Sell on Amazon Sign in
This article applies to selling in: United Kingdom

Resolve carrier operational issues with Buy Shipping services

DPD and Royal Mail are currently the supported carriers for Buy Shipping services in the United Kingdom. This page helps you to resolve operational issues faced by these carriers related to Buy Shipping services.

Buy Shipping carriers' label cancellation

For Royal Mail, you will not be charged a label fee until an electronic scan has been applied to your package by the carrier.

For DPD, you will be charged for the label upon purchase in Buy Shipping, and not at first scan of the package by the carrier. However, if you have bought a DPD label and do not intend to use it, you must do the following:

  • Cancel the unused shipping label. Go to the order details page (select Orders, followed by Manage Orders, then search for the order ID and click the order). Go to the Shipments section and click Refund Purchased Delivery Label.
    Note: The shipping label can only be cancelled before the order has been shipped. You have 30 days to request a refund for an unused label.
  • Confirm shipment for the same order. (select Orders, followed by Manage Orders, then search for the order ID, click the order, and then click Confirm shipment). Add the details of the alternative carrier that you used to ship the order (carrier, name, delivery service, tracking ID).

File a claim with DPD

For a loss or damage claim, if you use DPD on Buy Shipping services as the carrier to fulfil your seller-fulfilled orders, contact DPD Customer Services by email (amazonmfn@dpd.co.uk) or telephone (01213364829 or 08453088711) within 14 days from the date of shipment, to file a loss or damage claim. Refer to the process here.

If you have any questions related to DPD shipping labels payments, contact DPD directly at amazonmfncarriage@dpdgroup.co.uk.

File a claim with Royal Mail

For a loss or damage claim, if you use Royal Mail on Buy Shipping services as the carrier to fulfil your seller-fulfilled orders, refer here to find more information on how to file a loss or damage claim.

If you do not have a business account, and instead use Royal Mail drop-off services, refer here.

Frequently asked questions

A customer has requested to cancel their order but I have already printed my shipping label with Royal Mail. What do I do?


  1. Do not cancel the order or the shipping label. You will not be charged for the shipping label unless it is scanned by the carrier. Your metrics will not be affected by failing to cancel the order.
  2. Refund the customer in Seller Central (select Orders, followed by Manage Orders, click the order ID, and then click Refund Order).

A customer has requested to cancel their order but I have already printed my shipping label with DPD. What do I do?


  1. Do not cancel the order but cancel the unused DPD shipping label. Request a refund for the Purchased Delivery Label. Your metrics will not be affected by failing to cancel the order.
  2. Refund the customer in Seller Central (select Orders, followed by Manage Orders, click the order ID, and then click Refund Order).

Sign in to use the tool and get personalised help (desktop browser required). Sign in


Was this article helpful?
Thank you for your feedback
How can we improve this help page? Note: This form doesn’t create a support case. Please specify what you think is wrong with the content itself.
1000
What was helpful?
1000
Thank you again for your help!
Thank you for your feedback. If you have more questions, please Contact Us.

Reach Hundreds of Millions of Customers

Start Selling on Amazon


© 1999-2020, Amazon.com, Inc. or its affiliates