Not every FBA shipment delay requires contacting Amazon immediately. Shipping, delivery, and receiving are separate stages, and some delays can occur while a shipment moves through the process.
Knowing when to wait and when to investigate can save time and help you provide Amazon with the right information.
When You May Need to Wait
You generally don't need to contact Amazon simply because:
The carrier has delivered the shipment but Amazon hasn't started receiving it yet.
Amazon has received only part of a multi-box shipment.
Some units are still being processed.
The shipment hasn't yet become eligible for investigation or reconciliation.
Continue monitoring the shipment in Seller Central during these stages.
When You Should Investigate Further
Consider taking further action when:
Carrier tracking hasn't updated for an unusually long period.
The carrier reports a delivery problem.
Amazon has completed receiving but quantities don't match.
Units remain missing after the applicable receiving period.
Seller Central indicates that the shipment is eligible for investigation.
Amazon reports a shipment or receiving issue that requires seller action.
Check Seller Central First
Before contacting Amazon, open the affected shipment and review its current status.
Seller Central may provide specific instructions or indicate whether Amazon is still processing the shipment.
If the shipment isn't yet eligible for investigation, you may need to wait until the date or action provided by Amazon.
Gather Your Information
If you need to contact Amazon, have the relevant shipment information available, such as:
Shipment ID
Affected SKU/FNSKU
Expected and received quantities
Box information
Carrier and tracking details
Any requested supporting documentation
Providing clear shipment information can make it easier for Amazon to investigate the issue.
Important
Use the status and instructions shown for the specific shipment in Seller Central to determine when an investigation can be opened. Receiving and investigation timeframes can vary, so avoid assuming that every shipment should be escalated after the same number of days.