amazon, Amazon will create a return invoice in your Vendor Central account for Unit(s) at the cost Amazon paid for the Unit(s). The return invoice amount will be deducted from Amazon’s amount payable to you.

    Invoicing for transfer of Units from MCF Inventory to Inventory owned by Amazon: On the first weekday of each month, Amazon will create a purchase order (“PO”) in your Vendor Central account that consolidates its purchase of Units that were transferred from your MCF inventory and used for fulfillment of orders on the Amazon store in the previous calendar month. You will need to confirm that consolidated PO and create an invoice to Amazon in your Vendor Central account.

  5. Deactivation. If the number of Units for a product in Inventory owned by Amazon drops to zero, the Inventory Sharing feature for that listing will be deactivated. You may receive periodic reports to help you manage inventory levels and highlight listings that may be at risk of having Inventory Sharing deactivated.

Removals

You will only be able to remove your inventory from your supply chain account by contacting MCF support. To start the removal process, follow these steps:

  1. Sign in to your MCF account.
  2. Navigate to the Support tab in the main menu.
  3. Select Contact Us and create a case with details of the products that you would like to remove or dispose of.
  4. A MCF representative will respond within 24 hours.

Note: For information on removal order fees, go to FBA removal order fees.

Shipping and Delivery

Click-to-delivery speeds

MCF offers two click-to-delivery speeds: Standard and Expedited. The delivery speed for each is calculated as the number of business days between order acceptance and delivery to the buyer. While MCF processes and delivers orders seven days a week, expedited speed orders submitted after 2 p.m. Pacific Time will have an acceptance day of the following business day.

The delivery speed in the table below apply to standard-size, sortable items (for example, items about the size of a bread box or smaller), that are received and stored in a fulfillment center; and orders that are delivered within the 48 contiguous states and Washington, D.C., without opting out of Amazon Logistics. Shipping and tracking times refer to the time between order submission and shipping and tracking number generation, respectively.

Click-to-delivery speed
Delivery speed
Shipping and tracking time
Expedited
2 business days
1 business day
Standard
3 business days
2 business days

Orders that don’t qualify for the delivery speeds in the table above will require additional time for delivery according to the categories described in the table below. If more than one category applies, the longer of the delivery speed will apply.

Click-to-delivery speed
Delivery speed
Orders opting out of Amazon Logistics
Orders including non-sortable items (such as, heavy/bulky)
Orders delivered to non-contiguous US states and territories
Expedited
2 to 3 business days
2 to 4 business days
3 to 6 business days
Standard
3 to 5 business days
3 to 6 business days
5 to 10 business days

Delivery speed may be longer for the following:

  • Inventory shipped from your location but not yet received and added to your inventory at the fulfillment center.
  • Inventory transferred from one fulfillment center to another, showing in the Reserved column on fulfillment Inventory.
  • Orders including items without sufficient inventory (as a best practice, we recommend maintaining at least 8 weeks of cover and 100 units that are received and stored in a fulfillment center).
  • Orders placed during high-volume events (for example, Prime Day, Black Friday), national holidays, and unforeseen circumstances outside of Amazon’s control, such as a strike, natural disaster, or severe winter storm.

The following examples illustrate MCF click-to-delivery speeds:

  • If a Standard speed order is placed at any time on Monday, delivery is expected on or before Thursday: 3 business days after acceptance day of Monday.
  • If an Expedited speed order is placed on Monday before 2 p.m. Pacific Time, delivery is expected on or before Wednesday: 2 business days after acceptance day of Monday.
  • If a Standard speed order opting out of Amazon logistics is placed at any time on Monday, delivery is expected on or before Monday of the following week: 5 business days after acceptance day of Monday.
  • If a Standard speed order is placed at any time on Friday, delivery is expected on or before Wednesday of the following week: 3 business days after acceptance day of Friday.
  • If an Expedited speed order opting out of Amazon logistics and delivered to Alaska is placed after 2 p.m. Pacific Time on Monday, delivery is expected on or before Wednesday of the following week: 6 business days after acceptance day of Tuesday.

