Vendor's Own Carrier (VOC)
The Vendor’s Own Carrier (VOC) program is an extension of Amazon Direct Fulfillment (DF). It is used when Amazon cannot provide its own contracted carriers for specific products or delivery regions. This enables vendors to offer their full product range through Direct Fulfillment by leveraging their own carrier network.
As part of the VOC program, the vendor manages the entire shipping process independently: printing shipping labels, confirming shipments, and regularly updating tracking and delivery information in Vendor Central to ensure full visibility for both Amazon and customers.
Requirements for Participating in the VOC Program
The following criteria must be met to participate in the VOC program:
- Only products that cannot be shipped via Amazon’s own DF carriers are eligible.
- Deliveries must be possible nationwide, to both residential and commercial addresses.
- Daily tracking and status updates for all open VOC orders are mandatory.
- Shipping costs must be included into the product price (Amazon does not cover freight costs).
- The vendor is listed as the consignor on the shipping label.
Operational Steps
The Vendor’s Own Carrier (VOC) workflow consists of several steps designed to ensure a seamless customer experience, even when shipping is handled by the vendor:
- Receive Order: When an order is placed on Amazon, it appears in Vendor Central under “Direct Fulfillment Orders”.
- Prepare for Packaging and Shipping: Use sturdy, neutral packaging (if you are not the manufacturer). Attach your own carrier’s shipping label cleanly and visibly.
- Add Tracking Information: Enter the carrier’s name and the tracking ID in Vendor Central. This can be done manually or via CSV upload. Both pieces of information are required so that Amazon and the customer can view the delivery status.
- Confirm Shipment: Once the package has been picked up by the carrier, you must mark the delivery as “shipped” in Vendor Central. This automatically invoices the order.
- Update Shipment Status: Update the shipment status daily until final delivery. These regular status updates are mandatory and ensure transparency for Amazon and the customer until final delivery. After delivery, set the final status—options include Shipment Delivered, Shipment Rejected at Delivery, Undeliverable, or Shipment Lost.
The allowed status codes are:
| Status Code (EN) | Description (EN) |
|---|---|
| DEPARTED_FROM_FC | Package has been shipped from the warehouse |
| IN_TRANSIT | Package is in transit |
| OUT_FOR_DELIVERY | Package is out for delivery |
| DELIVERED | Package has been delivered |
| DELAYED | Delivery is delayed |
| UNDELIVERABLE | Undeliverable |
| REJECTED | Delivery rejected by customer |
| LOST | Delivery has been lost |
Billing & Cost Structure
The following points outline the billing and cost structure within the VOC program:
- Amazon does not pay for shipping costs.
- Transportation costs must be included in the item price.
- The vendor is responsible for returns of undeliverable orders.
- Invoicing is done automatically as soon as an order is marked as shipped.
Performance Metrics
Amazon monitors VOC orders using several key metrics:
- ExSD (Expected Ship Date): The order must be picked up on the specified shipping date.
- Scan Rate: The first “In Transit” notification must occur promptly after shipment confirmation.
- EDD / DEA: Delivery should be completed within 96 hours of shipment confirmation.
- SR (Scan Rate) and DSR (Delivered Scan Rate): Measure the accuracy and completeness of status updates across all shipments.