FBM Operations for Beginners: Shipping, Returns, and Customer Communication

What FBM Operations Mean Day-to-Day

With Fulfilled by Merchant (FBM), you are responsible for the end-to-end order experience after a customer buys: picking the correct item, packing it safely, purchasing shipping, shipping on time, uploading valid tracking, communicating appropriately, and handling returns. Amazon measures these actions through performance metrics (for example, on-time shipment and valid tracking). Your goal is simple: ship accurately, ship fast, and document everything in a way that matches what the customer experiences.

Core FBM Metrics You Must Protect

• On-time shipment: Ship by the ship-by date shown in the order. Buying a label is not enough; the carrier must receive the package on time.
• Valid tracking rate: Use a trackable service and enter the tracking number correctly. Tracking should show carrier acceptance and movement.
• Order defect prevention: Avoid late shipments, cancellations, wrong items, and poor customer experience triggers (often caused by unclear communication or slow issue handling).

Packaging Standards: How to Pack Like a Pro (and Reduce Returns)

Packaging Goals

• Protection: Prevent damage in transit (the most common avoidable defect).
• Accuracy: Correct item, correct quantity, correct variation.
• Professionalism: Clean packaging, no strong odors, no reused food boxes, no misleading inserts.
• Compliance: No marketing that redirects customers off Amazon or asks for reviews in a prohibited way.

Practical Packing Standards (By Product Type)

Packaging Materials Checklist

• Corrugated boxes in 3–5 common sizes (standardize to reduce errors)
• Poly mailers (multiple sizes) for non-fragile soft goods
• Void fill (paper, air pillows) and bubble wrap
• Strong packing tape + tape gun
• Thermal labels (4x6) or label sheets; label pouches if needed
• Poly bags for inner protection (especially for liquids or multi-part kits)

Carrier Selection and Shipping Methods (FBM-Friendly)

Carrier choice should be based on delivery speed, reliability in your region, tracking quality, and cost. Your shipping promise must match what you can consistently deliver.

How to Choose a Carrier (Decision Rules)

• Lightweight, non-fragile: Use economical tracked services (often postal options) if they reliably scan acceptance.
• Heavier or higher value: Use carriers with strong tracking and predictable delivery windows; consider signature confirmation for high-value orders where appropriate.
• Time-sensitive: Choose services with reliable delivery estimates and frequent scans.
• Rural/remote destinations: Prefer carriers that perform well in those zones; build handling-time buffers if needed.

Shipping Service Selection: Step-by-Step

1. Confirm ship-by date in the order details.
2. Measure and weigh the packed box (not the product alone).
3. Compare services that meet the promised delivery window.
4. Prioritize tracking quality (acceptance scan + in-transit scans).
5. Buy the label and verify the address formatting on the label.
6. Hand off to carrier before cutoff time and obtain proof of acceptance when possible.

Tracking Best Practices

• Enter tracking exactly as provided (no extra spaces, correct carrier).
• Ship with services that generate trackable IDs that update online.
• Ensure the first scan happens quickly: schedule pickups, use staffed drop-offs, or scan forms where available.
• Keep shipment receipts or pickup confirmations for your records.

On-Time Shipment: Handling Time Buffers and Cutoff Discipline

Late shipments are often caused by optimistic handling times, missed carrier cutoffs, and stock location confusion. A small buffer prevents a large metric problem.

Set a Realistic Handling Time Buffer

• If you pack same-day: Still account for weekends, holidays, and carrier cutoff times.
• If you work part-time: Set handling time to match your actual schedule (for example, 1–2 business days) rather than forcing same-day.
• If inventory is split: Add buffer for transfers between storage locations.

Daily Shipping Rhythm (Example)

• 9:00–10:00: Print pick list, pick items, stage by order.
• 10:00–12:00: Pack, weigh, label, QC checks.
• 12:00–13:00: Final label audit, manifest where applicable.
• Before cutoff: Drop-off/pickup; confirm acceptance scan strategy.

