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This article applies to selling in: France

Amazon Partnered Carrier pallet shipments frequently asked questions

Important: We want to inform you that our partner carrier, UPS Freight, is currently experiencing operational challenges. This might cause a delay to pallet shipments created through the Partnered Carrier Program (PCP) workflow. Our current estimation is that pick-ups will be delayed by up to two days (for example, if the estimated pick-up date was initially set on October 3, it will now be October 5). However, this remains subject to change based on further developments.
Important: On January 1, 2021, we updated the workflow for shipments between the UK and the EU using the Amazon Partnered Carrier program. For these shipments, you must be customs compliant and prepare documentation for customs clearance. For more information, see Cross-border shipment workflow frequently asked questions.

To help you manage inventory transfers across the UK-EU border, we're offering a limited-time promotion. From January 1 to June 30, 2021, if you use a pallet partnered carrier, you can benefit from the following:

  • Reduced transportation costs: Get discounted rates for cross-border FBA shipments between the UK and the EU until June 30, 2021.
  • No brokerage or handover fees: If you use partnered carrier customs brokerage services, Amazon will cover the brokerage fees for all shipment types. For pallet shipments, we will also cover the handover fee if you use a third-party customs broker for indirect representation.

For more information, see Post-customs border promotion frequently asked questions.

Note: Partnered carrier less-than-truckload (LTL) shipments are available in the UK, Germany, Spain, France and Italy for domestic and cross-border shipments to fulfillment centers.

Do I need to ship a minimum number of packages or pallets?

For small parcels, a maximum of 200 boxes can be created per shipment. If your small parcel shipment weighs more than 200 kg, or contains more than 30 parcels, you might find that the Partnered Carrier Pallet (LTL) option is less expensive than other shipping options. For pallets, partnered carriers do not require a minimum number to be shipped. For LTL, the maximum number of pallets per shipment is 26 for the UK and 33 for the European Union.

Is there a minimum or maximum pallet weight?

There is no minimum weight for a pallet, but 500kg is the maximum. All pallet shipments need to adhere to the standard FBA pallet shipment requirements.

Is there a minimum or maximum pallet height?

Non-stackable pallets shipped to UK warehouses must not exceed 120 cm x 100 cm x 180 cm (l x w x h). Non-stackable pallets shipped to a warehouse outside of the UK must not exceed 120 cm x 80 cm x 180 cm (l x w x h). For the Amazon Partnered Carrier program, we do not accept stackable pallets. Any stackable pallets will be refused at pickup and may incur an additional cost.

Do I need to have a dock door or forklift? In addition, what are the tail lift requirements?

Partnered carriers can pick up pallets from locations that do not have dock doors or forklifts. Once the carrier has contacted your designated point of contact to organize pickup, please proactively share these details and other specific requirements for your shipment. If you ask for a tail lift service, you might experience a delay in pickup depending on whether the carrier has a tail lift truck available right away.

Note: Tail lifts are only available for collections of six pallets or less. Tail lifts are not available for less than truckload (LTL) or full truckloads (FTL).

Will Amazon send me a confirmation of my shipment?

Yes. Amazon will send an email, confirming the contents of the shipment, pickup date and primary point of contact the day before the shipment is due to be picked up. You should receive a confirmation email the day before your collection. If you have not received this confirmation email by 1 pm the day before your collection, raise a case with Selling Partner Support.

How do I confirm a pickup?

Once you have confirmed your Partnered Carrier Pallet shipment, the carrier tendering your shipment will reach out to the main point of contact in your business (provided in shipment booking) to organize the pickup. They will do this via mail the day before the shipment is due to be picked up. If you have not received any information from the carrier by 2 p.m., raise a case with Selling Partner Support.

Can I get a confirmation receipt from the carrier after the driver picks up my shipment?

Yes, all carriers can sign a printed copy of the shipment confirmation sent by Amazon (see question above). This document can be used as proof of collection for your shipment.

I need to change my pickup appointment. Whom should I contact?

Currently, we are not able to process shipment date and time changes through Seller Central. If your shipment pickup is in two business days (for example, you are enquiring on Monday and your pickup is Wednesday), you should contact your assigned carrier directly to reschedule.