Packing slip settings

You can change the name and text on your packing slip for MCF orders by going to FBA settings, then navigate to Multi-Channel Fulfillment settings to edit the following:

  • Packing slip–merchant name: Enter your business name or your website name that should appear on the packing slip with your order.
  • Packing slip–text: Enter the text that you want to place on the packing slip with your order. We recommend that you include information about your return policy or contact information for service requests. For example: Thank you for ordering from [website name]. We appreciate your order. For customer returns, go to [https://yourwebsite.com/returns].

Create Orders

You can create MCF orders through the quick order form, bulk order upload, or API integrations. The quick order form allows you to place a single MCF order against available MCF Inventory by entering your customer’s shipping address, items, and delivery speed. To create or cancel multiple orders at once, upload a completed template to the MCF bulk orders form.

In the quick order form, if you select Create hold order, an order will be planned and placed on hold, reserving your inventory. These hold orders must be activated on the MCF order details page to initiate the delivery. The order will meet the expected delivery date only if activated before the expected ship date. If the hold order isn’t activated within 14 days, the order will be canceled automatically.

To activate a hold order, follow these steps:

  1. Go to Manage orders.
  2. Select a time frame or in the search box, enter the MCF order ID and click Search.
  3. Click the order ID link in the Order details column.
  4. On the MCF order details page, click Ship this order.

Track orders

To track MCF orders, follow these steps:

  1. Go to Manage orders.
  2. Select a time frame or in the search box, enter the MCF order ID and click Search.
  3. Click the order ID link in the Order details column.
  4. On the MCF order details page, click the Shipment tab to view the details for the order.

For each delivery, the send date, delivery estimate, tracking number, and carrier information will be available, along with the package contents.

Click the tracking number to view tracking details on Swiship, our tracking website. Swiship provides real-time status updates for packages, which can be shared with buyers. Alternatively, to view the tracking details on your selling account, click the Shipment tab on the MCF order details page and click Shipping event details. For more information, go to How to track your Multi-Channel Fulfillment orders.

Tracking numbers generated by our system expire after 90 days. If a tracking number has expired, the tracking details may not be available on Swiship.

Cancel orders

To request an order cancellation, follow these steps:

  1. Go to Manage orders.
  2. Select a time frame or in the search box, enter the MCF order ID and click Search.
  3. Click the order ID link in the Order details column.
  4. On the MCF order details page, click Cancel this order, if available.

Cancel this order may not appear in certain cases. For example, it may not appear if the order was already packed, or if a tracking number was generated and the order was sent. In these cases, the order can’t be canceled.

You aren’t charged for MCF orders that are successfully canceled before being sent for delivery. If some items in an order have been sent, or have returned to Amazon before reaching the buyer, fees for those items will apply. MCF doesn’t offer the option to intercept an order after it’s been sent.

Once an MCF order has been submitted, the order details can’t be changed, including the products, quantity, recipient name, and delivery address. Before you place an order, make sure that you confirm with the buyer that the address provided is accurate. Amazon is not responsible for any delivery failures that result from incorrect information submitted during order creation. Such orders are ineligible for reimbursement.

Unbranded packaging

MCF orders are automatically shipped in unbranded packaging, at no additional cost to you. The packaging materials that we use–including boxes, tape, and poly bags–do not contain any Amazon branding.

Unbranded packing is the default option for MCF orders, except in cases when it may result in longer shipping and delivery times, such as orders with bulk units. To ensure that all your orders are shipped in unbranded packaging, select Only ship with blank boxes under the Add items section of the quick order form. Note that MCF’s unbranded packaging feature does not support items that exceed 56 inches for the longest side or are heavier than 49.9 lb.

MCF Fees

MCF charges fulfillment fees. Visit our rate card page for complete details. Additionally, From October 15, 2024, to January 14, 2025, a holiday peak fulfillment fee will be applied to all Multi-Channel Fulfillment (MCF) orders, click here for more details (available in English only).

