Amazon. com Help: Order Restrictions

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Seller performance measurement

Amazon places high importance on maintaining the trust of our millions of satisfied buyers. We have established performance targets for sellers so that buyers can shop with a sense of safety and security about their third-party marketplace transactions.

Seller performance targets

All sellers should be working toward achieving and maintaining a level of customer service that meets the following seller performance targets for every product they sell:

Order defect rate: Pre-fulfillment cancel rate: Late shipment rate:

Failure to meet these targets may result in the removal of your selling privileges.

A seller who maintains a low percentage of negative feedback reflects our customer-centric philosophy. One - and two-star ratings are considered negative. A seller who works proactively with customers to resolve order problems will avoid most A-to-z Guarantee claims. We measure your claims rate using the percentage of all orders, of any status, that involved a claim. When a buyer disputes a purchase charged to their credit card with their bank, it's referred to as a service chargeback request.

Measure seller performance

The following customer metrics are used to measure seller performance:

Order defect rate (ODR)

ODR is the percentage of your orders for which you received a negative feedback, an A-to-z Guarantee claim, or a service credit card chargeback. It allows us to measure overall performance with a single metric.

A seller who maintains a low percentage of negative feedback reflects our customer-centric philosophy. We consider one - and two-star ratings as negative. A seller who works proactively with customers to resolve order problems will avoid most A-to-z Guarantee claims. We measure your claims rate using the percentage of all orders, of any status, that involved a claim. When a buyer disputes a purchase charged to their credit card with their bank, it is referred to as a service chargeback request.

Pre-fulfillment cancellation rate

This is the number of seller-fulfilled orders cancelled by a seller prior to ship-confirmation divided by the number of seller-fulfilled orders in the relevant time period. To calculate this metric, we consider all order cancellations initiated by the seller for any reason.

Late shipment rate

This is the number of seller-fulfilled orders with shipments that are not confirmed by the expected ship date divided by the number of seller-fulfilled orders in the relevant time period. Orders that are ship-confirmed late might lead to increased customer contacts and negatively impact customer experience.

Performance review and notification process

We regularly review the performance of all sellers and notify them when they are off-target. This review process is designed to give you time to improve your performance.

In most cases, we contact sellers with poor performance to ask for measurable improvement within 60 days of the first warning. Occasionally, sellers with very poor performance are immediately suspended or blocked.

If your seller account has been suspended, you may be eligible for reinstatement. You can appeal our decision by providing our Seller Performance team with a plan of action for correcting the problems that have contributed to this action. Learn how to Appeal the restriction or removal of selling privileges.

Monitor your performance with Customer Metrics

We strongly encourage all sellers to monitor their performance regularly using the customer metrics tool in their seller account. For more information, see Account Health on Seller Central. This tool provides data on all of the performance metrics so you can easily see if you are meeting our targets.

For detailed information about each performance metrics and how to use the Customer Metric tool, see Monitor your performance metrics and Account Health Dashboard FAQ.

Geographic Restriction with Amazon CloudFront

My colleague Nihar Bihani sent me a guest post to announce a new and often-requested feature for Amazon CloudFront.

CloudFront just added a geo-restriction feature to make it easier to restrict access to your content based on the geographic location of your viewers.

In early 2012 we published a tutorial that shows how to add geo-restriction logic to your web application using Amazon CloudFronts private content feature in combination with a third party geo-location product. Were making this process easier for you today by adding a feature that does geo-restriction at the edge locations and doesnt require you to use a third-party geo-location product.

Heres how it works. Lets say that youre an online video publisher and have rights to distribute a video to users in a single country. You therefore need a way to prevent users who arent in that country from accessing your video. You can now do this by using Amazon CloudFronts geo-restriction feature and whitelisting the country where youre allowed to distribute your video file. Then, CloudFront edge locations will first check the location of the viewer (based on their IP address) and only serve the video if the viewers IP address maps to the whitelisted country. CloudFront uses a geo-IP database behind the scene to map IP addresses to countries.

Here is another scenario. Say youre a software company and need to restrict the download of your encrypted software product by users in certain territories because of licensing terms or regulations. In this case, you can configure a blacklist of countries using the Amazon CloudFront Management Console (or our API) so CloudFront edge locations dont serve your content to any requests from one of your blacklisted countries.

Weve added a new tab in the CloudFront Management Console called Restrictions where you can first enable or disable Geo Restriction.

Once you enable the feature, you can select whether you want to configure a whitelist or blacklist of countries for your distribution. Then, you can select one or more countries from the list in the left hand box, and move those countries to the right hand box before you click the Yes, Edit button. Thats it! Once this configuration gets deployed to our worldwide edge locations (which takes a few minutes), the CloudFront edge locations will begin blocking users from certain countries based on your configuration.

For users that are blocked, CloudFront will serve an HTTP response of 403 (Forbidden). Learn more about geo-restriction with CloudFront by reading the CloudFront Developer Guide. You also have the ability to configure a custom error page with CloudFront for the 403 response so that you can serve a friendlier message to your users if you want. Learn more about Custom Error Pages.

— Nihar Bihani, Senior Product Manager

PS – In order to help you to understand and use this new feature, we will be hosting a webinar on February 4, 2014. Please sign up to attend Using Amazon CloudFront to Protect Your Content Delivery via Geo-Restriction, Private Content, and Custom SSL Certificates.

Jeff Barr is Chief Evangelist for AWS. He started this blog in 2004 and has been writing posts just about non-stop ever since.

Packaging Requirements

On this page, you will learn about the general prep requirements for sending FBA inventory to Amazon fulfillment centers, as well as the specific product categories that require specialized prep.

You can find detailed product packaging information here.

All individual SKU items must be contained within a single package, including multiple volume set book publications. Amazon does not accept products requiring assembly of multiple separate pieces at our dock (for example, wheel barrows where handles and legs come in separate boxes). Any FNSKU used by the seller must correspond to one unique product, including assortments that should have a unique FNSKU per assortment type. All products must be labelled with one scannable FNSKU on the outside of each shippable unit of the product. Human readable UPC/ISBN/EAN numbers should be included on the label as well. Label should be on the exterior of the product in an easily accessed and scannable location. Please provide clear product identification on the packaging with product in neutral packaging, so that the merchandise can be distictly identified in the shipping process. All items must be easily identifiable. Packaging must carry a label with an identifier (such as title, colour and model number) in addition to their EAN/UPC/ISBN barcodes. Unauthorised marketing materials (e. g., pamphlets, price tags, or other non-Amazon stickers) are prohibited. Amazon will not accept pre-priced labels or products.

The following document is available for print and use as a quick reference when preparing products for shipment to Amazon fulfillment centers.