Missing Items
We can open an investigation with the carrier if your item’s tracking information hasn’t been updated in 2 or more business days.
To start this process :
Access your account through either the App or website
Navigate to your sold item : Me/Account → Sales → Sold Item
Select "Report an issue" from your sold item timeline and complete the form.
We’ll update you regularly as the investigation continues. On average, it takes 15-30 days for the carrier to provide a conclusive answer.
If the carrier declares your item is lost, we’ll issue payout to ensure you’re still paid.
Damaged Items
We’ll immediately open an investigation with the carrier if your item arrives damaged at the buyer’s address or our warehouse.
If the carrier confirms they damaged your item in transit, we’ll release the payout for your sale.
To avoid potential damages in the future and ensure smooth delivery, follow our expert packaging tips. Learn more