amazon 2022 Selling Partner Operations Handbook User Guide

amazon 2022 Selling Partner Operations Handbook

Specifications

• Program: SellerFlex 2022
• Handbook: Selling Partner Operations Handbook

Product Usage Instructions

The SellerFlex Program

• SellerFlex is a fulfillment program that allows you to fulfill Prime orders nationwide using your facilities.
• It utilizes Amazon’s Warehouse Management System (WMS) and transportation network, along with FBA technology and the carrier AMXL for efficient order processing.

Overview of the Onboarding Process

1. Submit T&Cs, accept loading standards, and send the
   warehouse management form to your Account Manager.

2. Receive login details for WMS and FMC Tool, expected volume
   ramp-up plan, and carrier collection times from your Account
   Manager.

3. Pass the knowledge test, complete your first order for the
   trial period.

Preparation

• Thermal Printer
• Barcode Scanner
• Requirements: Procure easily transportable hardware for mobility. Consider using a wireless scanner for faster processing.

Physical Warehouse Set-up:

• You can use the standard bin setup or customize bins for efficient picking. Separate SellerFlex inventory physically in your warehouse and reserve inbounded inventory in WMS for SellerFlex orders.

Setting up WMS

• Access the WMS using the provided login details to begin setting up.

Setting up your Printers

• Configure your printers in WMS settings to print test labels and manage printing efficiently.

Layout Management/Bin Setup

• Optimize picking efficiency by setting up bins as per your warehouse layout in the WMS settings.

Product Listing Preparation

• Prepare your product listings in WMS for efficient order processing.

Access the FMC tool

• Login to the FMC tool using the provided credentials to manage cases efficiently.

How to use

• Familiarize yourself with the FMC tool interface and functionalities for effective case management.

Case Management

• Leverage the FMC tool for handling cases and resolving issues promptly.

Inbounding Inventory

• Receive and reserve inventory in WMS for processing orders.

Viewing your orders

• Access and review incoming orders in the system for order fulfillment.

Pick, Pack, Dispatch

• Follow the process of picking items, packing orders, and dispatching them efficiently.

Ramp-up and performance

• Increase order processing efficiency and monitor performance metrics for optimization.

FAQs Help section in the WMS

• The help section in WMS guides using the system effectively. Refer to it for assistance with any queries.

FAQs

• Commonly asked questions and their answers are available in this section for quick reference and problem-solving.

Overview

The SellerFlex Program

• SellerFlex is a fulfillment program that provides the necessary resources to fulfill Prime orders nationwide from your facility(s). Using this program, you will leverage Amazon’s Warehouse Management System (WMS) and transportation network.
• You will be given access to our FBA technology, processes, and our very own carrier, AMXL, which offers 2-man-handling.
• The SellerFlex WMS provides the tools you need to meet Prime fulfillment performance metrics and increase the efficiency of your operations.

Overview of the Onboarding Process

• This section will give you an overview of the onboarding process and the best way to make the most of this Seller Handbook. We have provided you with a checklist in the glossary for you to tick off each section as you move along.

1. Once you submit your T&Cs, accept the loading standards, and send your warehouse management form to your Account Manager, you will be added to a waiting list.
2. When a launch slot is available, your Account Manager will communicate this with you and start the formal onboarding where they will be in touch regularly – the full onboarding process will take 6-9 weeks.
   • You will be given this handbook, training materials for the tools, and a list of equipment you will need to get started (Go through I. Onboarding)
3. Next, your Account Manager will share with you your login details for WMS and the FMC Tool, your expected volume ramp-up plan, and carrier collection times.
4. Once you have passed the knowledge test, you can complete your first order for your first collection and will start the trial period

Preparation

Hardware & Software Requirements

The items listed below are requirements for our program, not recommendations. Without the items listed below, you will be unable to have a fully functional node.

Requirements

Software requirements| ·         Chrome based Browser (Google Chrome or Microsoft Edge)

·         Java (QZ Tray requires Java to be installed)

·         QZ Tray (Tool used to communicate information from WMS to printer)

Thermal Printer| ·         300 DPI Zebra Thermal Printer (Required)

·         Recommended Printer:Zebra GX430t

·    Shipping Labels : A6 (TBC)

Barcode Scanner| ·         2D Barcode Scanner (Data matrix code on shipping labels)

Physical Warehouse Set-up

• You can use A1 as the standard bin setup or you can set up other bins to optimize picking efficiency. by 5 clicking layout in the WMS settings.
• You can then find detailed instructions in the operations set-up guide.
• SellerFlex inventory has to be physically separated in your warehouse and inbounded inventory in the WMS needs to be reserved for SellerFlex orders.

