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A high order defect rate
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Check your customer metrics to determine which one does not meet our performance targets. If negative feedback reflects a lack of response to buyer emails, for example, schedule time each day to respond to all buyer correspondence.
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A high late shipment rate
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Review your feedback and order fulfillment practices. If you find that your shipping lead times are too short, change them to something more realistic for your fulfillment processes.
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A high pre-fulfilment order cancellation rate
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Review your inventory management and inventory control processes. If you find that your listed products are chronically out of stock, monitor your inventory daily to make sure you never list products that you cannot ship immediately.
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A low Valid Tracking Rate
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Use Buy Shipping Services to purchase tracked shipping labels for packages shipped from the US, and your tracking information will be automatically uploaded for you. If you cannot use Buy Shipping Services for any reason, ship with a supported carrier, and upload tracking information with each ship confirmation. For more details, see Valid Tracking Rate FAQ.
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Complaints about inauthentic products
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Provide invoices to show that your inventory was purchased from the manufacturer or authorized seller. Demonstrate how you'll regularly inspect your inventory to confirm its authenticity or remove your inventory to ensure a positive customer experience and that you'll source these products from a different supplier. For more information, refer to the Product Authenticity and Quality Help Page.
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Complaints about the condition of your products
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Provide invoices to show that your inventory was purchased in new condition from the manufacturer or authorized reseller. Provide a plan that identifies and explains why your products were not received in the expected condition. Also, address all the steps you are taking to correct these issues in the future. Your products may be:
- Used/Damaged items sold in new condition
- Items received are different from items purchased
- Items received are damaged
- Items are incomplete or fewer than what should have been received. For more information, refer to the Product Authenticity and Quality Help Page.
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Notices of infringement
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Don't re-list the products that caused the complaints, and indicate how you'll ensure that your products don't infringe upon others' intellectual property rights.
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Safety incidents
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Explain how you've identified and solved product or manufacturing defects. Update the product detail page with the relevant safety information.
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Safety concerns (such as used products sold as new, or products not as advertised)
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Explain how you've organized your inventory to prevent used or returned products from being re-shipped. Ensure that your products match the product detail page.
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Complaints about product expiry
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Explain how you've ensured that your products have a sufficient shelf life before you ship them, and how you will regularly inspect such products in your inventory.
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Selling promotional versions of media
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Review your inventory and your inventory intake process. If you find that your supplier includes promo CDs in their shipments, remove those products from your inventory and review your inventory regularly to remove promotional media.
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Deleting shipments or otherwise not sending your products to us in accordance with your shipment plan
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Review your approved shipment plans. Explain why units that were part of an approved multi-destination shipment plan were either deleted or not sent to the assigned Amazon fulfillment center as stated in that plan. Explain how you have identified and solved issues to prevent this from happening again. For more information about the FBA shipment policy, see Cancelled, misrouted and incomplete shipments.
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