Frequently Asked Questions

Below is the overview of the questions. Feel free to navigate across all the queries or refer a specific FAQ.

Eligibility / Restrictions / New Features:-

1) What is the eligibility / restrictions of FBA pickup?

2) What are the 2 new features on FBA pickup? How do I use them?

Troubleshooting / Tips for Common Issues:-

3) The ‘FBA pickup (formerly known as Amazon Inbound Pickup Service)’ option located in the ‘Prepare Shipment’ tab of shipment creation workflow is grayed out. What should I do?

4) I am unable to see a pickup slot? What should I do?

5) I am unable to generate a Delivery Challan and getting internal failures? What should I do?

6) I need to change my Ship from Address and need access to my address book? How should I do that?

7) The Calculate button is not working, what should I do?

8) I am new to FBA and was told that the first 100 units are free. However, it’s not showing as free. What should I do?

Cancellation, Rescheduling, Missed Pickups and Tracking inventory:-

9) How should I cancel / reschedule my pickup?

10) The associate did not show up for pickup. What should I do?

a. What is an appropriate time to contact seller support for a missed pickup

11) How can I confirm whether a shipment was sent through Amazon partnered carrier/inbound pickup service or not?

12) How do I track where my shipment has reached? What do I do if it has not reached the FC?

13) I can’t see the units I sent being reflected in my inventory. What should I do?

14) What do the different status updates on the Shipment Summary Page mean?

Eligibility/ Restrictions/ New Features

Q 1. What is the eligibility / restrictions of FBA pickup?

To be eligible, go through the following restrictions:-

1. No Hazardous / Dangerous goods.
2. In a single shipment, total shipment weight needs to be < 999 kgs. Total boxes < 150. However, you can always split a large shipment into multiple smaller shipments.
3. Individual box weight < 18 kgs and no box dimension larger than 70 cm x 70 cm x 45 cm.
4. Pin code coverage for pickups is currently restricted to the following list.

Issues which may lead to rejection / return of package are:-

1. The shipment/boxes exceed the size or dimension or weight limits for the service
2. Size or weight declared on Seller Central is different from the actual weight (On shipment label)
3. The tapes used by seller corresponds to a different online competitor
4. Label is not of an A4 size sheet or is of a poor quality and is unscannable

Q 2. What are the two new features on FBA pickup? How do I use them?

As per GST Law, you need to comply with the following:-

• You must provide a copy of the Delivery Challan / Stock Transfer Note / Tax Invoice inside each box.
• If your goods have a declared value of more than INR 50,000, an E-Way Bill needs to be filed by either yourself or your transporter.
• FBA pickup helps solve both these requirements.
• FBA Pickup will generate a Delivery Challan for you to print and insert into each box that is picked up. No need to create your own challan.
• For E-Way Bills, Amazon with file on behalf of seller (Free of cost) if you’re declared value is more than INR 50,000. Seller can visit https://ewaybillgst.gov.in/ for E-way bill copy (Reports > My EWB Reports > Outward Supplies.
• For more details about the benefits of FBA pickup and how to use the new features, watch this video.

Troubleshooting / Tips for Common Issues

Q 3. The ‘Partnered Carrier (Amazon Inbound Pickup Service)’ option located in the ‘Prepare Shipment’ tab of shipment creation workflow is grayed out. What should I do?

This (shown above) might happen because of the following reasons:

1. You are trying to ship hazardous materials through FBA Pickup Service. Currently, this service does not support shipping of hazardous material. Check if you are able to see this option for other shipments, which do not have hazardous material.
2. Your Ship from pin code location is currently not part of the pickup coverage list here. Check if you are able to see this option if you change the Ship from Address. If you desire to get your pin code added to the FBA pickup coverage, please fill up this very simple form here.

If neither works, please contact Seller Support / Seller Partner Services to help with the issue of “FBA pickup not enabled”

Q 4. I am unable to see a pickup slot on the calendar. What should I do?

In some cases, you may not see any pickup slot in the calendar (like below):

This may be because of lack of space of capacity in the FC (Fulfilment Centre) you are sending your shipment to. Instead please try to send your shipment to other FCs in your state. You may need to list the FCs as additional APOBs by following the link here. If this still does not work, please reach out to Seller Support with the issue “No pickup slots available on the FBA pickup calendar”.

Q 5. I am unable to generate a Delivery Challan and getting internal failures. What should I do?

If you get the below error while generating the challan:

Or

Root cause is that the address does not have a valid information in the State/ Pin code or GSTIN fields. Create a new Ship From Address by completing the below steps:-

1. On the Prepare Shipment page, click on Ship from another address as shown below.
2. Click Edit to enter the address from where shipment needs to be picked.
3. Create a new address with correct state/pin code/GSTIN as per the drop down given (The short form of state like KA, MH etc. are invalid).
4. Try to Generate challan again after this is completed.