Setting up WMS

• The SellerFlex WMS (Warehouse Management System) is a tool created by Amazon to help you manage your SellerFlex Inventory and seamlessly pick, pack, and send customer orders with automatically generated delivery labels.
• When you get access to the WMS, your Account Manager will walk you through the system. Section 5 goes through a more detailed step-by-step guide to utilizing the WMS to process your first order.
• You can also find relevant training videos in the Appendix section of this handbook.

Log into your WMS

1. Open your Chrome Web Browser
2. Visit sellerflex.amazon.co.uk for UK / sellerflex.amazon.de for DE
3. The first login must be done using your Seller Central Admin User
4. If your login is successful, the WMS “Orders” page appears
5. If unsuccessful, please reach out to your Account Manager

• SellerFlex Sellers can now add WMS users with assigned roles with varying levels of access to the WMS. You can control what access you provide.
• Please watch this video guide on how to set up your User Management here if you want to add more users.

To add additional users to your node, please perform the steps listed below:

1. Navigate to the Settings tab
2. Click on the Users link within the Settings dropdown.
3. Click on Add New User at the top right of the User Access Details page to create a new user.
4. When creating a new user, you will be required to input the following fields
   • a. Name (Required)
   • b. Email Address (Required)
   • c. Contact Number (Optional)
   • d. Role Assignment (Required)
5. After the inputs have been entered/selected, click “Add User” to send an invite.

After a user has accepted their invite:

1. You may add a new role to assign to users by clicking on Role Configurations at the top left of the User Settings Details page.
2. To add a new role and dictate permission levels for the new role, click on Add New Role at the top right of the Role Configuration page.
   • a. You can create a distinguishable name for each role and select varying permissions for the role you’re creating.
   • b. After a name has been entered and permissions have been selected, click Add Role
3. To update the permissions per role, select Manage within the Role Configuration page.
4. To select a different role for an already existing user, select Manage within the User Access Details page.

Setting up your Printers

• Please watch this video guide on how to set up your Printers here
• Before you begin, please ensure you are using an eligible printer from the list below. Non-eligible printers are not compatible.

Once you have confirmed you have an eligible printer:

• Navigate to your SellerFlex Website.
• Click on the settings cog icon on the top right corner of the screen, then select “Printers
• Step 1: Here you start the installation of both, Java and QZ Tray 2.0.
• Step 2: Select the printer you would like to designate for the corresponding task:
• Print Delivery Labels: Select your Thermal Printer for this option.
• Print FNSKU level barcodes to This selects which printer prints FnSku/ASIN labels. Select your Thermal Printer for this option
• Print invoices, pick lists, and gift messages to: This selects which printer prints invoices and pick lists. Select your Laser Printer for this option
• Print Gift Cards to Select your Thermal Printer for this option.
• Step 3: Print a test delivery label and scan it to finish the set-up
• Click on the hyperlink: “Print your test delivery label here”
• Now scan the label to verify that the barcode is scannable. If it is, the barcode should appear in the white text box on the page.
• Send a scan of this test label over to your Account Manager.
• If the barcode does not appear, click on the “Need Help?” Link to find the printer specifications or go back to the Hardware Requirement list.
• If you log into WMS on a different computer, repeat this process in setting selections.
• Selecting “Microsoft Print to PDF” in the Invoice dropdown disables the printing of invoices. Some sellers select this option to minimize costs. SellerFlex does not require invoices to be added to the package.

Layout Management/Bin Setup

• Please watch this video guide on how to set up your Warehouse Layout here.
• Note: A default configuration will be applied which you should not delete. This will show all your products as being in the same location on the pick list.
• If you are happy with this, then you can keep it as it is.
• If you want to add more bins, follow the below guide on how to do so.
• While using your WMS, you will be storing your SellerFlex inventory in different bins. This section provides instructions on how to set up these bins.
• It is important to replicate your virtual bins based on the physical bins located on your shelves. Replicating these bins will provide ease when locating products during order fulfillment

1. Navigate to your SellerFlex Website.
2. Click on the settings cog icon on the top right corner of the screen, then select “Layout.
3. Click on “View setup guide” to see how to optimize picking efficiency with bins.
4. Now, click on “Download bin template” which should open a .csv file.
5. In the .csv file format you will see the following:
   • a. BinId: Name of the bin – Only alphanumeric characters can be used (No special characters)
   • b. BinSequence Index: The distance bin is from the packing station.
   • c. Depth : Depth of bin
   • d. Width: Width of the bin
   • e. Height : Height of the bin
   • f. Zone: Specific zone of the bins, this can be used to break up workloads efficiently
6. When you are satisfied with all the fields for the bins, Click File > Save, ensuring the .csv format is preserved.
7. Now click “Upload layout file” select the .csv file and click on the ‘open’ button.