Additional fee implications due to carrier preference

You can block your MCF orders from being delivered by Amazon Logistics, which will result in a 5% surcharge on those orders. When you block Amazon Logistics, only third-party carriers will ship your order. For more information, go to Fulfillment fees for Multi-Channel Fulfillment orders.

You can block Amazon Logistics at the account level in your Multi-Channel Fulfillment settings. For individual orders, you can block this shipping method through MCF API or by selecting Block Amazon Logistics as a carrier for this order on the order creation page.

If you block this delivery method through your MCF settings, by default none of your MCF orders will be delivered by Amazon Logistics. Changing your Amazon Logistics preference for individual orders will override your MCF settings preference for those orders only.

Other applicable fees

In addition to MCF fulfilment fees, fees are charged for specific inbound services, covering the cost of storing your products in Amazon fulfillment centers; picking, packing, and shipping orders. Refer to our help pages on additional fee types and tools applicable for inbounding, storage, removal and disposal services. Below are the key services and fees charged for inventory management.

Inbound placement service fee: Placing inventory closer to customers in multiple fulfillment centers across the country is critical to delivering products faster and at a lower cost. The FBA inbound placement service fee for standard and large bulky sized products reflects the cost of distributing inventory to fulfillment centers close to customers.

Manual Processing service: If you do not provide box content information when you ship inventory to Amazon, Amazon will manually process your boxes at the fulfillment center. A per-item fee applies.

Label service fee: Scan & Label allows you to scan your products using a barcode scanner, and then print and apply labels one at a time, making it easier to ensure the right label is applied to the right unit.

Monthly inventory storage fees: Storage fees are charged for all items stored in an Amazon fulfillment center based on calendar month and your daily average volume of inventory.

Removal order fees and disposal order fees: You can have Amazon return or dispose of your inventory in Amazon fulfillment centers. A per-item fee applies.

Inbound defect fees: If we accept inventory that violates shipment requirements or differs from the shipping plan, you may be may be charged inbound defect fees for the additional cost required to re-direct, receive, and process your shipment.

Inventory storage overage fees: An overage fee is applied if your inventory at an Amazon fulfillment center (not including open shipments) exceeds your capacity limit for a given storage type.

Reservation fee The reservation fee is the amount per cubic foot of capacity requested that you would pay at the end of the specified period if your request is granted and you generate no sales during the period.

Billing & Collections

Fulfillment fees for MCF orders will be charged to your account balance at the time the order is shipped.

Credit Card billing

If you are an MCF merchant using credit card for billing, your negative account balances may be charged on credit cards charged up to once per day. If a payment fails, MCF shipping services may be suspended until payment is successfully received. To ensure merchants have sufficient funds to fulfill financial obligations, we may impose transaction limits on some merchants based on cumulative value of fees accrued during a settlement period which may result in pausing MCF shipping services until payment is successfully received. We will not be liable for any delays or interruptions in order fulfillment as a result of MCF shipping services getting suspended. For more information, go to MCF Billing FAQ.

Pay by invoice billing

Pay by invoice gives eligible merchants an extended due date for payment by purchasing on credit. We assess your account for a credit line upon approval of registration. Upon approval of a credit line, you receive an email with details about the credit line and usage and payment terms.

Pay by invoice is an invite-only program and might not be available to you. We reassess merchants regularly, and contact you when you become eligible.

Invoice billing cycle

Invoices are issued monthly on the 1st day of the month, covering the charges for the previous month.

Payment Terms

You have 30 days to make payment for the invoice using the available payment options.

We might issue a credit note for any of these reasons: units lost, damaged, disposed at the fulfillment center, or invoice correction. You can use credit notes to pay your invoices.

Reimbursements

You may be eligible for reimbursement if an item you send to us as part of the MCF service is lost or damaged at a facility or by a carrier operated by or on behalf of Amazon.

