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This article applies to selling in: Italy

Carrier operational issues in Seller Fulfilled Prime

This page helps you to resolve issues related to Seller Fulfilled Prime supported carriers. TNT and BRT are currently the supported carriers for Seller Fulfilled Prime in Italy. See below for information on supported Prime Carriers’ operational issues.

Premature, belated or missed pickup operational issues

There are 3 different scenarios:

  • Premature pickup: Driver came to pick up orders from your warehouse earlier than the agreed pickup time.
  • Belated pickup: Driver came to pick up orders from your warehouse later than the agreed pickup time.
  • Missed pickup: Driver did not come to pick up orders from your warehouse.

For any pickup operational issues as described above, proceed as follows:

  • TNT: contact the TNT customer service team just filling out this web form.
  • BRT: contact the BRT customer service team through this page or write to the following email address:

    infoXXX@brt.it

    [Enter the first three digits of your BRT client code instead of XXX; eg. info123@brt.it]

Note: If you experience problems with your very first carrier pickup, check if you have completed the onboarding process with the carrier.

Claims for lost or damaged package

In case of loss or damage during the transit time, the liability of the carrier is limited according to the Transportation Terms. To open a claim for loss, proceed as follows:

  • TNT: contact the TNT customer service team just filling out this web form.
  • BRT: contact the BRT customer service team through this page or write to the following email address:

    infoXXX@brt.it

    [Enter the first three digits of your BRT client code instead of XXX; eg. info123@brt.it]

Prime carriers' label cancellation

You will be charged for the label upon first scan of the package by the carrier, NOT in the moment of purchase in Buy Shipping. If you have bought a label and do not intend to use it, it is not required to proceed with cancellation request.

Filing a claim

For a loss and damage claim, proceed as follows:

  • TNT: contact the TNT customer service team just filling out this web form.
  • BRT: contact the BRT customer service team through this page or write to the following email address:

    infoXXX@brt.it

    [Enter the first three digits of your BRT client code instead of XXX; eg. info123@brt.it]

FAQ Carrier operational issues

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


  1. Do not cancel the order but cancel the unused 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 buyer in Seller Central > Orders > Manage Orders and click the order number before selecting Refund Order.

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