  • UPS Freight: upsamazon@ups.com
  • Kuehne + Nagel: amazon-fba.overland@kuehne-nagel.com

If your shipment pickup date is more than two business days, you should cancel your shipment in Seller Central and create a case with Selling Partner Support to request a refund. You should be eligible to receive a full refund for the cancelled shipment.

The carrier did not turn up for my pickup appointment. What should I do?

Please make sure that you have received an Amazon confirmation email. If you have not, this may mean that your carrier is not yet ready to pick up from you. Please wait until the day before the estimated pick up date on your Manage FBA Shipments page before raising a case.

If you have received your Amazon confirmation email, please contact the carrier directly using the following details below. Please include your ARN number and FBA Shipment ID in this email.

If you still have not heard from the carrier after your email, you should raise a case with Selling Partner Support. A member of our operations team will work with you to rearrange the pickup.

Note: For shipments that are more than 6 pallets in size you may find that your shipment is collected after the estimated pick up date due to the extra requirements needed to pick up a shipment of this size.

I cannot access the carrier portal. Whom should I contact?

Please contact the carrier directly to fix this tech issue.

  • UPS Freight: upsamazon@ups.com
  • Kuehne + Nagel: amazon-fba.overland@kuehne-nagel.com

If the issue persists, you should raise a case with Selling Partner Support.

The carrier refused to pick up my LTL shipment. Whom should I contact?

You should raise a case with Selling Partner Support. A member of our operations team will work with you to understand the root causes and reschedule the pickup.

Are there any restrictions on my pickup location?

Partnered carriers are not able to pick up from any ocean shipping terminal or port location. You will need to transfer your products to a shipping location outside of the terminal or port that can accommodate the carrier’s equipment.

Pickup from islands is excluded from the regular offer, and requires individual alignment with the carrier. For the full list, Visit the Amazon Partnered Carrier program page.

What documentation is required?

Documentation required for a pallet pickup differs by carrier.

  • UPS: Sellers are required to provide a UPS collection sheet at pick up. This will be generated within the UPS shipment creation portal ahead of the shipment. If you would like proof of pickup, print the Amazon confirmation email and have the driver to sign it.
  • Kuehne + Nagel: Sellers must also paste a label with the Amazon Reference Number (ARN) on every pallet where it is clearly visible. If you would like proof of pickup, print the Amazon confirmation email and have the driver to sign it.

Cross-border shipments require additional documentation. For more information, see Cross-border shipment workflow frequently asked questions.

Whom can I contact in case of any issues, such as non-delivery, damaged or incomplete delivery?

You can raise a case with Selling Partner Support, and you will be asked to provide your shipment ID, proof of pickup and any other relevant documentation pertaining to the shipment. We will then investigate the case and work with the carrier to resolve the issue. Please also review the FBA lost and damaged inventory reimbursement policy.

Where can I track my partnered carrier shipment?

In Seller Central, once shipment has been created Amazon will provide updates on your shipment status on the shipment events tab of the shipment.

You can also track your shipment using tracking portals:

  • UPS Freight: UPS will share your login details in an introduction email. To track your shipment, log in to the UPS SCS page and enter your FBA shipment ID. The FBA shipment ID can be found on both the Seller Central shipment page and on the confirmation email sent by Amazon the day before your shipment pickup.
  • Kuehne + Nagel: Enter the Amazon Reference Number (ARN) on the Kuehne + Nagel public tracking page. The ARN can be found on both the Seller Central shipment page and on the confirmation email sent by Amazon the day before your shipment pickup.

Can I use the same carrier for all of my pallet shipments?

The Partnered Carrier program has multiple participating carriers. The carrier for each shipment is selected based on the carrier’s available capacity and the cost. Because of this, sellers are not able to select a specific carrier for all of their shipments.

I ship my products to Amazon directly from the manufacturer or distributor. Can I still use the Partnered Carrier program?

Yes. All you need are the shipment details when creating the shipment in Seller Central.

