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What should I do if I received a non-receipt claim from the buyer?


We strongly encourage you to communicate with your buyer and help locate the package if you have shipped the order.

You could ask your buyer to cancel this non-receipt claim if the order has been received/found. Please be reminded that we will proceed to refund the buyer, if there is no action from you 3 days from the date the non-receipt claim is raised. Before this deadline, ensure that you have either accepted or submitted a dispute to the non-receipt claim, by coordinating with our Seller Support Center.

If you have not shipped the order, kindly contact our Seller Support Center and we will proceed with the refund process. Order will automatically cancel if you failed to ship your buyers order within your set days to ship and refund will be processed for paid orders.

If your buyer did not cancel the request even though you have shipped the order, please submit your dispute through our Seller Support Center any time before the default refund deadline to reject the buyer's claim.

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