Eligibility

For an item to be eligible under this policy, all of the following must be true:

  • The item is listed at the time it is lost or damaged.
  • The item complies with Fulfillment by Amazon (FBA) product requirements and restrictions, and must adhere to the guidelines provided for FBA inventory requirements.
  • You have sent us the exact items and quantities stated in your shipping plan.
  • The shipment status for the item is not currently marked as “canceled” or “deleted”.
  • The item is not pending disposal or was not disposed of at your request or because we have exercised a right to do so.
  • The item is not defective and was not damaged by a customer.
  • Your MCF account is in Active state and not under review or suspension.

You are ineligible for reimbursements if any of the following apply:

  • You use MCF as a way to remove items from a fulfillment center. Instead, create a removal order. For more information, go to Remove inventory (overview).
  • You use MCF as a way to fulfill any order placed on the Amazon.com website, including self-fulfilled orders, FBA orders, or any related shipments.

MCF fulfillment fees, including shipping charges, are not eligible to be reimbursed.

Use cases for Reimbursements

If your item is eligible under this reimbursement policy and you have not been reimbursed, you can file a reimbursement claim. The process to a file a claim varies depending on what stage of the fulfillment process your item is lost or damaged. Additional eligibility criteria may apply.

You must follow the applicable process described in the sections linked above and provide all requested information when you file a claim. Amazon may decline your claim if you do not provide all requested information. Refer to this page for documents you need to submit for your claim to be processed.

If we determine that your reimbursement claim is valid, we will replace the lost or damaged item with a new item of the same FNSKU to your account or by crediting your account with cash reimbursement for it. If a reimbursement was made in error, or if a reimbursed item is later found and returned to your inventory, Amazon reserves the right to reverse the reimbursement credit that was applied to your account.

Important: In an effort to support all of our merchants, our policies prohibit any activity that would interfere with our capacity to help other merchants. Examples of these activities include submitting insufficiently researched or premature requests, or submitting a large number of requests in a short period of time. merchants who repeatedly engage in these activities may receive delayed support or may be subject to further account monitoring and action, if necessary.

How we calculate reimbursement value

Important: The maximum reimbursement eligibility for a single unit of any eligible item is $300.00. For items valued at more than $300.00, we recommend that you consider buying third-party insurance.

If we elect to reimburse you for claims related to Shipments to Amazon, fulfillment center operations or removals, we’ll prioritize unit reimbursements, in the absence of which we’ll do cash reimbursements, based on the cost of the eligible item, up to a maximum $300.00 for any single unit. You will need to provide an invoice showing the commercial value (cost of goods purchased or produced) when submitting your claim. In the absence of valid proof, we will reimburse you 40% of the estimated sale price of the item. We may seek additional evidence from you in order to determine retail price. For items damaged as part of inbound shipments or removals, we reserve the right to reimburse a partial amount based on the extent of damage ascertained from the proof that you share with us.

If we elect to reimburse you for an MCF order fulfillment related claim, the value of the reimbursement is based on the refund or replacement given to the customer on your MCF order, up to a maximum of $300.00 per unit. We calculate the reimbursement value as the refund amount or the estimated sale price of the replacement item on the original order with MCF fees subtracted from it. If a refund was issued, you will need to provide proof of refunded amount for the unit(s) to be reimbursed. If a replacement was issued, a valid retail invoice is required for the unit(s) to be reimbursed.

If you do not agree with our valuation of a unit, you can file a claim using the Contact Us page in Supply Chain Portal within 90 days after we issue the reimbursement.

Shipment to Amazon claims

This section applies to items that are lost or damaged when you ship them to us.

Claim window

Once a shipment is shown as eligible for investigation in the Status column on the Contents tab of the Summary page in your shipping workflow, you can file a claim. You must submit your claim no later than nine months after the verified date of a shipment delivery to an Amazon fulfillment center or to a third-party facility operated on Amazon’s behalf. Claims submitted outside of this window are not eligible for reimbursement.

