COVID-19: Latest Updates (KSA)

Help Page & FAQs

COVID-19: Latest Updates (KSA)

As a global company, we’re closely monitoring the impact of COVID-19. To help you stay informed of changes that may impact your business on Amazon, we’ve consolidate important updates related to COVID-19 here. We will update this page as new information is released, so check back regularly.


Updated May 11th 2020

Resuming our operations for non-prioritized products

We are happy to announce that we are reactivating your offers which were temporarily paused on April 12, 2020. This means that we will resume customer deliveries, receive inbound inventory in all our Fulfillment Centers and pick-up your Marketplace orders as usual for non-prioritized products as well.

This will be effective immediately i.e. from May 11, 2020. Please continue to track your Orders dashboard and keep pending orders ready to ship. We will contact you shortly to arrange a pick-up for these items.



Updated April 23rd 2020

Reactivating our operations in Riyadh, Makkah and Madinah

We are pleased to make these two announcements:

  • We are reactivating your offers for prioritized products.
  • We are accepting again inbound shipments of prioritized products in all of our Fulfillment Centers.

 

Frequently Asked Questions

Are all my offers going to be live on Saudi.souq.com?

Offers will be live for only prioritized selection such as food, health and personal care products, and items needed to work and study from home until further notice. For non-prioritized products, we will continue to deactivate the offers and Fulfilled-by-Souq inbound shipment creation until further notice. However, please keep ready shipments for all pending orders.

What action am I supposed to take now?

Please review your live offers and update the quantity and price as (if) needed. We remind you to pause all offers that are currently Out Of Stock.

What happens to my pending orders to customers in Riyadh, Makkah and Madinah?

We will fulfill all pending orders for delivery to customers in Riyadh, Makkah and Madinah, but, for now, customers in those cities will not be able to place new orders.



Updated April 15th 2020

Temporarily pausing our operations in Riyadh, Makkah and Madinah

We are closely monitoring the developments of COVID-19 and its impact on our customers, selling partners and employees. As you are already aware, major cities are taking precautionary measures with extensive lockdown and movement restrictions.

We are temporarily pausing our operations in Riyadh, Makkah and Madinah until further notice while we work with Government authorities to procure relevant permits to continue operations in these cities. Due to this, we will be unable to make customer deliveries, receive inbound inventory or pickup your Marketplace orders during this time.

We are temporarily pausing all offers for Sellers operating from Riyadh, Makkah and Madinah. This will be effective immediately i.e. from April 15, 2020 and we will let you know once we resume regular operations. No action is needed from you at this time.

Customer deliveries and collection of Marketplace orders outside of Riyadh, Makkah and Madinah are continuing at this time.

We are not cancelling any existing FBS or Marketplace orders at this time. We request you to not cancel any pending Customer order until further notice. You will not be penalized for late shipment of orders during this period.

Frequently asked questions

What cities that are affected by this change?

We are temporarily pausing our operations in Riyadh, Makkah and Madinah from April 15, 2020 until further notice while we work with Government authorities to procure relevant permits to continue operations in these cities. Due to this, we will be unable to make customer deliveries, receive inbound inventory or pickup your Marketplace orders during this time. Customer deliveries and collection of Marketplace orders outside of Riyadh, Makkah and Madinah are continuing at this time.

What happens to existing customer orders that haven’t shipped out / yet to be scheduled /pending pick up?

FBS: We are not cancelling any existing FBS orders at this time. Please do not cancel any pending customer order unless we notify you otherwise. Customer orders that have not been shipped out are delayed because of the constraints in our FCs. We will fulfill these pending orders as soon as we can.

Marketplace: We are not cancelling any existing Marketplace orders at this time. We request you to not cancel any pending customer order unless we notify you otherwise. You will not be penalized for late shipment of orders during this period and we will collect these as soon as we can.  If you are impacted by curfew, you can also choose to cancel any orders that you are unable to fulfill.

What happens if this measure affects my account performance adversely?

Any negative impact on seller performance metrics due to this issue will not be considered while evaluating your Souq Selling Centre account. You will not have to do anything from your end.

