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This article applies to selling in: Spain

Seller Fulfilled Prime FAQ

I already have my own carrier. Can I use it for Seller Fulfilled Prime?

Amazon is committed to maintaining a high bar for Prime customer experience. Therefore, to ensure that customers receive the same excellent delivery experience in Seller Fulfilled Prime, we have partnered with Prime carriers who are able meet this bar. You are required to ship Seller Fulfilled Prime order only using supported carriers.

You are also required to use Buy Shipping services for at least 98% of your Prime orders. In exceptional circumstances, you can use a non-Prime approved carrier to deliver items for no more than 2% of your total Prime orders.

What are the costs of joining this program?

You are only required to pay the Prime carrier’s shipping costs to participate in Seller Fulfilled Prime. For more information on our Prime carrier shipping costs, go to Buy Shipping. To provide a good customer experience, Amazon also expects you to comply with the cut-off requirement and give orders on time to the Prime carrier. For more information, go to Program terms.

When is the cut-off time for shipping?

Regardless of the shipping speed selected by the customer, Prime and non-Prime Premium shipping orders must be dispatched on the same working day the order is received, as long as the customer places the order before your cut-off time. You are required to have a minimum order cut-off time of 4:00 p.m. for Prime orders and 2:00 p.m. local time for non-Prime Premium shipping orders. This means that all Prime orders received in your system by 4:00 p.m. local time must be dispatched the same day. Orders received after the cut-off time will have a “must-ship-by” date of the following working day.

For example, with a cut-off time set at 4:00 p.m. local time, Prime orders received in your system at 10:30 a.m. local time on a Tuesday need to be shipped on the same day. However, if it is received at 5:00 p.m. local time, it would need to be shipped by the following working day. The same logic applies to non-Prime premium shipping orders as well. Click here for more details about the program terms and cut-off time.

Can the cut-off time be changed?

Yes, you can postpone your cut-off time following the instructions here. The earliest cut-off time is 4:00 p.m. local time for prime orders and we recommend that you set the cut-off time 30 minutes before your Prime Carrier collection.

Day of the order (before cut-off) Shipping day Delivery day to the buyer on a Next Day order
Monday Monday Tuesday
Tuesday Tuesday Wednesday
Wednesday Wednesday Thursday
Thursday Thursday Friday
Friday Friday Monday
Saturday Monday Tuesday
Sunday Monday Tuesday
Day of the order (after cut-off) Shipping day Delivery day to the buyer on a Next Day order
Monday Tuesday Wednesday
Tuesday Wednesday Thursday
Wednesday Thursday Friday
Thursday Friday Saturday
Friday Monday Tuesday
Saturday Monday Tuesday
Sunday Monday Tuesday

How do I make a claim against my Prime carrier?

If you have linked your Royal Mail Business Account with Buy Shipping and would like to file a claim, refer to this link. If you use the Royal Mail Drop Off services, you can use this link.

If you use SEUR as the carrier to fulfill Seller Fulfilled Prime orders, contact SEUR Customer Services via email:

Can I sell products through Seller Fulfilled Prime in other countries?

At present, the Prime customer benefits (Fast delivery) associated with Seller Fulfilled Prime are only available to those for delivery within Mainland Spain and the Balearic Islands. However, you can offer delivery to the Canary Islands, Ceuta, and Melilla on your Prime shipping template, and charge an additional fee. To edit your Prime template, go to your Shipping settings, select your template, and click Edit to add delivery to international regions.

Do I have to ship Prime orders outside the Peninsula and Balearic Islands?

To participate in the program, you must be able to ship Prime orders to Mainland Spain and the Balearic Islands. These regions are systematically integrated in your Prime template found in your shipping settings and cannot be removed, however the delivery promises to each may differ.

In your shipping settings, you can set specific delivery times and shipping costs for your Premium shipping to particular regions for non-Prime customers. If the order placed is to a region outside your Prime carrier’s coverage, you will need to use an alternative carrier to ship those orders.

A customer has requested to cancel their order but I have already printed my shipping label. What do I do?

  1. Relevant for SEUR and Correos Express labels: Cancel the label purchased through Buy Shipping by requesting a refund in Manage Orders.
    • Click the order number.
    • Click the Refund Purchased delivery label above the shipment details. Learn how to view the status of a refund here.
  2. Refund the buyer by selecting the order on the Manage Orders page and then clicking Refund Order.

I've bought a label with a Prime carrier but I need to cancel the label and ship with another carrier. What do I do?

  1. Follow step 1 described in the previous question to cancel the label purchased from the Prime carrier.
  2. Select the order, click Edit shipment, change the tracking information and re-confirm the shipment.
  3. If this option is not available, first cancel the label purchased through Buy Shipping by requesting a refund in Manage Orders.
    1. Click the order number.
    2. Click Refund Purchased Delivery Label above the shipment details. When finished, re-confirm the shipment with a new tracking ID using the Confirm Dispatch option.
  4. Contact the buyer to inform them of the changed tracking information.

Where can I review my Prime template once it is set up?

Go to your Shipping Settings, and select your Prime template from the templates on the left hand side.

How do I add more selection to Seller Fulfilled Prime?

Click here to have more details on how to assign SKUs to the Prime template.

How many ship-from locations can I select in a Prime shipping template?

You can select up to 10 ship-from locations per shipping template. Prime Shipping regions will be a set of union (or sum) or all regions that the selected shipping services can deliver from each ship-from location.

What is the benefit of choosing multiple ship-from locations?

You can increase the coverage of Prime regions by choosing more than one ship-from address. If you have warehouses located in different regions of the country, you will have the opportunity to offer a faster delivery promise to more customers.

Note: Before you add a new ship-from address to a shipping template, ensure that you have agreed with your preferred carrier on the pick-up schedule, as it will impact the delivery promise shown to customers.

I have more questions not found on this page. Who can I talk to?

If you would like to talk to a Selling Partner Support associate who is specifically trained on Seller Fulfilled Prime, then you can contact us directly in Seller Central through Contact Us > Selling on Amazon > Seller Fulfilled Prime. The Seller Fulfilled Prime exclusive contact page will ensure that your query is directed to the right team so that your query may be attended to as soon as possible in an effective manner.

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