Item is out of stock

• Let the buyer know immediately that the item is unavailable for delivery. Offer to send a refund or let them know when the item will be available for shipment.

• Offer a partial refund in situations where the buyer is inconvenienced by the delay.

• Communicate with the buyer quickly and offer options to resolve the problem.

Item delivery is delayed

• Contact the buyer right away to let them know there may be shipping delays, and provide updates if possible.

Tip:  By including tracking information, you can provide your buyer with more detail on the item's shipping status.

Item arrives damaged or is not as described

• If a buyer reports an item has arrived damaged or not as described, offer to resolve the issue immediately. You can:

  • Offer an immediate refund.

  • Offer to ship a replacement item if available.

  • If parts or accessories are missing, offer to ship them immediately, offer a discount, or send a postage-paid box for return shipping.

  • If the wrong item was sent, send a replacement item immediately, and include a postage-paid box for return shipping.

Remember, you are responsible for ensuring the item arrives to the buyer safely, so try to resolve the issue quickly without inconveniencing the buyer.

Item is lost or doesn’t arrive

• If an item is still in transit, let the buyer know when the item was shipped, the shipping method used, and remind them if delivery is still within the listed timeframe.

• If available, send the buyer tracking information so they can check shipping status themselves.

• If the item is clearly outside of the estimated delivery time, fix the issue immediately by offering a refund or shipping a replacement item. 

• Work out any issues with lost items directly with the shipping service and avoid involving the buyer when possible.