Q 6. How do I access my address book and make changes?

1. Click Ship from another address on the Prepare Shipment Page.
2. Click Edit to enter the address from where shipment needs to be picked (see previous FAQ for details)

Q 7. The ‘Calculate’ button in the ‘Prepare Shipment’ page of shipment creation workflow is grayed out. What do I do?

This might happen if you have not added contact details under the ‘Contact person’ head on the Prepare Shipment page (highlighted below in yellow). Click on Add contact and provide the details of the contact person for the pickup.

Q 8. I am new to FBA and was told that the first 100 units are free. However, it’s not showing as free. What should I do?

Congrats on signing up for FBA. It may take us up to a week for set up your FBA Pick up service discount after you complete your GST related requirements.

Cancellation, Rescheduling, Missed Pickups and Tracking inventory

Q 9. Can I cancel/ reschedule the scheduled pickup appointment?

Please refer to the detailed steps on the Cancel / Reschedule page here

Q 10. What if the carrier doesn’t turn up as per the pickup slot?

If the carrier does not turn up till the end of the pickup slot, check that you have the right contact information in the address book and the right ship from address.

Post 3 hours of slot completion, you can contact Seller Support / Seller Partner Services and provide shipment-related details. Please fill up the Reschedule FBA Inbound Pickup Service pickup form.

Q 11. How can I confirm whether a shipment was sent through FBA pickup service or not?

Re-visiting the shipping method and carrier chosen (as per the below mentioned steps) for the relevant shipment will help you confirm if you opted for FBA pickup service.

1. From Seller Central portal open Shipping Queue: Hover on Inventory tab and go to Manage FBA Shipments (the default is set to Shipping Queue).
2. Search for the shipment in question in your shipping queue.
3. Click the Track Shipment button for the relevant shipment.
4. Go to the Summary tab and click on Show more option on the extreme right (as shown below):
5. On the Summary tab, confirm that the Shipment method is “Small parcel delivery (SPD)” and the carrier is “Amazon Transportation Services Pvt Ltd., India”. Also, confirm that there is a tracking ID with associated tracking events.
6. Once the above is verified, go to the Prepare shipment tab (shown below) and confirm that the radio button next to FBA pickup (formerly known as Amazon Inbound Pickup Service) has been selected for the ‘Small Parcel Delivery (SPD)’ shipping method.

If steps 5 and 6 above, show ‘Small Parcel Delivery (SPD)’as shipment method and ‘FBA pickup (formerly known as Amazon Inbound Pickup Service)’ as shipping carrier, you can be sure that you opted for inbound pickup service for the shipment.

Q 12. How do I track where my shipment has reached? What do I do if it has not reached the FC?

Yes, you can track your shipment at the carton/box level on the ‘Track Shipment’ tab under the ‘Summary’ section of the shipment creation workflow. Key things to remember:-

Return received at Return FCs means that the Shipment has reached the destination FC and units should reflect in your FBA inventory within 48 hours.

For shipments which are intra city (eg:- Mumbai to Mumbai), it should take between 1 - 2 days to reach the FC.

For shipments which are intra state (eg:- Nagpur to Mumbai), it should take between 2 - 4 days to reach the FC.

For shipments which are inter-state but within the same zone (eg:- Ahmedabad to Mumbai) it should take between 3 - 5 days to reach the FC.

For shipments which are inter-zone (eg:- Delhi to Mumbai) it should take between 4 - 6 days to reach the FC.

If your shipment has not reached the Amazon FCs with the time period mentioned above, please raise a case to Seller Support under the head “FBA pickup package delayed in transit”.

Q 13. I still can’t see my units that I sent in my inventory on Seller Central.

After receipt of inventory at FC (i.e. after Return Received at Return FCs as per the previous FAQ), it usually takes 48 hours for the inventory to reflect in Seller Central.

If after 48 hours of each box being received at the FC, the units sent are still not reflecting in Seller Central, please raise a case in Seller Central with the problem statement of “Units are Lost in Transit”.

Q 14. What do the different status updates on the Shipment Summary Page mean?

Shipment Summary Terminology	Explanation
Pick-up scheduled with courier.	Day on which the shipment was created (not the day of the pickup)
Item has been picked up by courier.	Amazon Associate has scanned the package
Package has shipped	Package has left the pick-up premises
Customs released at destination port	Station preparing to pick up package
Undeliverable	Package has suffered damage (packaging/labeling) and cannot be moved forward
Return arrived in return FCs	Package has been delivered at the FC