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This article applies to selling in: United States

Customer service for Multi-Channel Fulfillment orders

You are responsible for providing customer service for Multi-Channel Fulfillment (MCF) orders. This includes handling order-status inquiries, customer returns, and reimbursements.

Order status inquiries

Tracking information on MCF orders is available only after your order ships. You can find the estimated shipping and delivery dates and tracking details on your Order Details page in the Manage Orders tool. On that page, you’ll also find a link to Swiship, a website where you and your customers can get real-time information on the location of shipped packages.

If your order has shipped but you don’t see tracking information, note the following:

  • It can take a while for carriers to update their tracking information. Allow at least one day after shipping for tracking information to appear.
  • Some carriers provide only the last tracking event, which is Delivered. In these cases, we can’t provide more detailed tracking information.

If your order has not shipped by the estimated delivery date, contact Seller Support.

Customer returns

You are responsible for coordinating returns with your customer. If you want your customer to send the return directly to Amazon, the product will go back into your inventory if it’s in sellable condition. For Amazon to accept a return, a return merchandise authorization (RMA) must be inside the returned package.

To generate an RMA for your customer, do the following:

  1. On the Manage Orders page, click the order ID.
  2. Click Create Customer Return.
  3. In the Return drop-down menu, select the number of each item being returned.
  4. In the Return Reason drop-down menu, select the reason for the return.
  5. In the Comments text box, type any additional comments. Click Submit.

Send the RMA to your customer to put inside their return package. If you want to provide a return shipping label to your customer, you can find the return address on the RMA. If you’re not providing a shipping label, ask the customer to return the product to the address listed on the RMA.

Click Return Status to track the status of the return. If the returned item is in sellable condition, we’ll return it to your inventory. If the item is damaged, you can submit a reimbursement request. If Amazon processed the return, you will be reimbursed in accordance with the FBA lost and damaged inventory reimbursement policy and the Amazon Services Business Solutions Agreement.

Reimbursement requests

You are eligible for reimbursement on your MCF orders if the order is determined to have been lost or damaged.

Lost

If your order hasn’t been delivered within seven days after the estimated delivery date, you are eligible to file for lost reimbursement. Orders that the carrier marks as delivered are not eligible for reimbursement.

The reimbursement amount is calculated according to the FBA lost and damaged inventory reimbursement policy. Amazon reimburses you, not the customer. It is your responsibility to resolve the issue with the customer.

Damaged

If your order was damaged in transit to your customer, you are eligible to file for damaged reimbursement. You must provide photographic proof of the damaged item to get reimbursement.

Important: If you use MCF as a way to remove items from a fulfillment center, you won’t be eligible for lost or damaged reimbursements. Instead, create a removal order. For more information, visit Remove inventory (overview).

Unfulfillable orders

Occasionally, an order that you created can’t be fulfilled because the unit is damaged and a replacement was not available, or the product was recently categorized as a hazardous good.

We recommend that you check your Daily Inventory History report to see if you have enough inventory to avoid running out of stock.

If you were notified that one of your products may be hazardous, see FBA dangerous goods (hazmat) review process.

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