Order problem guide
What to do when an order has a problem
A useful problem report separates facts, expectations, and sensitive data. This page organises the evidence and the next support step without promising an outcome.
- Identify the affected stage.
- Keep listing and chat records.
- Escalate with focused evidence.
Listing or variant
Pause before payment if details conflict. After payment, preserve the confirmation.
Describe the exact mismatch rather than a general impression.
Payment
Check status and amount before retrying. Save a redacted error.
Do not repair a discrepancy with external transfers.
Preparation delay
Compare the stated window with current status.
A delay alone is not proof of fraud; prolonged silence may need support.
Delivery or damage
Review tracking and photograph damage without a full label.
Keep packaging where relevant.
Conduct
Preserve pressure, spam, or threats and stop the exchange.
Use reporting for conduct and support for the order.
Separate preparation delay from delivery failure
An order can remain within a five-day preparation window without having a carrier scan. Compare the paid date and promised preparation period first. If the window passes, ask the seller for a factual update inside the order. Once dispatch is recorded, switch the review to the carrier method, tracking events, and expected transit information. Weekends or service notices may affect an estimate, but they should be checked rather than assumed.
A tracking pause after handover is different from a parcel marked delivered to the wrong place, and both differ from receiving the wrong garment. Name the actual status before escalating. Keep the private tracking history, dates, packaging, and item photos relevant to that stage rather than labelling every delay as fraud or opening several unrelated complaints. Record the last confirmed event and the first missed expectation as separate points in the timeline.
Write a support request that can be assessed
Lead with one sentence that identifies the order, affected stage, and exact discrepancy: for example, the delivered pair is a different colour from the paid variant. Add a short timeline and the specific resolution you want reviewed. Attach the listing, accepted chat detail, status, and focused image only where each item supports that statement. Explain any prior seller response without adding arguments that do not change the documented mismatch.
Mask complete labels, addresses, credentials, financial records, and unrelated conversations. If the same exchange includes pressure or threats, preserve those messages and use the conduct-reporting route while the order case addresses the product or payment problem. Support can review the documented facts under current terms, but the evidence does not predetermine a remedy.
Before you continue
Prepare a concise case record:
- Stage
- Order reference
- Timeline
- Redacted evidence
- Requested review
Common questions
Should I use several channels?
No. Keep one coherent platform case.
What evidence helps?
Listing, chat, confirmation, status, and focused photos.
Is a refund guaranteed?
Not before the case and terms are reviewed.
What about pressure?
Stop, preserve, and report.
Useful next pages