For example, if you want to use the Small Parcel Delivery (SPD) service, you must provide the number of boxes and the weight and dimensions of each box to get an estimated rate and print the shipping labels. Enter the manufacturer’s address as the Ship from location. Once you print the labels, send them to your manufacturer. Either you or your manufacturer must proactively contact the carrier to organise the shipment pickup.

Similarly, when selecting the Less than Truckload (LTL) service, you must provide the number of pallets and the weight and dimensions of each pallet to get an estimated rate. It's best practice to include the supplier as the main point of contact for your business (provided in shipment booking) to organise the pickup. This will ensure that the carrier contacts the supplier to coordinate the shipment pickup .

What if the carrier picks up my shipment and it is rejected by Amazon?

The carrier will get in touch with you to discuss the next steps, including options to redeliver goods. If this occurs, additional fees may apply. If you think this was done in error, raise a case with Selling Partner Support.

Does the partnered carrier program offer pallet exchange?

No. The program does not offer pallet exchange.

Where can I find my Amazon Reference Number (ARN)?

Your Amazon Reference Number (ARN) can be found in Inventory > Manage FBA shipments > on the Shipping Queue page click the Track shipment Button. Please note, this will only be visible one day before the preview pick up date if you are using the Amazon Partner Carrier Program for Less than Truckload.

What date will the Amazon Partner Carrier collect my shipment on?

You will be able to find your estimated pick up date in your Manage FBA Shipments page on Seller Central. Please note that this is only an estimated pick up date and does not guarantee your shipment will be picked up on this date. You will receive an Amazon confirmation email one day before your scheduled pick up with the exact time of the collection. Please wait to receive this before contacting Selling Partner Support on your estimated pick up date.

For shipments that are more than 6 pallets in size you may find that your shipment is collected after the estimated pick up date due to the extra requirements needed to pick up a shipment of this size. If you shipment has not been picked up 7 days after your estimated pick up date, please contact your carrier for more information.

Please also be aware that the date you input during the PCP LTL Shipment booking process is the “ready from date” and not the collection date.

Are there any location criteria in order for me to be able to use the Amazon Partner carrier service?

Yes. You will need to meet the following requirements below in order for the individual carriers to pick up from your location:

UPS(UK):

  • 40 ft vehicle access (Bridge heights, turning circles, no dead ends)
  • No Restrictions on entry – e.g. proximity to Schools
  • Dock or fork lift required
  • UPS (UK) are not able to pick up from Residential areas

Kuehne + Nagel (Cross-border, Germany, Italy, Spain and France):

Please ensure the following:

  • Physical pick up location (own or external warehouse) is correctly displayed on the order (in case it is deviating from your official company address)
  • Your security officer, in case this is applicable, is aware of the Amazon reference that our trucks are using for loading purposes
  • The correct pallets for shipments to UK and vice versa are used.
  • The correct number of pallets will be provided for collection.
  • The pallets are packed according the Amazon packaging guidelines.
  • Entry access is unrestricted.
  • In the absence of a dock door, a forklift must be provided.

Note: If you fail to meet the location criteria, the carrier may refuse to pick up your shipment and future shipments.

Where should I input the address I need my shipment picked up from?

When creating a shipment on Seller Central you will need to set your ship from address as the location that your shipment is to be picked up from the carrier.

Please note that if you input the incorrect location or would like to change the address, and your shipment is more than two days away from collection, then you will need to contact Selling Partner Support to cancel the collection and raise a new collection through the shipments portal.

How do I get a POD for my PCP LTL Shipment once delivered?

Request a POD from your carrier. Please note you will only be able to obtain a POD once your shipment has been successfully delivered to an Amazon fulfillment Center.

How can I find out why my shipment was rejected?

Please request the reason for rejection from your carrier. The carrier will then ask their driver, who receives a rejection slip upon every rejection.

Are there any opening time requirements for the Partnered Carrier Program Less than Truckload?

UPS: In order to qualify for the Partner Carrier Program (PCP) the premises from which the PCP LTL collection is being made (your ship from address) must have full day (9 a.m. - 5 p.m. CEST) opening hours. UPS are unable to collect from locations that do not meet these opening hour requirements (such as half day opening times) and may refuse collection if these requirements are not met.

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