- Chargebacks (page 1)
- Invoice Shortages (page 2)
- Delivery Windows (page 3)
- Purchase Order (PO) Management (page 4)
- Catalogue and Global Listings (page 5)
- Cost Updates (page 6)
- Amazon Brand Analytics (ABA) (page 6)
- Electronic Data Interchange (EDI) (page 7)
- Supply Chain (page 8)
- Terms (page 8)
1) Chargebacks
Q: How can I avoid chargebacks?
A: Chargebacks are issued for defects in the supply chain. To avoid potential chargebacks, please follow the guidelines in your Pan EU Vendor Manual, available in Vendor Central -> Support -> Resource Centre -> Operations.
Online trainings are available in Vendor Central -> Learn -> Operations -> Operational Performance (Chargebacks).
You can review any chargebacks in Vendor Central -> Reports -> Operational Performance Dashboard.
To understand each type of chargeback, please visit the following help page: Vendor Central -> Support -> Vendor Operational Performance (Chargebacks).
Q: How can I dispute a chargeback?
A: Chargebacks can be disputed directly in Vendor Central -> Reports -> Operational Performance Dashboard.
Online trainings are available in Vendor Central -> Learn -> Operations -> Operational Performance (Chargebacks).
Q: Do I receive chargebacks if your Fulfillment Center (FC) postpones the delivery date?
A: If your carrier requested a delivery within the delivery window, no chargebacks will be issued. If our FC postpones the delivery, your carrier needs to edit their appointment. In such cases, please ensure your carrier does not cancel the current appointment and does not open a new one, since this would lead to chargebacks. Please always edit the existing appointment.
2) Invoice Shortages
Q: How can I review shortages?
A: Shortages are displayed in Vendor Central -> Payments -> Financial Scorecard.
Online trainings are available in Vendor Central -> Learn -> Payments -> Manage Payments
Q: How can I dispute a shortage?
A: To identify the root cause of your shortages, please review Vendor Central -> Payments -> Financial Scorecard.
Based on the respective defects, you can address your specific questions to our support in Vendor Central -> Payments -> Dispute Management.
Q: Why should I not dispute a shortage earlier than 35 days post the invoice due date?
A: During the 35 days period post invoice due date we still keep checking daily the current stock levels in all Fulfillment Centers (FCs), matching the found ASINs against your confirmed ASINs and invoices. This process is also known as Smart Match System. Payments are being issued based on the physically received units. A Proof of Delivery (POD) might not provide sufficient level of granularity to prove whether the shipped items match exactly with the ordered items. To minimize the risk of potential shortages in the future, please follow the best practices explained in Vendor Central -> Learn -> Operations -> Shipments -> Efficient Receive Learning Path.
Q: What are the benefits of the Licence Plate receive process?
A: Operational performance (including Licence Plate receive process) is one of the key parameters we use when placing Purchase Orders (POs) to vendors. Licence Plate simplifies the receive process through a single scan, reduces the probability of miss-receive (shortages) and reduces the time to deliver.
Online trainings are available in Vendor Central -> Learn -> Operations -> Shipments
Q: How do I know if we are already using the Licence Plate receive process?
A: If you provide a carton label for each of your cartons, as part of the Advance Shipment Notification (ASN) creation, it means you are using Licence Plate.
Please review the online training in Vendor Central -> Learn -> Operations -> Shipments -> Licence Plate/GTIN Goldlist Receive
Q: Can a shortage be caused by selling the same product in different quantities? For example, sending it as a single unit, as well as a case pack of 10 units?
A: Every product must have a unique identifier (barcode and ASIN). This applies also to multipacks (for example: a pack of 10 items vs. a pack of 50 items). For the end customer as well as for Amazon these are 2 different items and you should use 2 different (unique) barcodes and ASINs for each of them. It is not possible to sell 1 ASIN in 2 different quantities. A unique ASIN is required for each quantity.
Q: Is it possible that you book one of my delivered ASINs to another Purchase Order (PO), if you do not find it immediately?
A: If the ASINs correspond to your confirmed units and invoices, the products might get matched to any of your POs, to ensure you get paid for the delivered/received products.
