Amazon Custom Photo Orders
For sellers using Amazon Custom with FBM, how are you handling poor-quality customer-uploaded photos?
We often receive images that are blurry, low resolution, badly cropped, dark, or unsuitable for production. When this happens, we have to message the customer and wait for a better image.
The problem is that the dispatch deadline keeps running, even though the delay is caused by the customer not providing usable artwork.
This leaves us with three bad options:
Make the item using a poor image.
Wait for a better photo and risk late dispatch.
Cancel the order and risk damaging cancellation metrics.
Is there any Amazon-approved way to handle this?
Can dispatch times be paused or extended when customer customisation details are unusable?
Would be useful to hear how other Amazon Custom sellers deal with this.
Thanks.
Amazon Custom Photo Orders
For sellers using Amazon Custom with FBM, how are you handling poor-quality customer-uploaded photos?
We often receive images that are blurry, low resolution, badly cropped, dark, or unsuitable for production. When this happens, we have to message the customer and wait for a better image.
The problem is that the dispatch deadline keeps running, even though the delay is caused by the customer not providing usable artwork.
This leaves us with three bad options:
Make the item using a poor image.
Wait for a better photo and risk late dispatch.
Cancel the order and risk damaging cancellation metrics.
Is there any Amazon-approved way to handle this?
Can dispatch times be paused or extended when customer customisation details are unusable?
Would be useful to hear how other Amazon Custom sellers deal with this.
Thanks.
1 reply
Christine_Amazon
Hello @Seller_RppLIYdtPEjs3
Thanks for bringing this up. This is a common challenge for sellers who offer customized products through FBM.
Unfortunately, Amazon does not currently provide a way to pause or extend the shipping timer while waiting for a customer to send usable customization details. The handling time starts as soon as the order is placed, even if the artwork, image, or personalization information isn't ready yet.
A few things that may help:
• Consider increasing your handling time if you regularly need to review customer-submitted images or request replacements. Giving yourself extra time upfront can help prevent late shipment issues.
• Make your image requirements as clear as possible on the product page. Let customers know what file types, image quality, or resolution are needed before they place an order. This can reduce the number of unusable submissions.
• If a customer sends an image that cannot be used, contact them right away through Buyer-Seller Messaging. The sooner you reach out, the better chance you have of receiving a replacement before your shipping deadline.
• If a shipment is delayed because you're waiting on information from the buyer, keep records of all communication. While Amazon does not automatically excuse these situations, having documentation can be helpful if you need to discuss the order with Seller Support.
If cancellation becomes the only option, make sure you keep a record of your attempts to contact the buyer and resolve the issue before taking that step.
I'm also interested to hear how other Amazon Custom sellers handle these situations. Sharing real-world experiences can often provide the best solutions.
Christine 🌻
