If a customer says they didn’t receive their order, first check your tracking information to confirm the delivery status.
If tracking shows the order was delivered:
- Share the tracking details with the customer, such as the delivery date, signature, or photo if available.
- Ask the customer to check with neighbours, around their property, or with their local post office.
If tracking shows the parcel is missing or delayed:
- Contact the courier to start an investigation or claim.
- Let the customer know you’re looking into it.
- Depending on your shop policy, you can send a replacement or issue a refund.
Contact the marketplace admin if you need help resolving the issue.
Always keep communication polite and professional. Good communication helps protect your shop’s reputation. Sellers are responsible for ensuring that buyers receive their orders as described.
