Seller Fulfilled Prime allows you to list your products as Prime-eligible and handle the fulfillment yourself. You can display the Prime badge on the products you already ship directly to customers with two-day shipping and free standard shipping (see video). There is no fee to enroll in Seller Fulfilled Prime.
Before you can participate, you must satisfy performance requirements during a trial period (see video) to demonstrate that you can meet customers' service expectations. After successfully completing the trial, you're automatically enrolled in the program.
Sellers who are approved to enroll their products in Seller Fulfilled Prime will be able to:
Seller Fulfilled Prime enrollment requirements
After successfully completing the Prime Trial period, you are automatically enrolled in the Seller Fulfilled Prime program.
Now that you are enrolled, in order to maintain the Seller Fulfilled Prime status, you must continually satisfy the following criteria:
Amazon will evaluate your Prime eligibility each day. If your performance metrics fall below the established thresholds, or if you violate the program terms, your enrollment in the program may be revoked. The Prime badge will be disabled on your offers, and your program status will change to Ineligible under the Premium Shipping Programs section in the General Shipping Settings. You will be unable to offer products with the Prime badge on your seller-fulfilled listings until you are able to satisfy all performance metrics and program terms.
If your eligibility to participate in Seller Fulfilled Prime has been revoked, we may require you to provide us with a Plan of Action that explains the issue, including a root cause analysis, and a description of the steps you will take to prevent similar issues in the future. You can review the Seller Fulfilled Prime performance metric requirements prior sending in a Plan of Action. Plans of Action can be submitted by clicking the Create POA button on the Seller Fulfilled Prime Performance dashboard.
The following are some examples of performance issues and we also offer suggestions for how to resolve them.
|Your program eligibility was revoked due to:||Action|
|On-time Shipment rate||Review your late shipments in the defect report and identify the late ship root cause.
Tip: Use a ship method that will deliver your packages by the delivery date promised to the customer.
|Buy Shipping services usage rate||Review your defects report for orders with an “X” in the Shipped outside Buy Shipping column.
Tip: Use an approved API to purchase shipping labels through Buy Shipping Services.
|Cancellation rate||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 ensure you never list products that you cannot ship immediately.|
|Delivery Speed Metrics||Enable or increase Prime coverage of One-Day Delivery by adding more states to your Prime shipping templates.
Note: If you are using Shipping Region Automation to set your Prime regions, you may improve coverage by adding additional shipping services and/or updating the delivery zone limit of the shipping services.
|Weekend Operation||Ensure your Prime badge is still enabled throughout the weekend.
Note: A Saturday cut-off can be set as early as 10:30 AM. Weekday cut-off will remain no earlier than 2:00 PM.
|Weekend Delivery||Use shipping services that pick-up and deliver to customers over the weekend. For more information, see the Order fulfillment settings page to learn how you can customize your order fulfillment settings including order cut-off times, weekend operations, and weekend delivery.
Note: If you are shipping with multiple carriers and have pick-up schedules that vary by day of the week, we encourage you to adjust the order cut-off/last pickup times for every day of the week for each carrier.
|Nationwide Delivery coverage||Confirm that the Prime regions selected in the shipping templates for your standard-size products cover the 48 contiguous United States and the District of Columbia. Buy Shipping will surface ship methods that meet the customer promise based on your templates.|
If your Plan of Action is approved, your eligibility to participate in Seller Fulfilled Prime will be restored.
Seller Fulfilled Prime Returns Policies
All post-order contacts regarding Seller Fulfilled Prime orders will be directed to Amazon Customer Service.
Amazon Customer Service (CS) will provide, and have sole discretion in determining, all post-order customer service to Prime items including customer returns, refunds, and adjustments to Seller Fulfilled Prime items (such as return-less refunds, partial or full refunds, changes to the shipping speed, and shipping price for an order, refunds of the shipping charge, cancellation of an order, or returns including a refund outside the stated return window).
As a part of participation in Seller Fulfilled Prime, sellers agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to Seller Fulfilled Prime items to your account.
Sellers remain responsible for pre-order buyer inquiries, inquires related to the products, and any order-related questions from CS. You agree that you will be respectful in handling all such contacts and meet the Prime high performance bar related to customer service and customer experience.
Amazon provides and has sole discretion in determining all post-order customer services, including customer returns, refunds, and adjustments related to Prime items. You agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to Prime items to your seller account. Visit the customer service section in Program Terms and customer service for Seller Fulfilled Prime for more information.
Normally, you are responsible for issuing a refund for a return on a Seller Fulfilled Prime order. However, in certain situations, Amazon may issue a refund to the customer on your behalf. When Amazon issues a refund to a customer and you think that you should not be held financially responsible for the charge, you may file a claim for reimbursement via the Seller Assurance for ecommerce Transactions (SAFE-T).
