Amazon Smart Connect FAQs

Modified on Wed, 22 Jun, 2022 at 4:46 PM

Why do Listings become Inactive on Seller Portal although listings are FBA Enabled and have inventory in Seller Portal?

Amazon expects that the product dimension received at packing time should match the product dimension defined on the Seller Portal for the respective SKU. Amazon made the listing inactive if there is a difference in both dimensions.

The seller can make the listing active again by updating the correct dimension on the Seller Portal.

Stuck Order conditions and corresponding action

Condition	Description	Cause	Seller/Integrator Action	Integrator/ Seller Controllable
60	Dimension Missing	Null dimension for the ASIN	Update the dimensions of the ASINs through SAM messages	Yes
EDI - 6003/6001	Shipment pushed to site, but no response received	Site has not responded with either shipment acceptance or shipment rejection message	Shipment has not been received by the Integrator system. Integrator to check on the causes which could lead to this.	Yes
SC - 29	Shipment pushed to site, but no response received	Site has not responded with either shipment acceptance or shipment rejection message	Shipment has not been received by the Integrator system. Integrator to check on the causes which could lead to this.	Yes
EDI - 29	Shipment has been accepted, but not processed by Site	Shipment has missed ExSD as it was not processed by the site within ExSD or if the shipment was processed, the message delivery to Amazon system has failed	Integrator to check if there was any tech miss of messages not being delivered to Amazon or seller has not processed the shipment.	Yes
SC - 04	Shipment has been accepted, but not processed by Site	Shipment has missed ExSD as it was not processed by the site within ExSD or if the shipment was processed, the message delivery to Amazon system has failed	Integrator to check if there was any tech miss of messages not being delivered to Amazon or seller has not processed the shipment.	Yes
EDI - 4	Picklist has been generated by Site	Shipment has missed ExSD as it was not processed by the site within ExSD or if the shipment was processed, the message delivery to Amazon system has failed	Integrator to check if there was any tech miss of messages not being delivered to Amazon or seller has not completed the shipment processing.	Yes
7	Item has been scanned from picklist but not packed	Shipment has missed ExSD as it was not processed by the site within ExSD or if the shipment was processed, the message delivery to Amazon system has failed	Integrator to check if there was any tech miss of messages not being delivered to Amazon or seller has not completed the shipment processing.	Yes
13	Order has been slammed (Ship Label has been generated)	Shipment has been slammed and shipped out, but the "ship-complete" (ASN) message has not been received by Amazon or Site is doing virtual processing (slamming the shipment, but shipment not packed and ready for handover)	Integrator to check if there was any tech miss of messages not being delivered to Amazon or seller has not completed the shipment processing.	Yes

Note: Condition - 03, 08, 36 & 5409 are non-Integrator controllable and Amazon team will work to get it resolved.

Amazon Performance Metric: SOR (Stuck Order Rate)

Amazon will be tracking the site's performance on Stuck order, through the SOR metric.

SOR = (Total stuck shipments)/(Total weekly units shipped)
SOR Performance Threshold is 1%. Any site having SOR of more than 1% or more than 35 stuck shipments (whichever is lower)will lead to site deactivation.

Why do the sellers need to update dimensions(length, width, height, and weight) in Amazon portal listings?

The dimensions uploaded by sellers in listings data are used by Amazon to create and recommend the package dimensions(using backend algorithms).
The same package dimensions are fetched by Assure from Amazon.
During packing, we send the dimensions back to Amazon as Amazon doesn’t allow us to pack orders without package dimensions.
There should be no empty or incorrect values in any of these 4 parameters. Otherwise, sellers can face issues while packing the orders. Hence, The seller should update all listings with the correct dimensions (length, width, height, and weight).

How to address Packing Issues because of incorrect/empty?

This happens usually when the recommended packages field has some dimensions missing (length, width, height or weight). Check if all the dimensions are uploaded in the Amazon panel, if not upload the same and then retry packing. Also, check for the correctness of the dimensions.

If the issue still persists, please raise the issue to [email protected]

Our support team will share the logs with the Amazon team and provide you with the correct dimensions to be updated while packing.

Once the recommended dimensions are received, you can enable 'Capture Packet Dimensions' in Packing screen configurations and input the dimensions while packing.

How to find Seller ID

Login to your seller account
Select Settings, then Account Info on the upper right of the screen
Under Business Information select "Your Merchant Token"
Merchant Token will act as the Seller ID

Mechanism to identify SmartConnect orders from Seller central

Currently, there is no mechanism to identify SmartConnect Orders from Seller Central (Manage Orders) page. There are FBA reports available in Report drop-down on seller central where users can refer to AFS reports which have the warehouse id which can be used to identify SmartConnect Orders.

Reports à Fulfilled by Amazon à Amazon Fulfilled Shipments Report

*But this will capture only fulfilled orders.

*Amazon SmartConnect program team shares reports with the Integrator as well as selling partners in case orders are pending processing. You can refer to those reports to identify pending orders.