Download bin template Upload layout file

• a. If your uplied is successful, you will see a green bar showing the updated added/deleted bins
• b. If you receive a failure, the error provided should describe why the action was not possible

Product Listing Preparation

• During the initial creation of the SellerFlex node, identify all products that will sell with SellerFlex. Once identified, create a “Fulfilled by Amazon” listing within Seller Central. This process is similar to FBA.
• Listing Criteria – For the item to be available for inbound, they must meet certain criteria

1. Listing is active on Seller Central
2. The listing is set to “Fulfilled by Amazon” on Seller Central
3. The listing is not in Stranded Inventory” on Seller Central
4. ASIN/FnSku cannot be classified as Dangerous Goods or Under Review,
5. Listing in Seller Central requires package weights/dimensions input in the fields provided,
6. for multibox ASINs, the catalog attribute for the number of boxes must be up to date.

How to duplicate an ASIN for SellerFlex:

1. Go to your Seller Central Account > Inventory > Manage Inventory
2. Enter the ASIN of the product you want to duplicate for SellerFlex in the Search box – Press “Search”
3. On the right side, click on the arrows of the drop-menu by “Edit” – Select “Add another condition
4. Fill in the 5 boxes:
   • Your price” – You can keep the same price or set up a new one
   • Seller SKU” – Please use your normal SKU and add _SF at the end to easily identify the Seller Flex SKU
   • Quantity” – You can put “1” at the moment
   • Condition” – Select the relevant one in the drop-menu
   • Fulfilment Channel” – Select the second option: “I want Amazon to dispatch and provide customer service for my items if they sell.”
   • Press “Save and finish”

Choose Barcode Type

• Select “Amazon Barcode”
• Select “Amazon Barcode” if you wish to use the FBA Label (free to use)
• ✓ Press “Save & Continue”

Convert to Fulfilled by Amazon

• Required information – Press “Add dangerous goods information”
• Fill in the 2 questions:
  • Battery information (should be “No”)
  • Product regulation information (should be “No”)
• Press “Submit”
• Press “Save & Continue”
• You can now have access to your SellerFlex ASINs on your Seller Central Account > Inventory > Manage FBA Inventory – It can take up to 15 minutes to be done.
• Your ASIN will remain inactive until we have inbounded inventory.

Logging into the FMC tool

• AMXL will be your primary carrier but two carriers will likely pick up from your warehouse (AMXL and Arrow XL).
• Arrow XL will pick up orders for locations not covered by AXML and will arrive between 2.30 pm and 4.30 pm on your collection day and wait 30 minutes for the truck to be loaded unless your Account Manager says otherwise.
• You can manage and track your carrier collections with AMXL (not ArrowXL) through the FMC Tool.
• Please view the loading standards document here to understand how to dispatch your items with AMXL: https://m.media-amazon.com/images/G/02/marketplace-creative/spec/AMXL_Loading_Standards1.pdf

The Freight Management Console (FMC) is the Amazon portal where you can:

1. View and manage your AMXL collections and the time of these collections (not Arrow XL or DHL). The Amazon driver will use FMC to ask you questions about pick-up (e.g. If there is an access issue or if they are running late).
2. Raise cases with Amazon’s support team if you have any problems related to the collection of your shipments.

Expectation:

1. You should be checking FMC in the run-up to each collection and answer any questions directed at you promptly.
2. If you need to add more user addresses to receive notifications you should reach out to your account manager.

Access the FMC tool

1. Access Amazon Logistics here: https://www.amazonlogistics.eu
2. Sign in with the e-mail address (login) and the temporary password provided to you, you will be asked to change this password after initial sign-in.
3. Once signed in you will see the screen below with the e-mail address (login) provided on the top right.
4. You are now logged in and able to access FMC.
5. To access FMC, click on the Amazon Logistics logo (top-left), select TBA from the drop-down menu, then move the cursor to the fly-out menu and select Freight Management Console.
6. You should now see either page as below, with either the search menu visible or hidden.