Quality Control Routine to Reduce Defects

Pick/Pack Checklist (Print and Use)

FBM PICK/PACK QC CHECKLIST (per order)  Date: ____  Initials: __  Order ID: ________
1) Item match
   - ASIN/SKU matches order:  YES/NO
   - Correct variation (size/color/model): YES/NO
   - Quantity correct: YES/NO
2) Condition check
   - No damage/scuffs/tears: YES/NO
   - All accessories/parts included: YES/NO
3) Packaging
   - Inner protection (bag/wrap) used as needed: YES/NO
   - Void fill prevents movement: YES/NO
   - Box/mailer appropriate for weight/fragility: YES/NO
   - Liquids double-protected (bag + padding): YES/NO
4) Labeling
   - Shipping label flat, scannable, not on seam: YES/NO
   - Old labels removed/covered: YES/NO
5) Documentation
   - Tracking entered correctly (carrier + number): YES/NO
6) Final check
   - Shake test (no movement): YES/NO
   - Photo of packed item (optional for records): YES/NO

Address Validation Routine

Address issues create delivery failures and customer contacts. Validate before you ship.

1. Check for obvious formatting problems: missing apartment number, unusual characters, incomplete street.
2. Compare label vs. order address: ensure no truncation or line breaks that remove unit numbers.
3. If the address looks incomplete: contact the customer through Amazon messages using a neutral request for clarification (template below). Do not delay past ship-by; if you cannot ship on time, consider canceling before ship-by rather than shipping late.
4. Use carrier address tools when available (built into many shipping systems) to standardize formatting.

Handling Time Buffers (QC + Reality)

• Build a buffer for re-packing when you discover damage or missing parts.
• Keep a small stock of packaging materials so you never “make do” with unsafe packaging.
• Pre-pack common SKUs (when safe) to reduce same-day errors.

Returns in FBM: Setting Expectations and Processing Correctly

Returns are part of operations. Your job is to make the process predictable: authorize returns when appropriate, provide clear instructions, and refund promptly after receiving and inspecting the item.

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Return Workflow (Step-by-Step)

1. Receive the return request in Seller Central.
2. Review the reason (damaged, not as described, changed mind, wrong item, etc.).
3. Respond within policy timelines and provide return instructions through Amazon’s system.
4. Issue a return label when required/appropriate for the situation and marketplace expectations.
5. Inspect the returned item upon arrival: condition, completeness, signs of use, serial numbers (if applicable).
6. Process the refund according to the outcome (full refund, partial if allowed by policy and condition, or dispute if the returned item is not the same).
7. Update inventory disposition: restock, refurbish, liquidate, or dispose.

Return Inspection Checklist

• Is it the same item you shipped (model/serial/identifiers where applicable)?
• Is it complete (all parts, manuals, accessories)?
• Is it resellable as new, resellable as used, or not resellable?
• Was the item damaged in transit (box crush, leakage) vs. used?
• Document with photos for your records if there is a dispute.

Customer Communication: Compliant Templates You Can Copy

Use Amazon’s messaging system for all order-related communication. Keep messages short, factual, and focused on resolving the customer’s issue. Avoid marketing, external links, and any language that pressures for reviews or asks to change/remove feedback.

Rules to Follow in Every Message

• Only contact customers about their order, delivery, returns, or necessary product-use/safety information.
• Do not include external links, phone numbers, emails, or requests to contact you off Amazon (unless Amazon explicitly allows it for a specific case in your marketplace).
• Do not ask for a “positive review,” do not offer incentives, and do not ask customers to remove feedback.
• Do not send attachments unless necessary and permitted; keep everything inside Amazon tools when possible.

Template: Address Clarification (Before Shipping)

Subject: Address clarification needed for your order

Hello, 

I’m preparing your order for shipment, and I want to confirm the delivery address to avoid a carrier delay. The address appears to be missing a unit/apartment number (or has an incomplete line).

Could you please confirm the correct delivery address details (including any unit/suite number) using Amazon’s address update options or by replying with the missing information?

Thank you.

Template: Shipment Confirmation (Optional, If You Need to Explain a Delay)

Subject: Update on your shipment

Hello,

I’m writing with an update on your order. Your package is scheduled to ship on [date] and you will receive tracking in Amazon as soon as it is handed to the carrier.

If you have any delivery preferences (for example, gate code or safe location notes), please reply here.

Thank you.

Template: Tracking Provided + How to Find It

Subject: Tracking information for your order

Hello,

Your order has shipped. Tracking is available in your Amazon order details and will update as the carrier scans the package.

