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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 is currently the supported carrier 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: TNT driver came to pick up orders from your warehouse earlier than the agreed pickup time.
  • Belated pickup: TNT driver came to pick up orders from your warehouse later than the agreed pickup time.
  • Missed pickup: TNT driver did not come to pick up orders from your warehouse.

For any pickup operational issues as described above, please contact the TNT customer service team just logging into the web form myTNTCustomerOnline.

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

Claims for loss or damage of package

In case of loss or damage during the transit time, the liability of TNT is limited according to the Transportation Terms. To open a claim for Loss, please contact TNT just filling out this web form.

Prime carriers' label cancellation

For TNT, 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 TNT label and do not intend to use it, it is not required to proceed with cancellation request.

Filing a claim with TNT

For a loss and damage claim, please contact TNT Customer Services via this web form.

FAQ Carrier operational issues

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


  1. Do not cancel the order but cancel the unused TNT 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 > Orders > Manage Orders and click on the order number before selecting Refund Order.

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