How to use the FMC tool

To search for your collection schedule:

• If the search menu is not visible, click on the fly-out search tab (and click again to hide).
• From the menu selection on the left, (if not already populated) enter your Amazon 4-character Node code, and select all stop statuses.
• Enter the date range you wish to search.
• Select ‘All’ from vehicle run status.
• Scroll to the bottom and click search.
• If you search by the search parameters in the previous slide you should see your collection schedules similar to the ones below

Key information

1. VRID (the unique reference number used by Amazon and the carrier for that particular collection).
2. The estimated arrival time of the vehicle at your yard/building.
3. The CPT (the scheduled departure time).
4. The carrier (and sub-carrier) used for the collection, may or may not be branded on the vehicle.
5. Equipment type (the type of vehicle arriving for your collection).

Case Management: How to use

• To request support from Amazon you will first need to search for the unique VIRD of the collection that you wish to request the support for.
• Once you have found the VRID scroll to the far and you will see a speech bubble, click this (as you hover over the speech bubble it will say “See Related Cases”), once clicked a popup will open a new window to create or view cases for the VIRD.
• To create a new support request (CASE) click on “create case for #VIRD number#).
• Once you have followed the steps on the previous slide you will see the CASE popup screen (as below) where you can enter the details of the support you require.
• When creating a case enter ALL relevant details, plus an indication of what you need to resolve. Our Relay Operation Team (ROC) will respond and follow up accordingly.

1. Select the ‘Topic’ that best fits your support needs.
2. Complete title and details as required.
3. Add relevant emails to the cc list. (Please also include your personal email address and any other email addresses relevant to the cc list to ensure there is visibility within your business, allowing for quick resolution)
4. Select status ‘pending Amazon action’.
5. Click submit.

Examples of when to request support

1. Example 1 Topic: Truck arrived delayed
   • Scenario: The truck arrived after the estimated arrival time or CPT
   • Possible outcome: Our support team might schedule a new collection with you, this new collection will be visible in FMC as a new VIRD. Further, our support team will escalate this issue with the carrier.
   • Topic to   choose in the dropdown: FMC-Delay
2. Example 2 Topic: Delay in your warehouse
   • Scenario: You are experiencing an unforeseen delay/closure in your operation and you will need the scheduled collection postponed to a later time in the day or pushed to the next available day.
   • Possible outcome: Our support team will schedule a new collection with you, this new collection will be visible in FMC as a new VIRD.
   • Topic to choose in dropdown: FMC – Delay
3. Example 3 Topic: Equipment
   • Scenario: The wrong type of vehicle has arrived compared to what was scheduled and you are not able to dock the vehicle, or you are not able to fit all the shipments due for that day on the vehicle sent. (if the wrong vehicle type arrives and you can dock and load all the shipments please do so, but still raise the CASE and state this so we can feedback to the carrier).
   • Possible outcome: Our support team will schedule a new collection with you, this new collection will be visible in FMC as a new VIRD.
   • Topic to choose in dropdown: FMC – Equipment
4. Example 4 Topic: Add truck
   • Scenario: You have noticed that the shipment being loaded today (or due for tomorrow) will not fit on the vehicle due to unexpected shipment/pallet size and you require an additional collection
   • Possible outcome: Our support team will schedule an additional collection with you, this additional collection will be visible in FMC as a new VIRD
   • Topic   to choose in the dropdown: FMC – Add Truck

Processing Your First Order

• Please watch this video guide on how to set up your Order Processing here. Here we will go through Inbounding Inventory, Inventory Management, Viewing Orders, using the FMC Tool, Pick, Pack and finally dispatching your order.

Inbounding Inventory

• The WMS gives you the ability to “Quick Receive” your items that have met the requirements for receiving.

1. Open the Amazon WMS > click on Inventory (on the left-hand side of the page) > click on Receive from the drop-down.
2. In the search bar shown, scan or type in the FNSKU of the item you wish to inbound.
3. Enter Quantity then provide the bin destination in the field Search or Scan Bin, for the product.
4. Click the Receive & Store button.
5. Click Receive and Store and continue to inbound other units from this shipment.

Once received, it may take a couple of hours for your items to become available within your WMS inventory.
Please watch this video guide on Inventory Audit here
This section will detail how to navigate through inventory, make adjustments, and print item labels.

Inventory

1. Open the Amazon WMS > Click Inventory > Click View by SKU or View by bin.
2. Click the Download All button. The view by SKU or view by bin options both download different reports providing different fields of information. Download both reports for a comprehensive inventory.