Q: How can I avoid a Purchase Quantity Variance (PQV)?
A: Please implement a control mechanism in your supply chain to ensure that the quantity we ordered and you confirmed is matching. Correct carton labels (for each of your cartons/pallets) are key to minimize the possibility of a miss-receive. In case of discrepancy, please raise a Contact Us case to adjust the purchase order quantity.
3) Delivery Windows
Q: How is the Delivery Window (DW) calculated? What is the usual preparation time?
A: Your DW consists of Purchase Order (PO) Confirmation time (24 hours) + PO Preparation time (usually 48 hours, depending on category and country) + Transit time which is calculated dynamically based on the distance from your warehouse to the respective Amazon Fulfillment Center (FC). Outage days and bank holidays can extend your DW as well.
Q: What should my carrier do when they are aware of a Fulfillment Center (FC) backlog? How should they manage delivery bookings?
A: There is no change to the booking process. When a carrier requests a booking date/time in Carrier Central, if that date/time is not available they will be assigned the next available slot. Carriers need to book time slots as soon as possible for their earliest delivery time (which should be within the delivery window in order to avoid chargebacks). If necessary, Amazon will provide the next best available slot as per FC capacity schedule.
Q: What should my carrier do if our delivery booking slot is moved or cancelled?
A: In case a Fulfillment Center (FC) needs to reschedule a delivery slot, you will receive a notification email at least 24 hours prior to the original scheduled delivery time. The carrier should work directly with the Relay Operations Center (ROC) by raising a case via Carrier Central to understand the next steps.
Q: Do I need to use a separate Advance Shipment Notification (ASN) label, when creating carton labels via Electronic Data Interchange (EDI) which contain a Serial Shipping Container Code (SSCC)?
A: If the SSCC which you personalized via EDI contains all the required information as per your vendor manual, it is sufficient to use SSCC only. In such instances you do not need to use a separate ASN label, if your SSCC contains the ASN number.
You can find a detailed guide to help you follow the correct process in Vendor Central -> Support -> Resource Center -> Operations -> Pan EU Vendor Manual -> Chapter: Shipment Prep and Transportation -> Section: Carton Level Information.
Q: How can I extend the delivery window for specific Purchase Orders (POs)?
A: Please discuss any delivery window adjustments with your Amazon point of contact or via Contact Us case. Please provide a business justification, explaining why your delivery window for certain POs should be extended.
Q: What should I do if my carrier is delaying a delivery?
A: The carrier is your business partner and is directly impacting your vendor performance. Please ensure your carrier is aware of the delivery window and requests a delivery appointment within this window.
Q: Can I extend my delivery window permanently?
A: Amazon estimates the required delivery time from the location of your premises to the respective Fulfillment Center (FC) based on our experience with other vendors. Ensuring your items are delivered to Amazon within the specified window is important because it directly impacts product availability and the commitment to our customers. There are some exceptions where Amazon could temporarily amend your delivery window (for example: external factors/events that cannot be mitigated by you, such as strikes in your community which cause delays in production).
Q: How can I schedule Purchase Orders (POs) to be received only on specific days?
A: Every category has its specific buying schedule. Usually, we order twice a week to guarantee the best possible customer experience and availability of your products. We do not recommend to make any adjustments to your current schedule. Exceptional use cases can be addressed via the “Contact Us” form in Vendor Central and would be evaluated individually.
4) Purchase Order (PO) Management
Q: Can I consolidate multiple Purchase Orders (POs) in one shipment?
A: Yes, if the orders have to be delivered to the same Fulfillment Center (FC) and within the same shipping window. In such instances you can consolidate multiple orders in the Advance Shipment Notification (ASN).
Q: We have not received a Purchase Order (PO) in a few weeks. How can we improve this?
A: We recommend that you regularly re-confirm the availability of your products via Vendor Central -> Items -> Catalog -> Update Availability. In addition, you can request an audit of your catalog via Vendor Central -> Items -> Add products -> NEW: Amazon Selection Assistant -> Get started
Q: Can I receive Purchase Orders (POs) only once a week?
