January 2012 Fulfilment by Amazon Merchant Update

NEW- Export for Multi-Channel Fulfilment now available in the EU.

Amazon is constantly looking for new ways to help sellers grow and reach new customers. As we embark on another year, we are pleased to be able to offer delivery of off-Amazon orders to sellers’ customers in all 26 EU member states. With Multi-Channel fulfilment, FBA sellers can choose to use their inventory in Amazon’s fulfilment centres to fulfil part or all of their orders originating from their own website, other third party platforms, catalogue or even in-store sales. Until now, Multi-Channel Fulfilment was limited to the home country. Now Amazon Multi-Channel has become an international service and you can offer your customers ordering from outside the UK a smooth and reliable delivery almost anywhere in the EU using Amazon’s performant and extensive supply network. Once you submit a multi-channel shipment request, you will see the estimated delivery date which can then be shared with the customer. Amazon FBA sellers now have the option and flexibility to fulfil domestic on and off Amazon orders as well as international on and off Amazon orders from one single local inventory pool. For associated fees and how Export for Multi-Channel in the EU works, please refer to help section 7.4 Multi-Channel Fulfilment.

Refresh your inventory for the New Year

Please check and if necessary clean up your inventory to avoid long Term Storage Fees scheduled for assessment on February 15th, 2012. With the start of a new year, it’s time to clean out the old and make room for the new. Inventory that has been in our fulfilment centres for 365 days or more as of February 15, 2012, and that was not assessed a long-term storage fee in August 2011, will be assessed a long-term storage fee.

Please note the following changes to the Long-Term Storage Fee. The fee will be decreased effective February 15, 2012, from £1,765 per cubic metre (£50 per cubic foot) to £882.50 per cubic metre (£25 per cubic foot) but will now be charged twice a year. However, units that were charged a Long-term storage fee on August 15, 2011, will not be charged a Long-Term storage fee on February 15, 2012. To see a list of your inventory by age, as well as to begin the removal process, go to the Recommended Removals Report (sign in required). The data shown in this report is the authoritative source for Units of inventory that should be removed to avoid Long-Term Storage fee charges on February 15, 2012.

For more information please go to FBA Long-Term Storage. If you are planning on removing and disposing of your inventory, check out removal/disposal fees which can be found in our rate card under Optional Services.

If you need any help with removal or disposal of your inventory, please contact our Seller Support team using the Contact us in your Seller Account. To set up Automated Unfulfillable Removals, please refer to Help section 6.4.4

FBA Pricing changes effective as of 1 March 2012

We would like to remind you that certain FBA fees in the UK will change on 1 March 2012. For more information, please refer to Fulfilment by Amazon Pricing Changes.

Managing customer feedback

Negative feedback from Amazon.co.uk buyers can negatively affect your sales. That’s why we developed FBA's Feedback Strikethrough Policy to address negative feedback related to customer service provided by Amazon. If a buyer rates an order fulfilled by Amazon based only on the service they received from Amazon, we can remove the rating and strikethrough the buyer comment.

However, negative feedback cannot be removed if the customer says the order was not received on time and it was fulfilled by the merchant or the condition was not as described. In these cases, we recommend communicating directly with the buyer using the Contact Customer tool on the Manage Orders page in your Seller Account. Here are some tips to keep in mind:

• Keep your conversation private. Never post responses on the public feedback page that might embarrass or anger the buyer.
• Get more information. Find out exactly what led to the negative feedback.
• Offer a solution. Make sure the solution you suggest addresses the buyer’s concerns.
• Ask them to remove their feedback. After you have confirmed that a solution has been reached, politely ask the buyer to consider removing their negative feedback.

Here are some more tips for Getting Good Feedback with Customer Service.

Finding a solution for dealing with VAT invoicing can increase customer satisfaction

To find out more about issuing a VAT invoice or VAT on shipping and giftwrap revenue please visit our help page.

New "Manage FBA Inventory" report replacing CSV download

FBA recently launched the "Manage FBA Inventory" and "Manage FBA Inventory-Archived" reports. These new reports replace the "Download Comma-Delimited File" option on the "Inventory Amazon Fulfils" page and address several shortcomings of that report:

• Large reports are now supported. These are processed in the background, so you can do other things while you wait.
• Recent report history is saved. Visit the Downloads tab to access previously requested reports.
• Column header naming is now consistent with other fulfilment reports to clarify relationships to other reports.
• The report format has changed from CSV to our standard tab-delimited format.

The report content is unchanged except that two columns have been removed:

• AFN Inbound Problem Qty
• Qty AFN Fulfilled Last 7 Days

Please note that the downloadable CSV report will be going away soon. You should plan to transition any systems relying on this report to the new "Manage FBA Inventory" or "Manage FBA Inventory-Archived" report no later than January 31, 2012.

Packing your shipments for best results

Items are generally shipped to customers in the same product packaging in which you send them to our fulfilment centres. Make sure your items are packed securely to prevent damage and also to ensure that Amazon can receive your inventory and fulfil your orders as smoothly and as quickly as possible.

• Components: Amazon does not accept products requiring assembly of multiple separate pieces at our dock (for example, a wheelbarrow with handles and legs in separate boxes). All individual units must be contained within a single package, including multiple volume set book publications.

• FNSKUs: Any FNSKU must correspond to one unique product, including assortments that should have a unique FNSKU per assortment type. All products must be labeled with one scannable FNSKU on the outside of each shippable unit of the product. Labels should be on the exterior of the product in an easily accessible and scannable location. If the product requires an FBA item label, this has to be applied on top of the original manufacturer’s barcode to avoid any risk of the fulfilment centre scanning the wrong bar code.

• Marketing materials: Marketing materials (including but not limited to pamphlets, price tags, or other non-Amazon stickers) are prohibited. Amazon will not accept pre-priced labels or products.

• Safety: You are required to ensure that no sharp objects are accidentally left in cartons and products.

• Sharp, hazardous, and damage prone items: Amazon reserves the right to specify products needing additional protective packaging in order to preserve the integrity of the product throughout the fulfilment process. Products sensitive to dust, dirt, or humidity must be protected by poly bags. Any product delivered to an Amazon fulfilment centre with inadequate or non-compliant packaging may be refused or repackaged by Amazon at the seller's expense and may also be subject to additional fees.

• Shipments: For larger shipments, limit each box if possible to contain only units from one Shipment ID. For smaller items such as jewellery, pack each unique id in one transparent bag keeping single SKUs together to speed up the receive process.

• Weight limits: Boxes must not exceed the standard weight limit of 15 kg, unless one single shippable unit exceeds 15 kg itself. Boxes weighing more than 15 kg must be clearly labeled "Heavy Weight" on the top and sides.

• Boxes: All boxes must be standard shippable containers that will sufficiently protect the contents during transit and processing at Amazon's fulfilment centres.

• Packing: Accepted forms of dunnage or void fill include foam, air pillows, and full sheets of paper. Packing peanuts of any kind, crinkle wrap, and shredded paper are not allowed. Boxes must be packaged so that the contents can withstand the rigours of transportation and processing at Amazon fulfilment centres.

Learn more about Packaging and Prep Requirements.

We wish you much success selling on Amazon and using Fulfilment by Amazon.

Sincerely,

The FBA Team

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January 2012 Fulfilment by Amazon Merchant Update