Inventory Adjustments

This section explains how you can manage inventory adjustments.

1. Open the Amazon WMS > click Inventory > Adjustments > Adjustment Type.
   • Adjustment Actions:
   • a) Move: Allows you to move units from a source bin to a destination bin.
   • b) Remove: Allows you to remove Units from a source bin.
   • c) Lost: Used to report a physically lost unit of inventory.
   • d) Found: Allows you to add units to a source bin.
   • e) Status-Change: Allows you to set a designated Prime to customer-return or vice versa.
   • f) Damage: Allows you to move units from a source bin to a destination bin and designate one of the following damage reasons.
   • g) Undamaged: move units from a source bin to a destination bin and remove the damage reason.
2. In the textbox, provide the source bin ID in which the item(s) are located.
3. Set the source inventory type in the drop-down, if applicable.
4. In the textbox, provide the destination bin where the item will move to, if applicable.
5. Set the destination inventory type in the drop-down, if applicable.
6. Provide the quantity in the textbox that will receive the adjustment Type.
7. Justify the justification textbox.
8. Click Submit.
9. Successfully adjusted inventory should return a confirmation message.

Viewing your orders

• Please watch this video guide on how to set up your Order Management here.
• The “Orders” tab on the left-hand side of the page within WMS allows you to monitor and process your orders. Orders are presented on a day-by-day basis and are broken down by the carrier pick-up times. Listed below are the steps to navigate through to the “Orders” tab.

Order Details/Calendar button

• Your WMS orders display the current day by default. Clicking the calendar button will display the orders expected to be processed that day and the current order status.
• You have the option to adjust the calendar day forward to view the next day’s orders.

See the steps  below on how to do this:

1. Open the Amazon WMS > Select the Orders tab on the left side of the screen.
2. Click on Order Summary from the drop-down
3. Locate the Calendar button at the top right of the Order Summary page.
4. Click the Calendar button to expand the full calendar
5. When the date is changed, the expected orders for that day display.

Carrier Pick-Up Time Layout

• When you navigate to your Orders tab, the expected orders for that day are displayed based on carrier pick-up times and current order status.
• The following is an explanation of each status and instructions on how to navigate through your orders.

1. Open the Amazon WMS > click Orders > click Order Summary from the drop-down.
2. In the center of the page, there will be a carrier breakdown, this view will allow you to see a breakdown of:
   • a. Collection: the time the carrier must depart from your warehouse. A carrier would usually arrive up to 1hr before this collection time (up to 2hrs for ArrowXL). All items should be in “packed” status before this time.
   • b. Pending: orders that have been created, but not confirmed appear here.
   • c. New: orders unassigned to a pick task.
   • d. Assigned to picklist: orders currently in the ‘pick’ process.
   • e. Sidelined: orders needing further review or action. Solely controlled by the seller.
   • f. Packed: orders that are packed, shipping label applied, and ready for handover to the carrier.
   • g. Dispatched: submission of the ‘Handover’ & POD reports moves packed orders into this status.
   • h. Cancelled: customer or seller-initiated order cancellations appear here.
   • i. Total Orders: The total number of orders assigned to go out at the designated carrier pick-up time.

Pick

• Please watch this video guide on how to set up your Picklist here When a customer places an order the first step in completing the order is activating the day’s picklist and then using that picklist to physically locate the items for the order.
• Please follow the steps below to begin the process.

1. Open the Amazon WMS > click on Orders > Click on Pick from the drop-down.
2. While on the Create tab, navigate to the earliest dispatch time (Normally the 1st one present).
3. Click the blue “Activate Pick List” button on the right side of the page if there is one picklist, or click the tick box on the left-hand side to select all pick lists. You need to pack all picklists together for the day. For both AMXL and Arrow XL.
4. The button will now say Print. Print out the picklist with your item locations.
5. Use your picklist to find these items and bring them back to the Pack station to begin the packing process.

If you want to process a pick list for a future collection, you must wait until the previous day’s collection time has passed or the system will not be able to print the correct labels.