If the tracking does not show movement after 24–48 hours, please let me know and I will investigate with the carrier.

Thank you.

Template: Delivery Marked “Delivered” but Not Received

Subject: Help with your delivery

Hello,

Thank you for letting me know. The carrier tracking shows the package as delivered on [date/time].

Please check the following:
- Around the delivery location (porch, side door, mailroom)
- With household members or neighbors
- With building management/leasing office (if applicable)

If you still cannot locate it after 24 hours, please reply and I will help with next steps based on the carrier’s delivery confirmation.

Thank you.

Template: Item Arrived Damaged

Subject: Sorry about the damaged delivery

Hello,

I’m sorry your order arrived damaged. To resolve this quickly, please reply with:
1) A brief description of the damage
2) Whether the shipping box was damaged

Based on your response, I will provide the next steps for a replacement or return/refund through Amazon.

Thank you.

Template: Return Instructions (Neutral, Policy-Friendly)

Subject: Return instructions

Hello,

You can start the return through your Amazon order details by selecting “Return or Replace Items.” Once the return is submitted, you will receive the return instructions/label (if applicable).

After the item is received and inspected, the refund will be processed according to Amazon’s return process.

Thank you.

Template: Wrong Item Received (Triage Without Blame)

Subject: Let’s fix the issue with your order

Hello,

Thank you for the message. I’d like to resolve this quickly. Please reply with:
- The item you received (description)
- A photo of the item and the packaging label (if available)

Once I confirm what happened, I will provide the next steps for return/replacement through Amazon.

Thank you.

Workflow for Resolving Delivery Issues Without Policy Violations

Scenario A: Tracking Not Updating

1. Confirm you entered tracking correctly (carrier + number).
2. Check carrier cutoff and acceptance scan: if you dropped after cutoff, the first scan may be delayed.
3. Wait a reasonable window (often 24–48 hours) for the first scan, depending on carrier norms.
4. Message the customer only if needed (keep it factual; do not speculate).
5. If no scan persists, contact the carrier and be prepared to refund/replace if the shipment is lost and the customer is impacted.

Scenario B: Delivered but Customer Can’t Find It

1. Ask the customer to check common locations (template above).
2. Check tracking details for GPS/scan notes if available.
3. Allow a short wait (some carriers mark delivered early; packages appear within 24 hours).
4. If still missing, follow Amazon-appropriate resolution steps (refund/replacement as applicable) and keep all communication in Amazon messages.

Scenario C: Package Returned to Sender (RTS)

1. Confirm the carrier reason (insufficient address, refused, unclaimed).
2. Message the customer to confirm the correct address and whether they want reshipment (if possible) or refund.
3. Do not request off-platform payment for reshipping; handle within Amazon’s allowed processes.
4. Update your address validation routine to prevent repeats.

Scenario D: Customer Requests a Refund Before Delivery

1. Check tracking status and estimated delivery.
2. If in transit, explain that you can resolve once delivery is confirmed or if the package is confirmed lost.
3. If clearly delayed beyond expectation, choose the option that best protects customer experience and your metrics (replacement/refund) while staying within Amazon processes.

Operational Setup: A Simple FBM “SOP” You Can Run Daily

Daily SOP (15–45 Minutes + Packing Time)

1. Order review: check new orders, ship-by dates, special notes.
2. Inventory confirmation: physically confirm stock for each order before buying labels.
3. Pick: pick items using SKU/bin location; stage each order separately.
4. QC check: verify variation, quantity, condition, completeness.
5. Pack: apply product-type packaging standard; perform shake test.
6. Weigh/measure: confirm final package dimensions/weight.
7. Buy label: choose trackable service that meets delivery promise.
8. Label audit: correct address, no old labels, label scannable.
9. Handoff: drop-off/pickup before cutoff; aim for acceptance scan proof.
10. Tracking verification: confirm tracking uploaded and matches carrier.

Weekly SOP (Prevent Problems Before They Hit Metrics)

• Audit late shipments and identify root causes (cutoff missed, handling time too tight, stock not ready).
• Review top return reasons and adjust packaging, QC, or product handling.
• Spot-check 5–10 recent shipments for tracking quality (acceptance scan present?).
• Reorder packaging supplies before you run low.

Common FBM Failure Points (and How to Prevent Them)