Before you submit a claim

  • Confirm that the shipment’s contents and the number of units are the same as in the shipping plan you created.
  • Check the Contents tab to get detailed information about any discrepancies between your shipping plan and what the fulfillment center received. For more information, see Reconcile your shipment.
  • Check the details of previously processed reimbursements from your case log to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

After reviewing and reconciling the reports above, if you still believe a lost or damaged item is eligible for reimbursement, you can file a claim. To submit a claim for lost units, use the Contents tab. To submit a claim for damaged units, open a claim through the Contact Us page.

When filing a claim for lost or damaged units, you must provide the following information and documents, and we may ask you to provide additional information:

  • Amazon shipment ID: You can find the Amazon shipment ID in your Shipping Queue.
  • Proof of inventory ownership: This will help identify any potential discrepancies that may have occurred. Some examples of acceptable documents are an invoice from a supplier, a receipt from another seller, or a signed packing slip if you are a manufacturer. The following information must be included in any documentation:
    • Date of purchase
    • Product names matching the lost or damaged items
    • Quantity
  • Proof of delivery:
    • For less-than-truckload (LTL) or full-truckload (FTL) shipments, a proof of delivery document showing the number of boxes in the shipment and the total weight when it was picked up by the carrier. The document must be stamped by Amazon, confirming that the shipment was received and signed for at the fulfillment center. Your carrier should have a copy of this document. This information helps verify that the entire shipment was picked up by your carrier and shipped as expected.
    • For small-parcel shipments, Amazon needs the active tracking ID, which the carrier can confirm for each package shipped. If you did not use an Amazon partnered carrier and did not provide the tracking information at the time you created the shipment, you must enter it before you can be reimbursed.
  • Proof of item cost: You must provide proof of the item’s purchase value or manufacturing cost, such as an invoice showing the commercial value (cost of goods purchased or produced). In the absence of this, we will estimate the cost based on 40% of the estimated sale price of the item.

Once we complete our investigation of your claim, we will confirm if it is eligible for replacement or reimbursement. In some cases, Amazon may reconcile your shipment.

Note: You may file only one claim per shipment. Additional claims for the same shipment will be declined.

Merchants who generate a high number of shipping problems affecting Amazon receiving operations may be subject to additional investigation and monitoring. These actions could result in delays to future reimbursements.

Fulfillment center operations claims

Note: The inventory reimbursement policy for the eligibility claim windows, except for shipment to Amazon claims, is 60 days.

This section applies to eligible items that are lost or damaged by an Amazon fulfillment center or a facility operated on behalf of Amazon, after we receive them from you. These lost or damaged items are reported in your Inventory Ledger report.

Claim window

You must submit your claim no later than 60 days after the date the item was reported lost or damaged in your Inventory Adjustment report. Claims submitted outside of this window are not eligible for reimbursement.

Before you submit a claim

  • Check your Inventory Ledger report to confirm the date and adjustment code of the loss or damage to your items.
  • Check your Manage FBA Inventory report to confirm that the lost or damaged item was not found or restored to your inventory in a sellable condition or in a damaged condition for which Amazon was not at fault (for example, the item was defective).
  • Check the details of previously processed reimbursements from your case log to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

After reviewing and reconciling the reports above, if you still believe a lost or damaged item is eligible for a reimbursement, you can file a claim. You must provide proof of the item’s purchase value or manufacturing cost. You may be asked to provide additional information such as the date or location (for example, the Amazon fulfillment center ID) of the loss or damage to your item.

MCF order related claims

This section applies to eligible items in your MCF order that are lost, damaged in transit to the buyer, or have an incorrect item delivered. Orders that are marked as delivered by the carrier aren’t eligible for lost order reimbursement. Additionally, Late deliveries beyond the promised date aren’t eligible for any reimbursement.

