Article Summary:
This article provides guidance on Amazon’s chargeback policies related to Frustration-Free Packaging (FFP) & Ships in Own Container (SIOC), Purchase Order (PO) On-Time Accuracy, and Carton Content Accuracy. It outlines the requirements for packaging certification under Amazon’s FFP/SIOC programs—including ease of opening, recyclable materials, box utilization, and protective design—and explains the conditions that trigger chargebacks for non-compliance. It also details how PO on-time accuracy chargebacks are assessed based on shipping or delivery windows, confirmation accuracy, and fulfillment timing. Lastly, it covers carton content discrepancies that result in chargebacks, such as overages, shortages, and incorrect pack labeling, while offering best practices to prevent each type of violation.
Table of Contents
| Content | Shortcut Link |
| Chargebacks – FFP & SIOC | Jump to Content |
| PO On-time Accuracy Chargeback | Jump to Content |
| Carton Content Accuracy Chargeback | Jump to Content |
Chargebacks – FFP & SIOC
What is Frustration-Free Packaging (FFP)?
FFP is the gold standard of Amazon’s packaging certification program and provides packaging that is designed with the customers and the environment in mind. It is:
FFP must be easy to open by the customer with minimal use of scissors or box cutters.
Packaging must not contain blister packs, plastic inserts, packing peanuts, shredded paper, or welded clam shells.
All contents must be removable from the package within 120s.
Amazon have defined a minimum acceptable product-to-package ration, aimed to minimize the volume of packaging necessary.
The ration is called Box Utilization Score and is calculated as the volume of the product divided by the total volume of the packaging. See example below:
| Length | Width | Height | Total Volume | |
| Product Measurement | 20 inches | 9 inches | 6 inches | 1090 cubic inches |
| Packaging Measurement | 22 inches | 10 inches | 8 inches | 1760 cubic inches |
| Box Utilization Score: | 1080/1760 = 61% |
The Box Utilization Score must be greater than 30% for fragile products, and 50% for non-fragile products.
FFP must be a rigid, six-sided shape, and rectangular, capable of stacking on a fluid-loaded mixed trailer and surviving the parcel delivery network or Less-than-Truckload (LTL) shipping.
The packaging is flat, free of protrusions, windows and cut-outs. Access holes are allowed but cannot exceed dimensions of 3″*1.5″.
All open edges must be adequately sealed to ensure the product remains protected while in a Fulfilment Centre and throughout its distribution to the customer.
FFP must be of 100% curbside recyclable materials; for example, corrugated and other paper-based materials.
SIOC is another variant of Amazon’s packaging certification program, in which the manufacture designs e-commerce ready packaging that can be shipped to customers without an Amazon box over it. Minimum package dimensions for SIOC and FFP are 6*4*0.375 inches (152.4*101.6*9.5 mm).
Why does Amazon have the FFP/SIOC chargeback?
E-commerce has a unique potential to reduce waste in the environment by eliminating excessive packaging. In an online store:
- Expensive packaging is not required
- Customers do not see - and so cannot compare - product packaging to your competitors. There is no visual size comparison or perception across products.
- Only the product is displayed to customers
- The packaging is not displayed to the customers, only the product itself, and does not influence their purchasing decision.
- Theft prevention is not required
- Packaging features for theft prevention are not necessary for products being sold on e-commerce websites, as they are never directly available to customers prior to purchase.
- Packaging does not affect purchasing decision
- In an online store product reviews, ratings and products descriptions guide customers in making a purchasing decision - not the packaging.
Why did you get this chargeback?
You shipped Amazon a product that...
- Exceed the size and weight criteria.
- Was not certified through FFP or SIOC.
- Did not belong in the excluded categories.
- Was not part of the “Long and skinny” Exclusion.
Any packaged item with its longest side more than 18″ or its shortest side more than 8″ or its median side more than 14, or exceeding the weight of 20 lbs, that is not in the excluded categories; must be certified through FFP or SIOC.
How to prevent this chargeback?
If you have products that meet the size and weight criteria and are not in the excluded categories, they must be certified through Amazon’s Frustration-Free Certification as Tier 1 (FFP) or Tier 2 (SIOC).