Pick Appendix:

1. Picklist Tab Breakdown
   • A. Create – New orders that can have picklists created/generated appear here.
   • B. Active pick lists– Any active pick lists with items that need to be picked appear here.
   • C. Completed – Pick lists that have already been picked appear here.
   • D. Future Picks – Displays upcoming orders for the next 4 days that require picklists
   • E. Custom pick lists – Allows customization of picklists to include Dangerous Goods, gift orders, etc.
   • F. Channels – Not relevant as of now.
   • G. Search Bar – Search for new/active/completed picklists.
   • H. Picklist Preferences – Additional preferences such as maximum order count.
   • I. Upcoming Pick-ups – Number of orders associated with the upcoming pick-ups for the day
   • J. Activate and print pick list – Generates a picklist based on preferences of orders selected.
2. Physical Picklist Breakdown

• A: Picklist ID – Picklist ID number and scan-able barcode used for packing.
• B: Bin Location – Physical & virtual item location for picking.
• C: SKU – Alphanumeric item identifier to pick for the order. Ensure the SKU matches the item(s) in hand.
• D: Date & Time – The expected dispatch date and time of the picklist and orders within it.
• E: Quantity – The amount of items required from the bin to complete the order.

Pack

• Please watch this video guide on how to pack here.
• The 2nd part of the outbound workflow is the Packing process. We recommend you pack all picklists together for the day.
• With your picklist and items in hand, you will allocate the orders to the correct shipping box and generate a tracking ID for your orders. Upon completion of the packing process, your orders should be physically ready for carrier handoff.
• Note: The “Collection” tab on the Orders page gives you the time the carrier must depart. A carrier would usually arrive up to 1hr before this collection time stated (up to 2hrs for ArrowXL). You should be checking in to the FMC Tool in the run-up to each collection and answering any questions directed at you promptly. All items should be in “packed” status before this time. (See Section 3 on Using the FMC Tool to search for your collection schedule)

1. Navigate to the Amazon WMS > click Orders > click the Pack button from the drop-down.

2. Scan the barcode located on your picklist or paste the picklist ID.

3. Scan or enter the SKU of the item in the provided field.

4. Skip or Sideline: On the right-hand side, you can click the ‘⁞’ to skip or sideline the shipment.

5. Skip – Queues up an order at the end of a new picklist.

6. Sideline – Puts the order in Sidelined status – please use this option if you are getting label print failures as this will unblock further down the pick list.

7. Select the Box Type (if you have no boxes, select NOBOX from the drop-down)

8. After selecting the appropriate box type, your thermal printer will create the corresponding label.

9. Scan the shipping label into the shipping label field to virtually complete your pack.
   Physically add the items into your selected box (this is optional, you may use your box), seal the box, and stick the appropriate shipping label on the box.

   • Note: You must review each label and ensure that you hand the package to the right carrier (AMXL or Arrow XL) as orders may not be assigned to the right picklist.
   • See below photos of the Arrow XL (right) and AMXL labels (left):

10. After items have been physically and virtually packed, your order is now ready for carrier handoff!

Dispatch

• Shipping/dispatching is the last but most critical step when fulfilling customer orders.
• After the order(s) have been virtually fixed, packed, and prepared for carrier handoff, complete the workflow within the ‘Ship’ tab.

Dispatch Tab Breakdown

• A: Handover Tab – Buttons and total orders prepared for the carrier.
• B: Handover Reports   Tab – Displays reports of Handovers including status and carrier type (see next section).
• C: Carrier List – A list of order-expecting carriers appears here.
• D: Total Packed/Pending Handover – Number of shipments expected.
• E: Handover Button – Alerts customers of incoming orders, required to complete order workflow.

Dispatch Workflow/Missed Orders

As you work through the Outbound process (pick, pack, and dispatch), you should utilize the Ship tab in the below manner:

1. Ensure all orders due out are in the Packed Status on your Orders page.
2. Navigate to the Dispatch tab on the left side to view Handover Buttons.
3. As stated in the Working with your carrier Section (2.3), you should check the FMC Tool to track your AMXL carrier arrival.
4. As each respective carrier arrives at your site for pick up, you should click the respective Handover button to generate a Handover report. Note: your orders must be dispatched for you to be paid!
5. Click the handover button and confirm the correct carrier(s)
   • Refresh the page via the refresh button.
6. Confirm that all shipping units are on the report.
7. Press the Submit Button.
8. Press the Print Button and the carrier will sign the physical copy.
   • Navigate back to the Ship Module, refresh the page, and ensure that total packed and unassociated shipments equal 0 for the carrier. If you do not have 0, follow the steps below.
9. 9. Navigate to the Ship tab, then the Handover Report tab for an electronic copy.

