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This article applies to selling in: Italy

Resolve carrier operational issues with Buy shipping services

BRT is currently the supported carrier for Buy shipping services in Italy. This page helps you resolve operational issues faced by the carrier related to Buy shipping services.

Buy shipping label cancellation

For BRT, you will be charged for the label upon purchase in Buy shipping. However, if you have bought a BRT label and do not intend to use it, you must do the following:


  1. Cancel the unused shipping label. Go to the Order details page (from the Seller Central menu, select Orders, then click Manage orders, search for the order ID, and click the order), then go to the Shipments section and click Refund purchased delivery label.
    Note: The shipping label can only be canceled before the order has been shipped. You have 30 days to request a refund for an unused label.
  2. Confirm shipment for the same order (from the Seller Central menu, select Orders, then click Manage orders, 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 BRT

If you use BRT as the carrier to fulfill seller-fulfilled orders, 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]

Frequently asked questions

A customer 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 customer in Seller Central (from the Seller Central menu, select Orders, then click Manage orders, click the order ID, and then click Refund order).

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