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This article applies to selling in: United States

FBA Onsite program performance requirements

FBA Onsite uses performance requirements to help ensure customer satisfaction. To maintain Prime eligibility, Onsite sellers must maintain the metrics below.

Metric Requirement Best practices
On-time pack 100%
  • Pack units before the expected ship date
  • Prioritize packages with earlier expected ship dates before packages with next-day expected ship dates
  • Add pack stations or additional labor to handle days with higher order volumes
On-time shipment at least 99.5%
  • Hand over units for carrier scanning the same day
  • Alert carriers ahead of time on days with higher order volume so that they’re prepared
  • Provide accurate carrier pickup times for all Onsite carriers
Cancellation rate no more than 0.5%
  • Check your inventory regularly to ensure that you have an accurate count and that damaged items are identified
  • When receiving units, do a six-side check on the packaging to ensure that there’s no visible damage

On-time pack

FBA Onsite requires all orders to be packed before the expected ship date. For example, suppose your carrier pickup time for USPS is 3 p.m. but you pack the items after 2:59 p.m. No matter when the carrier actually picks up your packages, the warehouse management system (WMS) will flag the package as late. The order will then be escalated for a faster shipment method.

On-time shipment

All orders with an expected ship date on any particular day must be handed off to the carrier on that day with a carrier first scan. Missed carrier first scans must not exceed 0.5%. Any orders handed off with a next-day carrier first scan will be counted as late.

If there is a change in pickup time for any of the carriers, contact Seller Support.

Cancellation rate

Onsite sellers must maintain an order cancellation rate of 0.5% or less. As with standard FBA, Amazon strives to fulfill the customer promise by minimizing the number of canceled orders.

Onsite Prime daily order limit

As an Onsite seller, you are required to set a limit for the number of Prime orders that you can reliably ship every day. Evaluate your fulfillment capacity before setting a limit and continue to re-evaluate it as your business changes.

To set your Prime daily order limit, go to the Performance tab of your business console.

Note: The daily order limit represents your ability to ship orders. It is not intended to represent your anticipated order volume.

Example: Suppose you have five employees. At maximum productivity each employee can fulfill 100 Prime orders per hour. If your facility runs for six hours, your daily order limit will be 5 x 100 x 6 = 3,000 orders per day. Enter this number as your Prime daily order limit. You can adjust your limit if your ability to ship changes.

When performance requirements aren’t met

Plan of action

If your node doesn’t meet Onsite’s performance metrics, we may notify you that a plan of action is required. A plan of action should include the following:

  • What caused the issue
  • Actions that you will take to resolve the issue
  • Steps to prevent the issue in the future

You can use the following guidelines to create your plan of action:

  • Be clear and concise. Your plan of action should be factual and direct. Focus on the facts and events that led to the issue rather than providing an introduction of your product, business, or customer. Don’t include questions about or references to other support cases.
  • Provide an explanation for all issues. Some problems can result from a combination of issues (for example, packing delays arising from a power outage and lack of staffing). Include a response for each root cause.
  • Include supporting evidence for all items. Make sure you submit supporting evidence for all of the orders that are under review. You can find the list of orders in our notification to you. Also include communication from the carrier if you believe that the carrier was at fault.
  • Highlight areas in your supporting documents. You can make your responses more relevant by circling or highlighting key areas within your documents. This might include recall information, carrier communications, and cases covering system issues.

Inventory audit

As part of your plan of action, an inventory audit may also be required. An inventory audit is used to determine whether the stock showing in the warehouse management system (WMS) matches what’s in your warehouse.

To audit your inventory, follow these steps in the WMS:

  1. In the Inventory menu, select All inventory.
  2. Select either View by bin or View by SKU, then click Download all.
  3. Count the number of SKUs in each container.
  4. Adjust your inventory.
  • To remove inventory, select Adjustments in the Inventory menu. Select Lost or Remove, then remove the inventory from the bin.
  • To add inventory, select Receive and stow and then add the inventory to the respective bin.

If inventory levels differ from what is actually in stock, you will be asked to update the WMS.

Note: Never use a Found adjustment. Inventory received with a Found adjustment will not show as available for sale on Amazon unless a prior Lost adjustment was made.

Check your performance metrics

Monitor your metrics in the Performance tab of your business console. On this page you can also download a defects report:

  1. Under your node name, select a time frame in the drop-down menu.
  2. Click Download defects report.

More tips for optimal performance

Receiving inventory

  • Audit your inventory at least once a month, and before and after a high-sales season.
  • Place any deal-related SKUs, high-volume SKUs, or both as close as possible to pack stations.
  • When receiving units, do a six-side check on the packaging to ensure that there’s no visible damage.

Shipping to customers

  • Always click Handover as soon as the carrier picks up a package from your facility.
  • Set up an additional pack station as a backup and to move packages more quickly.
  • Set an order limit to prevent surges that overwhelm your staff.

Carrier relations

  • Inform carriers of first-scan issues.
  • Inform carriers of upcoming spikes in volume.

Emergency planning

  • Plan for staffing increases during high-volume seasons.
  • If a power outage or other severe condition prevents your facility from operating, turn off your Prime badge or initiate a temporary node closure in the Performance tab of your business console. Inform us of these actions by contacting Seller Support.
  • During a severe condition, hand over packages only if it is safe to do so. If you can’t hand off packages, make a list of all affected orders and contact Seller Support.

For more information about planning and readiness, visit FBA Onsite readiness guidelines for high-sales events or seasons.

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