Orders Arriving Without Outer Packaging - Customers Complaining
We are experiencing an issue in which customer orders arrive damaged due to inadequate packaging when sent via FBA.
Our garments are stored in clear polythene bags with ventilation holes. These holes are a legal requirement to prevent suffocation. Because of this, the polythene bags are not suitable as outer shipping packaging — they offer no protection against dirt, moisture, or damage in transit.
We are currently enrolled in the Ships in Product Packaging (SIPP) programme for some SKUs. It appears Amazon is applying shipping labels directly to these polythene garment bags and dispatching orders with no additional outer packaging. We never actually applied to be within the SIPP, so we only realised this was happening when customers started complaining.
We noticed the packaging says it needs to be in a "Flexible Bag". We need to understand whether this means:
- The bag that we, as the seller, provide when sending stock into Amazon in bulk, or
- A bag that Amazon applies at the fulfilment centre before dispatching to the customer, such as a recyclable brown mailing bag
Our understanding was that Amazon would be responsible for placing the item into an appropriate outer bag prior to dispatch. If the SIPP programme means Amazon is simply applying a shipping label directly to our polythene garment bag with no additional packaging, we need to know how to prevent this and what steps we need to take to ensure adequate outer packaging is applied before orders are shipped to customers.
Could someone please advise on the best course of action to prevent orders from continuing to ship without adequate outer packaging?
Orders Arriving Without Outer Packaging - Customers Complaining
We are experiencing an issue in which customer orders arrive damaged due to inadequate packaging when sent via FBA.
Our garments are stored in clear polythene bags with ventilation holes. These holes are a legal requirement to prevent suffocation. Because of this, the polythene bags are not suitable as outer shipping packaging — they offer no protection against dirt, moisture, or damage in transit.
We are currently enrolled in the Ships in Product Packaging (SIPP) programme for some SKUs. It appears Amazon is applying shipping labels directly to these polythene garment bags and dispatching orders with no additional outer packaging. We never actually applied to be within the SIPP, so we only realised this was happening when customers started complaining.
We noticed the packaging says it needs to be in a "Flexible Bag". We need to understand whether this means:
- The bag that we, as the seller, provide when sending stock into Amazon in bulk, or
- A bag that Amazon applies at the fulfilment centre before dispatching to the customer, such as a recyclable brown mailing bag
Our understanding was that Amazon would be responsible for placing the item into an appropriate outer bag prior to dispatch. If the SIPP programme means Amazon is simply applying a shipping label directly to our polythene garment bag with no additional packaging, we need to know how to prevent this and what steps we need to take to ensure adequate outer packaging is applied before orders are shipped to customers.
Could someone please advise on the best course of action to prevent orders from continuing to ship without adequate outer packaging?
8 replies
Seller_zKEt2RiaID5EU
https://sellercentral.amazon.co.uk/sipp-enrollment
The SIPP program will send your parcel out in the same format you sent it to the FBA fulfilment centre
The above link gives you access to the SIPP enrollment page. Under the enrolled products tab, you can "unenroll" any items you wish, so this does not happen to you.
Kind Regards
Elliot
Seller_WjQIT17Ak4gSb
I'm having the same problem with some products where I have specifically opted out of SIPP and yet Amazon are still doing it/offering it. I've got an ongoing support case but no resolution so far. They also aren't providing me the discount on the products that they are shipping out without packaging, because I'm not enrolled.
Susi_Amazon
Hello @Seller_xOAkhYY1tcSiw,
Thank you for raising this. The SIPP program ships products in the same format they arrive at our fulfillment centers.
You can manage your SIPP enrollment through your Seller Central account, visit the SIPP enrollment page to review which products are enrolled and unenroll any items you'd prefer to ship with additional packaging.
@Seller_WjQIT17Ak4gSb I'd recommend reaching out to Seller Support with your case details so they can investigate further. They can review your account settings and ensure your preferences are being applied correctly.
-Susi 🌿