A: Every category has its specific buying schedule. Usually, we order twice a week to guarantee the best possible customer experience and availability of your products. We do not recommend to make any adjustments to your current schedule. Exceptional use cases can be addressed via the “Contact Us” form in Vendor Central and would be evaluated individually.
Q: We have declined a Purchase Order (PO) for items which are obsolete. However, we have received another order for the same items. Why are these products still being ordered and how can we prevent this?
A: Please ensure that you are using the correct PO acknowledgement code. A detailed guide is available in Vendor Central -> Support -> Purchase Orders -> Confirm purchase orders.
Occasionally our ordering system might place an order based on customer demand for a product which is currently unavailable. In such instances you can raise a Contact Us case to our support in Vendor Central, including a list of all your obsolete items. You can ask our support team to create ordering exclusions for your vendor code(s) and block the respective obsolete ASINs.
5) Catalogue and Global Listings
Q: Where can I create or edit products?
A: In Vendor Central -> Items -> Add products -> Add new or existing products
Q: Can I edit products in bulk?
A: Yes, you can edit products in bulk. The same way you download a template to upload new items, you can do so for editing.
Q: Why my product name and/or bullet points do not display on the Amazon website?
A: Amazon will always try to reflect the most accurate data, hence we aim to prioritize information coming from the manufacturer or vendors that registered their brands via Amazon Brand Registry. If you are a brand owner, please register your brand here: https://brandservices.amazon.co.uk (if needed, update the URL based on your marketplace: .de / .fr / .it / .es / etc.)
Q: Am I allowed to ask for a Minimum Order Value (MOV) for my products?
A: We do not recommend to setup an MOV for any of your products, unless it is business critical for you. MOV often leads to overstock and could generate supply chain inefficiencies. If necessary, please open a Contact Us case in Vendor Central.
Q: Can I get support with uploading my catalog?
A: Catalog submission is a self-service process. If you have questions or you are not sure about the required information in a particular step, you can raise a Contact Us case to our support team in Vendor Central.
Q: Where can I find the Global Listings page?
A: Under the Settings tab of your Vendor Central.
Q: What are the requirements to expand my vendor catalog to Global Listings?
A: Safety warnings available in multiple languages are the minimum requirement. Please note that different Plug types or legal restrictions might block some offers for sale in other marketplaces.
Q: With Global Listings, will I receive Purchase Orders (POs) in the different marketplaces?
A: No, you will keep receiving the orders in your local marketplace but your products will be available in other marketplaces. For example: if your local marketplace is Amazon.de and you use Global Listings for France and Spain, your products will be available for customers to purchase them on Amazon.fr and Amazon.es respectively.
Q: What are the advantages of Global Listings?
A: In case you would have ordering accounts in multiple marketplaces, you would also have to deliver to these marketplaces. Via Global Listings you do not have to deliver to the respective marketplaces, because we will order the products only through your home marketplace. Please note that you would not be able to create “deals” for Global Listings. Nevertheless, you would still be able to use Amazon advertising as usual.
6) Cost Update
Q: What can I do if my cost update is rejected on Vendor Central?
A: You can try to submit a new request with a lower value, continue supplying the product at the current cost, or mark the item as temporarily unavailable in your Vendor Central catalog, until the product is available again at the current cost.
Q: How can we check our current item costs in Vendor Central?
A: You can review your current item costs by downloading them from Vendor Central -> Items -> Edit Items Costs.
7) Amazon Brand Analytics (ABA)
Q: What is Amazon Brand Analytics (ABA) Report and what information does it offer?
A: Amazon Brand Analytics (ABA) provides you with reports for your registered brand(s) across multiple areas, such as sales and traffic, operations, forecast and planning, etc. Please review the available online training in Vendor Central -> Learn -> Operations -> Reports -> Introduction to Amazon Brand Analytics (ABA).
Q: How can I get access to Amazon Brand Analytics (ABA)?
A: To get access to ABA, your email address needs to be associated with a brand which has been registered via Amazon Brand Registry. You can enroll into Amazon Brand Registry here: https://brandservices.amazon.co.uk (if needed, update the URL based on your marketplace: .de / .fr / .it / .es / etc.)