When will you return to regular operations?

We plan to resume regular operations as soon as possible and we will update you when we do.


Update of April 12th 2020

Temporarily pausing non-prioritized products (KSA)

We are closely monitoring the developments of COVID-19 and its impact on our customers, selling partners and employees. As you are already aware, major cities are taking precautionary measures with extensive lockdown and movement restrictions. At the same time, there is an increased online demand for certain products.

We are temporarily prioritizing our fulfilment and logistics capacity to certain products. These are items such as food, health and personal care products and items needed to work and study from home.  Products will be prioritized based on a number of factors, including high-demand products customers need now, fulfilment center capacity, regulations, and our ability to adhere to guidelines from health authorities within our fulfilment centers. We are making this temporary change across our business for all selling partners. This also means we will be prioritizing products coming into our fulfilment centers so that we can more quickly receive, restock and deliver these products to customers.

For non-prioritized products, we have temporarily stopped taking orders and deactivated the offers and shipment creation. For FBS, shipments created before April 12th 2020 will be received at fulfilment centers. We will fulfill pending FBS customer orders for these products as soon as we can. For your existing marketplace orders we will collect these as soon as we can, however you can also choose to cancel any orders that you are unable to fulfill.

This will be in effect starting April 12th 2020, and we will let you know once we resume regular operations.

Frequently asked questions

What are the products that be affected by this change?

We are temporarily prioritizing our fulfilment and logistics capacity to certain products. These are items such as food, health and personal care products and items needed to work and study from home and other high-demand products customers need now. You can find a list of the main categories which will have priority products here.

Which channels are impacted by this change?

FBS: We are temporarily prioritizing food, health and personal care products, items needed to work and study from home, and other high-demand products customers need now coming into our fulfilment centers so that we can more quickly. For all other products, FCs will not accept inbound at the moment. This will be in effect from April 12th 2020  and we will let you know when we resume normal operations.

Marketplace: You will not receive orders temporarily for any low-priority products. This will be in effect from April 12th 2020   and we will let you know when we resume normal operations. If you are selling priority products, you may receive orders for those products and we will do our best to pick them up as per normal operations.

What if I already have a FBS shipment on its way?

FBS shipments created before April 12th 2020  will be received.

I believe my product is food, health and personal care products and items needed to work and study from home, but I am not able to create a shipment or get orders. What should I do?

We have determined if a product is high priority based on a number of factors, including high-demand products customers need now, fulfilment center capacity, regulations, and our ability to adhere to guidelines from health authorities within our fulfilment centers. Unfortunately at this time we are not accepting requests to re-classify listings.

My product is listed within the prioritized categories, but I am not able to create a shipment or get an order. What should I do?

If your product is correctly classified and you are not able to create a shipment or get an order, then the product in question is not prioritized at this time.

What happens to existing customer orders that haven’t shipped out / yet to be scheduled /pending pick up and which is part of low-priority list?

FBS: Customer orders that have not been shipped out are delayed because of the constraints in our FCs. We will fulfill these pending orders as soon as we can.

Marketplace: These orders will remain in pending and we will collect these orders as soon as we can. In addition, you can also choose to cancel any orders that you are unable to fulfill. Any negative impact on seller performance metrics due to this issue will not be considered while evaluating your selling center account performance and you will not have to do anything from your end.

I don’t sell any of the prioritized products. What is going to happen to my business if I can’t replenish and/or ship my products?

We are making these temporary adjustments in order to prioritize which will be in effect starting April 12th 2020 , and we will let you know once we resume regular operations. We understand this is a change to your business, and we did not take this decision lightly. We are working hard to increase our fulfillment and logistics capacity. You may continue to sell products already in our fulfilment centers.

We appreciate your understanding as we prioritize the above products for our customers.

What happens if this measure from Souq affects my account performance adversely?

Any negative impact on seller performance metrics due to this issue will not be considered while evaluating your Souq Selling Centre account. You will not have to do anything from your end.

When will you return to regular operations?

We will let you know as soon as possible once we resume regular operations. In the meantime, we will expand the list of products (on an item-by-item basis as capacity permits).

 


 

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