Multi-Channel Fulfilment: Fulfil orders for your sales channels

Amazon Multi-Channel Fulfilment (MCF) fulfils orders for your sales channels at the same delivery speed as Fulfilment by Amazon (FBA). For more information, go to Multi-channel fulfilment, our program page.

Delivery times are calculated from the time that an order ships from our fulfilment centre to when it is delivered to the buyer.

Multi-Channel Fulfilment does not offer exports of orders to buyers outside of Canada.

Multi-Channel Fulfilment fulfils orders from outside of Amazon, including your own website. You can create Multi-Channel Fulfilment orders through our quick order form, bulk order upload or API integrations with providers such as Shopify, ChannelAdvisor, ShipStation and WooCommerce.

A quick order form allows you to place a single ship order or hold order against available FBA inventory by entering your customer's shipping address, items and shipping speed. Multi-Channel Fulfilment bulk orders allow you to create and cancel multiple orders at once by uploading a completed template.

If you select Place order, you'll create a ship order that will plan and ship within two business days for Standard speed and next business day for Expedited and Priority speeds. Creating a hold order will plan an order, reserving your inventory.

The order must be activated on the Multi-Channel Fulfilment order details page before the expected ship date in order to ship and meet the expected delivery date. If the order is activated after the expected ship date, the order will likely be delivered at a later date and the expected delivery date might not update. If the hold order isn't activated within two weeks, the order will be cancelled.

You can cancel any Multi-Channel Fulfilment order up to five minutes after placing the order by clicking Cancel on the order details page.

If you want to cancel an order after the first five minutes have passed, contact us. We'll work to cancel it for you but can't guarantee successful cancellation.

You aren't charged for Multi-Channel Fulfilment orders that are successfully cancelled before shipping. If some items in an order have shipped, charges for the shipped items will apply.

Multi-Channel Fulfilment charges fulfilment fees for domestic orders.

You're eligible for reimbursements on your Multi-Channel Fulfilment orders if we determine that they have been lost or damaged. You have up to 90 days after the promised delivery date to submit your claim for any lost or damaged items on your Multi-Channel Fulfilment orders. Check the status of your existing reimbursements on the Amazon Fulfilled Inventory report or the Payments dashboard.

You are ineligible for reimbursements if you use Multi-Channel Fulfilment in either of the following ways:

• You use Multi-Channel Fulfilment as a way to remove items from a fulfilment centre. Instead, create a removal order. For more information, go to Remove inventory (overview).
• You use Multi-Channel Fulfilment as a way to fulfil Amazon orders. Instead, use FBA. For more information, go to Get started with Fulfilment by Amazon (FBA).

Also ineligible for reimbursements are MCF fulfilment fees and orders that are marked as delivered by the carrier.

Additional notes:

• MCF fulfilment fees cannot be reimbursed. Fulfilment fees are inclusive of pick, pack and ship.
• Proof of your buyer’s delivery address is mandatory (for example, a screenshot of your order or a picture of the shipping label on the package) to receive a reimbursement. You have up to 90 days after the promised delivery date to submit your claim.
• Reimbursement requests for lost orders must be submitted within 90 days of the promised delivery date to be considered for reimbursement.

How we calculate reimbursement value

If we determine that your reimbursement claim is valid, we’ll reimburse your account with a corresponding number of units of the same FNSKU, added into your inventory, or credit your account with a cash reimbursement for the units.

For any cash reimbursements, we will determine the estimated proceeds of sale. This amount is the estimated sale price of the item for which you’re being reimbursed minus referral fees and FBA fulfilment fees, as explained in the next section.

We compare several price indicators to determine an estimated sale price for the item:

• The median price at which you’ve sold the item on Amazon over the past 18 months
• The median price at which other sellers have sold the same item on Amazon over the past 18 months
• The current list price that you’ve set for the same item on Amazon or the mean list price if you have multiple listings for the same item
• The current list price for the same item from other sellers on Amazon

If we don't have enough information to calculate the estimated sale price of a unit using these price indicators, we’ll base the estimate on the price of a comparable product. We may ask you for additional information or documentation to help us determine that value.

Why we use referral and FBA fulfilment fees to calculate Multi-Channel Fulfilment reimbursements

Referral fees are not charged for Multi-Channel Fulfilment orders. When we estimate the proceeds of a sale, we start with an estimated sale price. Because Multi-Channel Fulfilment orders occur outside of the Amazon website, we don’t have a record of the sale price. Therefore, we determine the estimated sale price based on your FBA sales, and we use the fees that are applicable to FBA sales to determine a fair estimation of the proceeds of sale.

If your order isn’t delivered within seven days after the promised delivery date or estimated delivery date (EDD), you can claim a lost reimbursement with Selling Partner Support. Orders that are marked as delivered by the carrier aren’t eligible for reimbursement.

Your claim must include all of the following:

• Order ID
• Proof of the original non-Amazon order, such as a screenshot of your Shopify order, including all affected ASINs and corresponding quantities, as well as the buyer’s name and address
• Proof of refund or replacement provided to the buyer, including the buyer’s name and address
• Tracking IDs for the affected shipments if the order contained multiple shipments

If any items in your order are wrong, missing or damaged in transit to the buyer, you can file for reimbursement by contacting Selling Partner Support. To receive a reimbursement, you must provide photographic proof of the damaged item, wrong item or missing items in the package.

When you submit a reimbursement claim for an order that contains damaged, wrong or missing items, you must provide all of the following:

• Order IDs, ASINs or FNSKUs of the damaged, wrong or missing items, and quantities of each affected item
• Proof of the original non-Amazon order, such as a screenshot of your Shopify order. The order must include all ASINs and corresponding quantities, as well as the buyer's name and address.
• Proof of refund or replacement provided to the buyer, including the buyer's name and address
• Images of the shipping box or envelope and all shipping labels
• The following information, depending on the issue:
  • For damaged items
    • A description of the damage
    • Images of the whole item, including clear images of the UPC, ASIN or FNSKU barcode label
    • Images of the damage described
    • For electronics, such as TVs and printers, images of the serial and model numbers
  • For wrong items
    • A description of the difference
    • Images of the incorrectly received item showing the UPC, ASIN or FNSKU barcode label, or the LPN sticker, or both, and the described difference
    • Images of the model number and serial number, if available
  • For missing items
    • Images of the inside of the shipping box or envelope showing the received items, if one unit of multiple units that were shipped in the package is missing
    • Images of the empty shipping box if only one item was shipped in the box
    • Images of empty product packaging if a product box was received without one or more of the internal contents

Items fulfilled through Multi-Channel Fulfilment cannot be returned to Amazon fulfilment centres.

You can change the name and text on your packing slip in Multi-Channel Fulfilment settings.