How to Complete Pending Handover Units / Missed Orders:

• If all Handover reports at the end of the day are not submitted, the next day you will likely see a “Missed Orders” notification in red in the WMS.
• It is best practice to check before leaving to ensure that the total packed and associated shipments display 0 for each carrier. If this is missed, you must contact eu-sellerflex-support@amazon.com and work on resolving the missed orders immediately.

If the missed orders are linked to failing to confirm the handover in time please do the following:

1. Click the Orders tab > Click Dispatch > Click the Handover Reports and Select the appropriate date.
2. Identify shipments in a Pending status.
3. Click the corresponding hyperlink for the ‘pending’ shipment.
4. Press Submit.

• Repeat steps 1-4 as necessary moving back one date at a time until all misses are clear in WMS.

Ramp-up and performance

• Amazon requires sellers to uphold the following performance expectations. When a seller falls below the performance expectation sellers will be reviewed for performance action.

Volume Ramp-Up Period

• The SellerFlex team will slowly ramp up your SellerFlex volume for 5 weeks. This managed volume ramp is to (1) give you time to get used to the system and (2) help AMXL manage volume.
• Subject to: i) consistently hitting your daily volume caps and ii) delivering on key performance metrics you will review weekly with your Account Manager, you will follow the plan shared by your Account Manager before launch.
• If your performance falls before the bar, your AM will contact you for an explanation.

Performance Goals

Below is a breakdown of the metrics you are expected to maintain. If your node anticipates challenges meeting these metrics, please reach out to your Account Manager and proactively notify us with this information.

| Metric| Requirements| Best Practice
---|---|---|---
1| On-Time Pack| 100%| Orders are dispatched before the Expected Dispatch Time
2| On-Time Ship| ≥ 99%| Orders are handed to and scanned by the carrier same day
3| Cancellation Rate| ≤ 1%| Inventory is checked frequently to prevent Cancelations

Troubleshooting

Cancel a Customer Order

If you need to cancel an order, follow these instructions. Please understand canceling an order will impact your metrics (order cancellation rate <1%).

1. You need to remove your inventory first. To do so, follow the steps outlined in Section 3.2 Inventory Management.
2. Open the Amazon WMS > Click on Orders > Click All Orders
3. Search for the desired order ID you would like to cancel.
4. Click on the order ID and then “cancel order” in the top right of your screen.
5. On the next Screen, designate a reason for canceling the order.
6. Click Submit to confirm the cancellation.
7. You must inform eu-sellerflex-support@amazon.com with your Account Manager in cc once you have completed this step so that the order cancellation gets processed internally.

Carrier Issues (raising a case in theFMC Tool)

• Case Management : How to use
• To request support from Amazon you will first need to search for the unique VIRD of the collection that you wish to request the support for.
• Once you have found the VRID scroll to the far and you will see a speech bubble, click this (as you hover over the speech bubble it will say “See Related Cases”), once clicked a popup will open a new window to create or view cases for the VIRD.
• To create a new support request (CASE) click on “create case for #VIRD number#).
• Once you have followed the steps on the previous slide you will see the CASE popup screen (as below) where you can enter the details of the support you require.
  When creating a case enter ALL relevant details, plus an indication of what you need to resolve. Our Relay Operation Team (ROC) will respond and follow up accordingly.

1. Select the ‘Topic’ that best fits your support needs.
2. Complete title and details as required.
3. Add relevant emails to the cc list. (Please add any email addresses relevant to the cc list to ensure there is visibility within your business, allowing for quick resolution)
4. Select status ‘pending Amazon action’.
5. Click submit.

Examples of when to request support

Example 1 Topic: Delay

Scenario: You are experiencing an unforeseen delay/closure in your operation and you will need the scheduled collection postponed to a later time in the day or pushed to the next available day.
Possible outcome: Our support team will schedule a new collection with you, this new collection will be visible in FMC as a new VIRD.

Example 2 Topic: Equipment

Scenario: The wrong type of vehicle has arrived compared to what was scheduled and you are not able to dock the vehicle, or you are not able to fit all the shipments due for that day on the vehicle sent. (if the wrong vehicle type arrives and you can dock and load all the shipments please do so, but still raise the CASE and state this so we can feedback to the carrier).
Possible outcome: Our support team will schedule a new collection with you, this new collection will be visible in FMC as a new VIRD.

Example 3 Topic: Add truck

• Scenario: You have noticed that the shipment being loaded today (or due for tomorrow) will not fit on the vehicle due to unexpected shipment/pallet size and you require an additional collection.
• Possible outcome: Our support team will schedule an additional collection with you, this additional collection will be visible in FMC as a new VIRD.

