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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 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 will be 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 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 fulfill 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. 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 fulfill your seller-fulfilled 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.

Selling Partners 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. Selling Partners should state that they would like to raise a claim for an order purchased through Amazon Buy Shipping.
  2. Selling Partner will be asked to provide their Hermes Tracking Number and brief description of their 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. Selling Partners need to provide a copy of their proof of purchase label in order to process the claim. Hermes will also request the Selling Partner’s email address (to issue 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.

Selling Partners 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. Selling Partners should state that they would like to raise a claim for an order purchased through Amazon Buy Shipping.
  2. Selling Partners will be asked to provide their Hermes Tracking Number and brief description of the damaged caused to the item.
  3. Hermes will issue a damage claim form. Selling Partners must provide photographic evidence of the damage to support the claim.
  4. Selling Partners must provide a copy of their proof of purchase label in order to process the claim. Hermes also requests the Selling Partner’s email address (to issue claims form) 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 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.

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