FBA Poor Packaging - Cashews getting broken in paper mailers, Amazon refusing bubble wrap despite evidence
Hello fellow sellers,
We sell premium Goan Cashews (Dry Fruits category) via FBA and have been facing a serious packaging issue for months. Amazon is shipping our fragile cashew products in brown paper mailers instead of bubble wrap or corrugated boxes.
The result: cashews arrive broken/crushed, leading to negative reviews and high return rates.
Our Voice of Customer data clearly shows:
- FBA fulfilled: 3.35% NCX rate with 87% of complaints being "Damaged item" (Poor status)
- Same product Merchant fulfilled: Only 0.43% NCX rate (Excellent status)
This proves the issue is 100% Amazon's FBA packaging.
We have had a support case open since Feb 10, 2026 (Case #12115517472) and despite multiple escalations via chat, phone, and even offering to pay extra for better packaging, Amazon says the damage rate is "below threshold" and they "cannot deviate from standard procedures."
We have 24 FBA returns in the last 90 days for just one ASIN, including 4 marked as "Carrier Damaged."
Has anyone else faced this issue with fragile food products? How did you get Amazon to change the packaging? Any suggestions would be really helpful.
Thank you!
FBA Poor Packaging - Cashews getting broken in paper mailers, Amazon refusing bubble wrap despite evidence
Hello fellow sellers,
We sell premium Goan Cashews (Dry Fruits category) via FBA and have been facing a serious packaging issue for months. Amazon is shipping our fragile cashew products in brown paper mailers instead of bubble wrap or corrugated boxes.
The result: cashews arrive broken/crushed, leading to negative reviews and high return rates.
Our Voice of Customer data clearly shows:
- FBA fulfilled: 3.35% NCX rate with 87% of complaints being "Damaged item" (Poor status)
- Same product Merchant fulfilled: Only 0.43% NCX rate (Excellent status)
This proves the issue is 100% Amazon's FBA packaging.
We have had a support case open since Feb 10, 2026 (Case #12115517472) and despite multiple escalations via chat, phone, and even offering to pay extra for better packaging, Amazon says the damage rate is "below threshold" and they "cannot deviate from standard procedures."
We have 24 FBA returns in the last 90 days for just one ASIN, including 4 marked as "Carrier Damaged."
Has anyone else faced this issue with fragile food products? How did you get Amazon to change the packaging? Any suggestions would be really helpful.
Thank you!
25 replies
Seller_LVZcgxAgZ2xBv
When you inbound to FBA, how are the nuts apportioned? A plastic bag with a label, or something else?
Can you package them more securely, for instance, instead of a bag, using a box with padding inside? If they are a premium product, gift-worthy premium packaging might resonate better with customers and justify a higher price than competitors.
Seller_rI7BZIczK8iAC
You have to send it to Amazon EXACTLY how you want the customer receives it. It has to endure a truck rolling over it.
Seller_4zBzdtgCyS9EI
If you don't want it send in a paper envelope, you need to send it to Amazon the way YOU ship it to buyers.
Seller_iobipI6xASRkh
Sellers package the item ready to be shipped and protected, you can't control Amazon's shipping.
Seller_xo4Akj7FBBnfC
Not a food item, but a few years ago we launched a new product (B0B2FDSC3S) that had some big functional improvements, but closely matched the dimensions and weight of some alternatives we had previously bought through FBA.
Because the physical specs were so similar, we assumed comparable packaging would be OK. That was a mistake.
Shortly after launch, we got a nasty video review (screenshot below) showing significant damage—likely from FBA shipping the item in a thin plastic bag, and then UPS dropping it off the back of a moving vehicle.
The customer returned the item and got a replacement at our expense, but that video remains by far the most visible feedback on the page.
So we reworked the packaging for all future production runs. The box dimensions and appearance stayed the same, but its material was changed to a crazy expensive, crush-proof grade—far beyond anything we’ve seen used on this type of product.
This was expensive, but it seems to have eliminated issues that could occur when FBA ships it in a flimsy bag.
Incidentally, this put us into a catch-22: the only way to get rid of that nasty video would be to create a new listing for the item with its upgraded packaging. But since the box contents did not change, Amazon won't permit use of its New Version tool—leaving any new ASIN too difficult for customers to find.
So we stayed with the original listing, and that video is forever on the page.
Glenn_Amazon
Hi there @Seller_ckQ9mLZ7ZeLnp,
In general there is no way to change the external packaging for a product as it's shipped, it's based on the product's size and the fulfillment center that the product is located. I'm sorry for any difficulties this creates. I would recommend you review your prep for your products to prepare them in such a way that they can arrive safely and meet Amazon's prep standards. Your product will need to be able to meet the Product packaging requirements and if your products continue to have issues you may want to review your prep for a possible upgrade. Thank you for your understanding.
-Glenn
Seller_Ha6JyVvDK6Ybs
Why would anyone buy edible product off of amazon is the real question, oh wait cause they will pack poorly and you get it free.
Seller_bPgQUzu7ezDqL
We ship Artisan Temporary Urn boxes - in various picturesque themes. Amazon in return ships them out with a big label stuck directly to the boxes itself. Amazon won't change, we bag them now when they are sent to FBA. My advice, when sending things FBA always pre-package for the worst possible scenario because that's what will happen with AMZ.
Seller_w9IxwsraRb9lc
Why on earth does anyone use FBA?
You take all control from your business & give it to Amazon who does whatever they want to you.
Seller_8n6qPcGH9CWsD
Either they need to be in plastic jars or what I have done is put the nuts in bubble wrap food bags and put the bubble wrap bag inside the printed packaging.
