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This article applies to selling in: United Kingdom

Resolve carrier operational issues with Buy Shipping services

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

Buy Shipping carriers’ label cancellation

Royal Mail doesn’t charge a label fee unless the carrier applies an electronic scan to your package.

For DPD, you are charged for the label upon purchase in Buy Shipping and not at the 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 on the order). Go to Shipments and click on Refund Purchased Delivery Label.
    Note: The shipping label can only be cancelled before the order has been dispatched. You have 30 days to request a refund for an unused label.
  • Confirm dispatch for the same order. Select Orders, followed by Manage Orders, then search for the order ID. Click on the order, and then click on Confirm dispatch. Add the details of the alternative carrier that you used to dispatch 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 orders, contact DPD Customer Services by email (amazonmfn@dpd.co.uk) or telephone (01213364829 or 08453088711) within 14 days from the date of dispatch to file a loss or damage claim. For more information, go to the DPD damage claims process.

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 orders, go to Royal Mail Business Account Claims 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, go to Claims Centre.

File a claim with Hermes

For an item that has become lost during transit.

You are to contact Hermes via Hermes Holly Chatbot to raise a claim for an order that was lost during transit and purchased through Amazon Buy Shipping by Hermes.


  1. You must state that you would like to raise a claim for an order purchased through Amazon Buy Shipping.
  2. You must provide your Hermes Tracking Number and a brief description of your enquiry.
  3. Hermes will launch an investigation and respond within 24 hours.
  4. Upon completion of the investigation, in the event that it has been deemed lost, Hermes will issue a lost claim form.
  5. You have to provide a copy of your proof of purchase label in order to process the claim. Hermes will also request your email address to issue the claims form and bank details in order to process the refund.
  6. Upon receipt of the lost claim form, Hermes will aim to process the refund within 28 days of receipt.

For an item that has become damaged during transit.

You must contact Hermes via Hermes Holly Chatbot to raise a claim for an order that was damaged during transit and purchased through Amazon Buy Shipping by Hermes.


  1. You must state that you would like to raise a claim for an order purchased through Amazon Buy Shipping.
  2. You will be asked to provide your Hermes Tracking Number and a brief description of the damage caused to the item.
  3. Hermes will issue a damage claim form. You must provide photographic evidence of the damage to support the claim.
  4. You must provide a copy of your proof of purchase label in order to process the claim. Hermes also requests your email address to issue the claims form and bank details in order to process the refund.
  5. Upon receipt of the damage claim form, Hermes aims to process the refund within 28 days of receipt.

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 on the order ID, and then click on 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 on the order ID, and then click on Refund Order.

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