PO On-Time Accuracy Chargeback
Collect (We-Pay)
Your Freight Ready Date (FRD) in the routing request was set outside the ship window on your PO. Your freight must be ready to ship by the FRD provided in the routing request.
Prepaid (They-Pay)
Your initial Carrier Request Delivery Date (CRDD) was outside the delivery window on your PO.
Back-ordered line items are held to the same ship/delivery windows as other accepted line items on the PO.
If the trailing 4-week rate is below 90%, the charge will be: 3% of the cost of the product for all non-compliant received units which arrived outside the order delivery/ship window.
You did not send all the units that you confirmed on the PO before the PO auto-cancel date.
If the trailing 4-week rate is below 90%, the charge will be: 10% of the cost of the product for confirmed shipments that are auto-cancelled by our system for not being delivered by the PO cancellation date.
This occurs when you reduce the confirmed quantity on PO line items 5 days into the start of the agreed ship/delivery window.
The calendar days start accruing from the first full day (at 12am) after the PO is issued. For example, if the PO is issued on Monday morning, then the 5 days start at 12am Tuesday, ending on Saturday at midnight.
If the trailing 4-week rate is below 90%, the charges will be: Changes made after the first 5 calendar days have passed will result in a charge of 3% of the cost of goods for the difference in confirmed units. For example, if you confirmed 15 units but after 5 days decreased it to 10 units, 3% is deducted from the unit cost of the missing ‘Down-confirmed’ 5 units.
How to prevent this chargeback based on your product’s availability
Only accept PO line items for products that will be available to ship/deliver within the specified window.
Finalize PO confirmations within 48 hours and avoid reducing your confirmed units after 5 days.
| Collect | Prepaid |
|
The Freight Ready Date (FRD) in the routing request must be on or before the ship window end. Best practice is to submit your routing request the same day that you confirm your PO. Accurate (pallets, volume, weight) is critical to ensure correct carrier capacity when picking up your freight. |
The Carrier Requested Delivery Rate (CRDD) must be on or before the delivery window. The CRDD is entered into Carrier Central by the carrier delivering your freight. |
If the PO allows backorders, confirm the line item as backorder with the number of units you are able to fill, keeping in mind the grace threshold. Backordered units still count against on-time performance.
Provide either an estimated ship date (ESD; Collect freight) or an estimated delivery date (EDD; Prepaid freight) for the line item.
If the PO does not allow backorders, reject the line item.
Reject the line item on the PO
Carton Content Accuracy Chargeback
What is Carton Content Accuracy?
This chargeback occurs when Amazon finds more (overage) or less (shortage) units in a carton (box) than noted in the Advance Shipment Notification (ASN). The chargeback can also occur when an unexpected item is found in the box or when units are incorrectly bundled together (Inner/Master Pack Labelling Issue) inside the box.
What subtypes does this chargeback have?
- Unexpected item overage. This occurs when the shipment contains items in a box that were not specified in the ASN.
- Unexpected quantity overage. This occurs when the shipment contains more units of an expected item in a box compared to the unit count provided in the ASN.
- Shortage. This occurs when the shipment contains less units of an expected item in a box compared to the unit count provided in the ASN.
- Inner/Master Pack Labelling Issue. This occurs when shortages or overages occur in a box due to incorrect bundling or labelling methods.
Why is carton content accuracy important?
If the items inside a box do not match what is expected based on the ASIN, then Amazon will not be able to efficiently receive boxes at an Amazon Fulfillment Center since the carton contents could be incorrect.
How can you prevent this chargeback?
Ensure that the actual contents sent in the box match the contents detailed in the ASIN
Check the quantity of items that have a case pack (where multiple items are bundled together and intended to sell as individual units. Remove any unnecessary bundling that could result in these items getting stowed as one unit instead of individual items. Ensure the quantity matches what is defined as a sellable unit in the Amazon catalog.
Stick your printed box labels to the correct boxes to ensure that each label identifies the contents inside exactly. Double-check the details in the ASN and information on the label matches the physical box contents.
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