In general, CS will try not to contact you about Seller-Fulfilled Prime orders. In some cases, Amazon still needs your help to solve customer problems. If CS contacts you on behalf of a customer:
No, all in-policy return requests are auto-authorized. You do not need to take any action to authorize returns.
You have two business days to refund the item after you have received the return at your warehouse.
It is your responsibility to issue a refund to the customer upon the receipt of a return. However, CS reserves the right to provide a refund on customers' request in exceptional situations (refer FAQ No.6 below).
Amazon has sole discretion on providing refunds for customers within SFP, however these are the most common scenarios where CS would issue a refund
Sellers are notified of refund decisions by Customer Service with information on why that refund has been issued (see FAQ No. 12).
Ordinarily, CS associates will resolve issues without contacting you. However, CS may contact you via buyer/seller messaging when the customer has a specific product question that the CS associate is unable to answer.
Ordinarily, Customer Service will ask the product to be returned before initiating a refund. In certain cases, Customer Service may make an exception and ask the product not to be returned. Amazon may reimburse you if your claim meets the criteria in the Seller Fulfilled Prime Reimbursement Policy.
At this moment, repair functionality is not available in SFP. Please accept the return and provide a full refund to the customer.
In certain cases, Customer Service may accept a return or provide a refund to the customer even outside the return window. These exceptions are made on a case-to-case basis depending on the customer situation.
No, if the customer was able to return the product it is because Customer Service provided an exception to the customer and accepted the return request outside the return window. You are required to accept all such returns. Amazon may reimburse you if your claim meets the criteria in the Seller Fulfilled Prime Reimbursement Policy.
To dispute a refund amount issued by Customer Service, please refer to Seller Fulfilled Prime Reimbursement Policy.
In certain cases, Amazon may reimburse you if you claim you should not be held responsible for the refund. You can create a SAFE-T claim to ask for reimbursement, please visit Seller Fulfilled Prime Reimbursement Policy to get more information about SAFE-T claims.
In the case where the refund happened because of poor carrier delivery performance, typically lost or damaged items, you should contact the carrier directly providing them full details of the case and seek compensation from them directly.
You might be eligible for reimbursement if a customer has been refunded by Amazon for one of the following reasons and the amount reimbursed to the customer has been taken from your seller account.
Below are the scenarios that you might be eligible for a reimbursement. This list does not guarantee a reimbursement, and Amazon maintains all rights to determine what reimbursement value, if any, is issued:
You may be eligible for reimbursement for a free replacement if:
The following restrictions apply to reimbursements:
You can view updates on your claim in the Manage SAFE-T claims page which will highlight the claims that need your response. You can click on the ‘View message’ button that will open the SAFE-T Communication Center where you can read and respond to the message.
Failure to provide sufficient information in seven days will result in the denial of your claim.
To track the status of your reimbursement claims, go to Orders>Manage SAFE-T claims.
If you do not agree with the SAFE-T’s decision, and you have additional information and evidence to support your argument, you can appeal the SAFE-T claim within seven days of claim decision via the Manage SAFE-T claims page, through the reply option available against all resolved claims. You can appeal a SAFE-T claim only once, so study the denial reasons and provide additional information that will support your appeal.
Manage SAFE-T claims page will indicate “Reply by <Date> <Time>” against each claim. For resolved claims, the timeline to respond will be indicated as “Appeal by <Date> <Time>” against each claim.
Filing SAFE-T claims do not count against your performance metrics, but any attempt to abuse the SAFE-T process or seller reimbursement policy may lead to performance action on your account.
When you file a reimbursement claim, you confirm that the details mentioned in the case are true and that any misrepresentation or deviation from the statement may lead to removal of your selling privileges, return of all earlier reimbursements, or any other appropriate action by Amazon.
Saturday pick-ups and drop-offs are offered by UPS and FedEx for their Air and Express services. UPS Ground and FedEx Ground/Home pick-ups are not part of their general service offering but may be available through special operating plans and agreements with these carriers. Please contact the carriers for more information. Services provided through special operating plans will not be available through Buy Shipping and are exempted from the Buy Shipping requirement.
USPS will pick-up on Saturdays and allow drop-offs.
Sunday pick-ups are not part of the general service offerings for FedEx and UPS, but may be available through special operating plans and agreements with these carriers. Please contact the carriers for more information. Services provided through special operating plans will not be available through Buy Shipping and are exempted from the Buy Shipping requirement.
USPS provides limited pick-ups on Sundays and may accept line-haul drop-offs at larger processing facilities on an appointment basis. USPS services may work for regional coverage but are likely to be insufficient to meet nationwide delivery speed metrics on their own.
|Carrier||Service||Saturday pick-ups||Saturday drop-offs||Sunday pick-ups||Sunday drop-offs|