Claim window

If your order isn’t delivered within 7 days after the promised delivery date or estimated delivery date, you can claim a lost reimbursement. You have up to 90 days after the estimated delivery date to submit your claim for any lost, damaged, or incorrectly delivered items on your MCF orders. Claims submitted outside of this window are not eligible for reimbursement. Reimbursement claims for MCF orders can be filed through the Contact Us page in Supply Chain Portal.

Before you submit a claim

  • Check your Manage FBA Inventory report to confirm that the lost or damaged item was not found or restored to your inventory in a sellable condition or in a damaged condition for which Amazon was not at fault (for example, the item was defective).
  • Check the details of previously processed reimbursements from your case log to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

After reviewing and reconciling the reports above, if you still believe an item on your MCF order is eligible for reimbursement, you can file a claim through the Contact Us page in Supply Chain Portal.

Lost orders

When filing a claim for lost orders, your claim must include all of the following:

  • Order ID
  • Proof of the original order, such as a screenshot of your Shopify order, including all affected ASINs and corresponding quantities, as well as the buyer’s name and address
  • Proof of refund or replacement provided to the buyer, including the buyer’s name and address
  • Proof of refunded amount (in case of refunds) or retail invoice (in case of replacement), clearly showing the lost item(s) and quantities
  • Tracking IDs for the affected shipments, if the order contained multiple shipments

Wrong, missing, or damaged orders

If any items in your order are wrong, missing, or damaged in transit to the buyer, you must provide photographic proof of the damaged item, wrong item, or, content(s) in the received package for missing items, to be eligible for reimbursement.

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

  • Order IDs, ASINs, or FNSKUs of the damaged, wrong, or missing items, and quantities of each affected item
  • 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 buyer’s name and address.
  • Proof of refund or replacement provided to the buyer, including the buyer’s name and address.
  • Proof of refunded amount (in case of refunds) or retail invoice (in case of replacement), clearly showing the item(s) under consideration for reimbursement.
  • Images of the shipping box or envelope and all shipping labels
  • The following information, depending on the issue:
    • For damaged items
      • A description of the damage
      • Images of the whole item, including clear images of the UPC, ASIN, or FNSKU barcode label
      • Images of the damage described
      • For electronics, such as TVs and printers, images of the serial and model numbers
    • For wrong items
      • A description of the difference
      • Images of the incorrectly received item showing the UPC, ASIN, or FNSKU barcode label, or the LPN sticker, or both, and the described difference
      • Images of the model number and serial number, if available
    • For missing items
      • Images of the inside of the shipping box or envelope showing the received items, if one unit of multiple units that were shipped in the package is missing
      • Images of the empty shipping box, if only one item was shipped in the box
      • Images of empty product packaging, if a product box was received without one or more of the internal contents

Removals claims

This section applies to eligible items lost or damaged by Amazon or a carrier used by Amazon while removing your inventory from a fulfillment center to your returns shipping address. The item must not have been returned to you because you violated a program policy or other terms and conditions that apply to your use of any Amazon selling service. The damage or loss must have occurred after the item left an Amazon facility. For an item damaged during removals, Amazon reserves the right to reimburse a partial amount based on the extent of damage ascertained from the proof that you share with us.

Claim window

A removal claim for items lost in transit can be submitted 15-75 days from the shipment-creation date. Claims must not be submitted before 15 days to ensure the shipment can be delivered back to you. All other removal claims must be filed within 60 days of the shipment being delivered back to you.

Before you submit a claim

  • Check your Removal Order Detail report to confirm the date and status of your removal orders.
  • Check your Removal Shipment Detail report for shipment status and information, including tracking IDs.
  • Check the details of previously processed reimbursements from your case log to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

After reviewing and reconciling the reports above, if you still believe a lost or damaged item is eligible for a reimbursement, you can file a claim. When filing a claim for lost units, you must provide the following information and documents:

  • Amazon removal order ID
  • Shipment ID and active tracking ID or proof of delivery, which the carrier can confirm from the packing slip
  • ASINs/FNSKUs and quantities affected
  • LPN number
  • Images of the affected units
  • Images of the affected units’ product packaging
  • Images of the shipping box
  • Proof of item cost: You must provide proof of the item’s purchase value or manufacturing cost, such as an invoice showing the commercial value (cost of goods purchased or produced).
  • Explanation as to why you disagree with Amazon’s grading of the disputed item (Amazon grading disputes only)

For Buy with Prime orders, refer the reimbursements policy here.

