Carrier operational issues in Seller Fulfilled Prime

SEUR operational issues process

Delivery of the goods

The delivery of goods will be made at the address designated by the sender, unless the recipient is repeatedly absent, or the weight, volume or characteristics of the shipment don’t allow a single person to handle it. In such cases, prior notice will be given at street level or at the SEUR office of destination.

Diversion to collection points (SEUR Pickup Network)

After two unsuccessful delivery attempts due to absence, wrong address or unknown recipient, mono-bulk shipments weighing less than 20 kg and shipments with a perimeter under 175 cm, will be diverted to a collection point in SEUR’s Pickup network near the delivery address. If the recipient doesn’t collect the shipment within 10 calendar days, it will be returned to its origin.

If it is a multi-bulk shipment or one that exceeds the standards of the Pickup network, after two delivery attempts, the carrier will open a case for the issue to be resolved by the buyer with SEUR Customer Service in the shortest time possible.

Proof of delivery

The buyer's signature on the delivery note will be required to proceed with the delivery of the goods. In case the buyer refuses to sign the delivery note, SEUR will be absolved from any responsibility. SEUR will be able to collect the buyer's signature in order to accredit the collection and delivery of the goods, a means that buyers accept without reservation.

You can access a copy of the proof of delivery from your SEUR Pro account.

Premature, belated or missed pickup issues

There are 3 different scenarios:

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

If your on-time shipment rate has been affected by SEUR-related pickup issues (premature, belated or missed pickup), and you have received a performance warning, respond to the case with proof that SEUR missed the agreed pickup. You can provide a signed handover list, or a report downloaded from your SEUR Pro account.

Specific details on how to do it can be provided by Seur itself as it something about their internal system.

Claims for lost or damaged package

For any claims for lost or damaged packages, follow these instructions:

1. Sign into your SEUR Pro account, find the related shipment and verify if the issue can be solved.
2. If you cannot solve the issue through SEUR Pro, refer to the following table:

Claim type:	Misses	Incomplete content	Damages	Others
Description:	Total miss: The buyer's order has not been delivered	Buyer received the package but there are one or more items missing	Order has been damaged during transportation.	Other reasons
	Partial miss: The buyer´s order consists of several packages and has been partially delivered, missing one or more packages.
When to file a claim:	Total miss: within 1 year	Within 7 days	Externally detectable: at delivery time	Depends on the reason. To get consultation, write an email at: atencionalcliente@seur.com
	Partial miss: at delivery time		Not externally detectable: within 7 days
Documents to share:	Order invoice	Order invoice	Order invoice	Depends on the reason
			Photograph of the package and its content Photograph of the damage Photograph of the shipping label
		Photograph of the package and its content Photograph of the damage Photograph of the shipping label	Keep item and packaging
SLA:	Claiming 1-3 days	Inspection: 1-12 days	Resolution: 7 days	Compensation
	1. Check if you can solve the issue through SEUR Pro
	2. If you cannot solve the issue through SEUR Pro, contact your SEUR depot’s customer service by email with the claim.	The carrier will validate if the information that you shared is enough to solve the issue and if not, they will ask you to complete all the information	The claim will be reviewed and you will be contacted by email.	If the claim is admitted, you will be refunded*. The refund date** depends on factors such as the payment method or bank holidays.
If damages exceed €100, a SEUR verification will be necessary.
* within 30 days after you are informed about the claims admission.
** Response time is indicative, it could change depending on the case.

Label scan issues

For SEUR to be able to process and ship your packages on time, you must pay attention to the following:

• Don't change the label format and content description after downloading the shipping label from Seller Central or from your API. You can use ZPL or PNG as the label format depending on the printer you use.
• Make sure your printer has enough ink so that the label is clearly readable.

Tracking and proof of delivery

For tracking, go to SEUR.com, enter the tracking IDs and click Track. The tracking ID is available in Seller Central on the order details page for specific orders. You can also download a bulk report through SEUR Pro, filtered by date, tracking ID, or reference.

The delivery status of your package, seen on the tracking page, will be one of the following:

• Parcel handed over
• In transit
• At delivery center
• Parcel out for delivery
• Delivered

For a proof of delivery, contact Amazon Selling Partner Support with the relevant order and tracking ID.

Point of contact at SEUR

In case SEUR Pro has not been able to offer you the information or solution you need, and you can contact a SEUR Customer Service agent and get support:

Email: atencionalcliente@seur.com

Correos Express operational issues process

Pickup issues

For claims regarding Correos Express pickups, write an email to clientes@correosexpress.com, call +34 976459541, or contact your Correos Express representative if you have one.

Claims for lost or damaged package

For lost packages, you must file a claim within one year of the ship date. For claims regarding damaged packages, you must file the claim within seven days, unless stated otherwise in the proof of delivery. The following documentation is required in either case:

1. Copy of the claim letter.
2. Copy of the original invoice or document that proves value of lost items.
3. Invoice or document stating the amount to be reimbursed by Correos Express. Amount must exclude VAT and be within the insurance coverage.
4. Copy of the end-of-day form.
5. Payment information for the transfer of the amount reimbursed (Account holder name, IBAN, BIC).

To file a loss or damage claim you can contact clientes@correosexpress.com or call 976459541.

Tracking and proof of delivery

For tracking, go to the following page, enter the tracking IDs and click See my shipment: https://s.correosexpress.com. The tracking ID is available in Seller Central on the order details page for specific orders.

You will see the delivery status of your package on the tracking page.

For a proof of delivery, contact Amazon Selling Partner Support with the relevant order and tracking ID.

Other issues

For other issues such as increasing volumes or special pickups because of sales events, or general program questions, questions on pricing, and technical questions, contact Amazon Selling Partner Support.

FAQ

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

Don't cancel the order (the buyer must 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.

Refund the buyer in Seller Central > Orders > Manage Orders and click the order number before selecting Refund Order.