FBM Guide

FBM Guide

Fulfilled by Makro (FBM) – Summary Guide (September 2025)

For the full detailed PDF version of this guide, please click here: Download the FBM Guide

What is FBM? Fulfilled by Makro (FBM) means Makro and its courier partners manage storage, picking, packing, delivery, and returns on your behalf. This provides faster delivery, consistent customer service, and removes the need for you to handle logistics.

Key Benefits

  • Faster delivery (2 days in Gauteng), boosting sales
  • Makro packaging, tracking and support
  • No extra packaging/handling fees beyond the fulfilment fee
  • Scale your business without needing your own logistics

Packaging Guidelines Products must follow strict packaging requirements to be accepted at the Fulfilment Centre. Non-compliance can result in stock being refused, returned, or penalties applied. See: Inbound FBM Packaging Guidelines

Pre-Authorisation & Consignments Before sending stock to the Fulfilment Centre you must get approval from the FBM team by emailing FBM@makro.co.za. The request must include:

  • FSN ID and description
  • Product category
  • Dimensions and quantity
  • Total value (qty × selling price)

Once approved, create a consignment in the Seller Portal. Steps include:

  • Add products (manual or bulk file upload)
  • Confirm QC checklist and packing list
  • Enter box details and dimensions
  • Print waybills and labels

Labelling

  • If items already have barcodes loaded in the portal, no extra labels needed
  • If not, print FSN codes and apply to each unit (preferably scannable)
  • Avoid placing labels over seams or openings
  • For barcodes:

    Operations & Reporting

    • The Sales & Inventory dashboard gives a detailed view of stock per product.
    • Issue resolution SLAs are strict: respond within 12 hours; resolution must be reached within 7 days (inventory adj.) or 2 days (returns/QC).

    Returns

    • Customers can return for change of mind, faults, or incorrect orders.
    • If returned stock is sellable → goes back into inventory.
    • Defective items → refunded and sent back to seller.
    • Seller has 2 working days to dispute a return (with supporting evidence).
    • If no feedback within 2 days, refund will be processed.

    Claims

    • Final Mile (FC → Customer): Claims for lost/damaged stock paid at selling price less commission.
    • First Mile (Seller → FC): No cover provided. Sellers must insure their own consignments.
    • Warehouse (post-receipt): Claims reimbursed at cost of goods (requires invoice proof).

    Liquidations

    • Triggered by unresolved QC issues, returns, or poor-performing stock.
    • Sellers have 12 hours to respond, 30 days to remove stock if requested.
    • If no action, Makro may liquidate stock via auction or disposal at seller’s cost.

    Payments

    • Payments run twice monthly (15th & last day).
    • Fees (platform, commission, fulfilment, storage) are deducted from payouts.
    • Refunds are netted off in the next cycle if already paid.

    In summary FBM allows you to focus on selling while Makro manages logistics. Sellers benefit from faster delivery, better customer experience, and streamlined operations — but must follow packaging, consignment, and fee rules carefully.

    For full details, walkthroughs, and rate cards, please see the complete guide: Download the FBM Guide