Fee Reimbursements

The following requirements and limitations apply to the reimbursement of fulfillment fees for MCF orders that we determine were charged using inaccurate weight or dimensions.

Amazon reimburses the fulfillment fees for MCF orders if we confirm that they were charged using inaccurate weight or dimensions. When the weight or dimensions that the merchant provides vary from our verified measurement, our measurement governs.

To be eligible for reimbursement, you must submit your request within 90 days of the date on which the fee was charged.

A product isn’t eligible for a remeasurement request if any of the following conditions apply:

  • It’s already been remeasured twice in the past 60 days by our fulfillment center team.
  • There are no available units for your listing in the fulfillment center.
  • Your business has exceeded the monthly remeasurement request limit.

For more information, go to Understanding item package weight and dimensions.

If you’ve reviewed the weight and dimension data in a fee report and you still believe it’s inaccurate, contact us to open a research request.

After we review your request, we will notify you if you’re eligible for reimbursement.

Returns

Items fulfilled through MCF can be returned to Amazon fulfillment centers. You can choose to return items to fulfillment centers or follow your existing returns process.

When a buyer contacts you to initiate a return, you can ask the buyer to send the return to Amazon so that it can be put back into your Amazon inventory.

To initiate a return to Amazon, follow these steps:

  1. Go to Manage orders.
  2. Select a time frame, or in the search box, enter the MCF order ID and click Search.
  3. Click the order ID link in the Order details column.
  4. On the Removal Order Details page, click Return.
  5. Select the return quantity for the item or items that the buyer wants to return.
  6. Indicate the return reason for the item or items.

The return merchandise authorization form will then be generated. The form contains the following two sections:

  • Return mailing label: A label that contains the address of the fulfillment center that will be receiving and processing the return. Ask the buyer to place the label on their return package.

    Note: Postage is not provided on the return mailing label. You or the buyer are responsible for buying and producing the return label.

  • Return authorization slip: A form that contains a barcode and item description for the products being returned. The slip must be included inside the return package alongside the items.

When a return is received at a fulfillment center, our associates check the item’s condition. If it’s in a sellable condition, we add it back to your Amazon inventory. If it’s unsellable, you must follow our removal procedure to receive the defective product. For more information, go to Required removals.

It may take up to seven days to process the return and put the item back into your inventory once it’s delivered to a fulfillment center.

After you have initiated a return, click Return status on the MCF order details page for information on the return. You can also view this information on the FBA Customer Returns report. Select the appropriate time frame in the Event date drop-down menu. The report will show whether we’ve received the return and the disposition of the item.

In some cases, an item may be returned to a fulfillment center by the carrier. There are various reasons why this might occur, such as when an item was damaged during transit, an item was undeliverable due to an incorrect address, or the buyer refused delivery. In these cases, it may take up to seven days from the last tracking update to add the returned units back to your inventory. Orders that are returned by the carrier aren’t eligible for reimbursement unless the item is damaged during transit.

Additional Help pages

  1. Changes to our Program Policies
  2. MCF features
    1. Multi-Channel Fulfillment settings
    2. New beta features for Multi-Channel Fulfillment
  3. Inventory Management
    1. Upcoming changes to FBA Inbound and storage and aged inventory fees
    2. Inventory performance
  4. Multi-Channel Fulfillment orders fee calculations
    1. Calculating fee
    2. Determine volume and dimensions
    3. Determine Product size and tier
    4. Determine unit weight
    5. Determine dimensional weight
    6. Determine shipping weight
  5. Supply chain Portal Program help page
  6. Selling Partner APIs