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This article applies to selling in: United States

Troubleshoot receiving issues

This page provides information on how to troubleshoot a shipment that has not been properly received.

A shipment's status changes to Checked In when it arrives at the fulfillment center. A checked-in shipment has not yet been opened. After a shipment has been opened and a fulfillment center associate begins scanning the items to add them to your inventory, the shipment status changes to Receiving.

Your shipment will be eligible for investigation on or after the date shown in the Reconcile section of your shipment summary.

  • Was your shipment delivered to the correct fulfillment center?

    If a shipment is sent to the wrong fulfillment center, the processing may be delayed. You can confirm that your shipment was delivered to the correct fulfillment center by comparing the delivery address provided by your carrier to the assigned fulfillment center address available on the Summary page for that shipment. You can quickly reach the Summary page by clicking the shipment ID in the Shipping Queue.

  • Is the shipment ID correct?

    When multiple shipments arrive at the same fulfillment center at the same time, it is possible that items may be counted against the wrong shipment ID. These items are received, but will appear to be missing from the assigned shipment. You can use the Received inventory report to confirm which FNSKU was sent with which shipment ID.

  • Is your inventory properly packaged and prepped?

    Inventory that is not packaged, prepped, or labeled correctly may be redirected to a prepping station (Directed to prep), causing a delay in reaching Receiving status.

  • Did you send the same items as those listed in your shipping plan?

    Items in your shipment that don't appear in the shipping plan may delay receiving. You can determine any discrepancies by matching the SKUs in your shipping plan with the SKUs marked as Received on the Shipment contents tab of the Summary page. You can quickly reach the Summary page by clicking the shipment ID in the Shipping Queue. The presence of SKUs marked as Received that are not on your shipping plan may delay the processing of your shipment.

  • Did you send more items than the quantity listed in your shipping plan?

    If you sent more of a single MSKU than the quantity you listed in your shipping plan, one of two things may happen:

    • All items appear as Received for the same shipment, with the excess noted as an overage.
    • The quantity listed is marked as Received, the shipment is marked as Closed, and the overage is counted against an open shipment that is in either Receiving or Working status. If you don't have a shipment with the status Receiving, the shipment that is in Working status is automatically changed to Receiving. In such a case, you will need to duplicate the shipment in order to save the information that you have already entered to continue working on it.

    You can determine any discrepancies by matching the number in the Shipped column with the number in the Received column on the Shipment contents tab of the Summary page. You can quickly reach the Summary page by clicking the shipment ID in the Shipping Queue. If the number is higher in the Received column, the processing of your shipment may be delayed.

  • Were your items received against a different shipment ID?

    Items can be received against a different shipping plan due to:

    • Affixing the wrong label to the shipping container
    • Placing the item in the wrong shipping container
    • Sending the shipment to the wrong fulfillment center

  • Did your distributor send the shipment to the fulfillment center for you?

    Contact your distributor and verify the quantity of each product sent. For cases or items sold as a set, verify the number of items in each case or in each set.

  • Did you sell any items after the shipment status changed to Receiving?

    Items sold may account for a quantity that is less than what you sent to the fulfillment center.

If, after answering these questions, units in your shipment are still missing, use the Shipment Reconciliation tool in your seller account to reconcile your shipment. For more information, go to Reconcile your shipment.

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