Q: Why my Brand Registry application has been rejected?
A: In order to protect your intellectual property, the Brand Registry team adheres to strict guidelines when evaluating an application. Please ensure that you use exactly the same brand name in your application as registered in the trademark register (pay attention to upper-/lower case letters). For specific questions, you can contact the Amazon Brand Registry team: https://www.amazon-brand-registry.com/uk/contact_us (if needed, update “uk” in the URL based on your marketplace: de / fr / it / es / etc.)
Q: Why I do not see Amazon Brand Analytics (ABA) in my Vendor Central?
A: Vendors with no registered brands in Amazon Brand Registry have no access to ABA. If you already registered your brand but still do not have access to ABA one week after registration, please raise a Contact Us case to the Brand Registry team: https://www.amazon-brand-registry.com/uk/contact_us (if needed, update “uk” in the URL based on your marketplace: de / fr / it / es / etc.)
Q: My reporting metrics are restricted and only show the basic report. How can I get the advanced Amazon Brand Analytics (ABA) view?
A: Please register your brand(s) via Amazon Brand Registry: https://brandservices.amazon.co.uk (if needed, update the URL based on your marketplace: .de / .fr / .it / .es / etc.)
If you have already registered your brand but still do not have access, please contact our support team via case, so we can check your setup. If you are an authorized reseller, the brand owner is able to give you access to their registered brand.
8) Electronic Data Interchange (EDI)
Q: What does EDI mean?
A: Electronic Data Interchange (EDI) is the exchange of business documents, such as purchase orders and invoices in an electronic format. Amazon’s computer systems can communicate directly to your systems and electronically exchange business information, making the process more efficient and automated. Your Amazon account can be integrated seamlessly with leading enterprise (ERP) and accounting software solutions.
Q: Which manual processes can I automate through Electronic Data Interchange (EDI)?
A: Please refer to Vendor Central -> Integration (EDI/API), where you can find all details about EDI and its integration.
Q: Why are your ordering items that have no quantity in my Electronic Data Interchange (EDI) cost inventory feed?
A: Unavailable products should be completely removed from your EDI cost feed and set manually to Obsolete via Vendor Central -> Items -> Catalog -> Update availability.
9) Supply chain
Q: What information/labelling should I add to cartons?
A: You can find a detailed guide to help you follow the correct process in Vendor Central -> Support -> Resource Center -> Operations -> Pan EU Vendor Manual -> Chapter: Shipment Prep and Transportation
Q: Can I deliver only to a limited number of Fulfillment Centers (FCs)?
A: Yes, this is possible. Please raise a Contact Us case in Vendor Central and ask about the possibility to be onboarded in the Pan-EU Inbound Consolidation Service (PICS) program. PICS is a new service for EU vendors, which allows you to ship Purchase Orders (POs) to a limited number of Amazon FCs (injection points), for a set fee.
Q: Why did I receive an overstock return more than a month after shipment?
A: Due to supply chain complexity (demand fluctuations, transshipment of goods, etc.), in some cases it might take longer to process a return.
Q: What can drive overstock?
A: If you set up a minimum order quantity for your products, this can lead to overstock. This is why we recommend not to set up a minimum order quantity for any of your products.
Q: What are the requirements for the pallet ordering program (Single-ASIN-Pallet-orders)?
A: ASINs can be enrolled in pallet ordering, in exchange for 5% cost price discount. However, this method is only indicative and not compulsory at the time of ordering. Please note that Amazon does not create pallet orders for Direct Fulfillment or Direct Import vendors.
10) Terms
Q: Are there any formal negotiation cycles to discuss terms?
A: Negotiations usually occur from October to June, but it depends on the specific term of each vendor if we need to negotiate new terms or not. If you would like to negotiate new terms, please send us your offer in written form via Contact Us case in Vendor Central and we will get back to you.
Q: When reducing a cost price, why do you charge the cost difference of your available stock?
A: Price protection agreements are part of your Terms and Conditions with Amazon. To provide the best possible customer experience, we have to compensate the cost difference for available stock.
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