Holiday/Time Off Settings

• You can make changes to your node’s availability if you or your team decides to take a holiday or decide to halt order fulfillment for an extended duration.
• You must set holidays at least 14 days in advance of your holiday start date by using the holiday management console in the WMS.
• If you have an emergency which means you need to close your warehouse at short notice (i.e. less than 14 days notice), please email EU-SellerFlex-Support@Amazon.com.

Help and FAQs

Help

• AMXL issues: For AXML issues (e.g. trucks not arriving, or any delays) you should escalate via the FMC Tool. Instructions on how to do this can be found in Section 4.2 How to use the FMC tool.
• WMS-related/Arrow XL-related or other issues: Please check the FAQ and if you still didn’t get a satisfying response please contact SellerFlex Support

WMS Seller Help Content

• The WMS houses internal help pages separate from the help pages within Seller Central. Within these pages, you can find varying troubleshooting steps, walkthroughs, and best practices that are exclusive to SellerFlex. As a Seller, you should be using this resource as it may contain answers you may be seeking from the SellerFlex Support team.

You can access the help pages by:

1. Locate and click the icon next to the Node ID at the top right of the page.
2. If you’re unable to find your answer, feel free to contact SellerFlex Support.

FAQs

• I don’t have stock for a particular Seller Flex ASIN but orders already dropped in. What should I do?
• To ensure a good customer experience, you have to maintain an order cancellation rate under 1%. If this issue still arises, please cancel the order in the WMS and inform your Ops contact including the root cause for the miss.

What items can I lose load?

• Please refer to the loading standards to check which items you can lose load. If you are unsure, please contact your Account Manager.
• I have an issue regarding the collection of ArrowXL orders. How can I get support?
• For ArrowXL order issues please contact eu-sellerflex-support@amazon.com.

What are the dimensions Seller Flex can handle?

• Seller Flex can handle items up to 3x3x2 meters and 120 kg.

What is the returns policy and who is responsible for the cost?

• Seller Flex uses the FBA return process and policy. Details can be found in Seller Central under https://sellercentral-europe.amazon.com/help/hub/reference/G200379860.

What should I do if I need an additional truck or my truck is canceled?

• Please open a case in FMC as detailed in Section 5.4 Case Management: How to use?

I got an ArrowXL label in my AMXL pick list. Is this expected and how should I ship the products?

• This can happen sometimes: our systems constantly re-evaluate the best route to deliver your orders to customers which means the carrier could change up until you print the label.
• You must always ship out AMXL labels with AMXL pickups and ArrowXL orders with ArrowXL. We recommend that you pick and pack all of your orders for the day at the same time, to avoid any mistakes.

24 hours before CPT orders in the WMS do not match the Seller Flex orders in Seller Central. Is this expected?

• Unscheduled Delivery orders should appear in your WMS within 1 hour of customers placing the order. Scheduled delivery orders will only be visible around 24 hours before collection.
• It can take some time for orders to drop into the WMS. If you still do not see all orders in the WMS 12 hours before the collection time please reach out to eu-sellerflex-support@amazon.com and we will investigate.

What should I do if my warehouse closes for 1-2 days?

• You can set warehouse closure in the WMS by using the Holidays feature within the Settings menu.
• Please note: you must set warehouse closure 14 days in advance to prevent customers from placing Scheduled Delivery orders that need to be picked up while you are closed.

When can I print the shipping labels?

• You should print the shipping labels a maximum of 24hours before the collection.

Can I adjust the number of orders on my picklists?

• You can change the number of maximum orders per picklist by going under “pick” and then “Choose list preferences”

Appendix

Tools Walkthrough Videos (WMS and FMC)

1. WMS Video Walkthrough

2. Settings
   a. Printers ( video )
   b. Warehouse layout (video)
   c. User management (video)

3. Inventory
   a. Receive and stow ( video )
   b. Inventory audit ( video )

4. Orders

• a. Order view ( video )
• b. Order processing ( video )
• c. Pick (video)
• d. Pack (video)

FMC Tool Video Walkthrough

• Please find a video walkthrough of the FMC tool here.
• You are now ready to sell with SellerFlex.
• Congratulations and Welcome!

References

• Amazon Sign In
• Amazon Sign-In
• Amazon Sign In
• Amazon Sign In
• Amazon Sign In
• Amazon Sign In
• Zebra GX43-102511-000 Barcode Label Printer - Barcodesinc.com

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