If the logistics status of your order is stuck or not updated correctly, check the latest logistic information under Manage Orders on Seller Center:

1. Locate the affected Order ID in the To ship or Shipped tab.
2. Hover over the Order ID and click View logistics. You can view any logistics updates under Tracking results.

If your shipping method is Shipped via Platform:

• You can first check on the logistics service provider's website to confirm if the tracking status matches the platform's tracking status.

If the logistics status is stuck or has not been updated for less than 7 calendar days:

• The order is within the normal delivery timeline. We appreciate your patience and if the status is still not updated within 2 business days, you can contact our seller support for further assistance.
• If it's been more than 24 hours since your order was picked up and the status has not been updated to "Shipped," you can create a ticket under Complaints & Dispute (Logistic related) > Pick up Issues > Picked up but logistics status not updated with the Order ID*. Be sure to include evidence so we can verify and update to the correct status.

If the logistics status is stuck or has not been updated for more than 7 calendar days:

• You can create a ticket* via Complaints & Dispute (Logistic related) > Delivery process inquiry > Unmoved tracking event. Our support team will follow up with the logistics service provider for a status update.

If the order was delivered but the logistics status has not been updated:

• If the buyer contacted you to confirm that they've received the order, but the logistics status still does not update, you can create a ticket under Complaints & Dispute (Logistic related) > Logistic Issue > Delivered but logistics not updated with the Order ID*. Be sure to include relevant evidence for us to verify and update the status.

If your shipping method is Shipped by Seller:

• You can check directly with your chosen logistics service provider for an update on the tracking status.
• You have to manually update your orders' delivery status and upload Proof of Delivery (POD).

*Please note you can only enter one order ID per ticket. If there are multiple affected order IDs, you'll need to submit another ticket.