If an order is marked as delivered but the buyer never received the order, your course of action depends on the shipment method.
To confirm the shipping method:

1. Go to Manage Orders in Seller Center.
2. Locate the affected Order ID on the Shipped tab.
3. Confirm the shipping method of your order.

If the shipping method is Shipped via Platform:

Direct the buyer to check the following:

• Whether the delivery address is correct
• Whether the order was dropped off near the delivery location (for example, around the house), or placed in a hidden area, such as a corridor or lobby
• Whether the order was received by neighbours
• Whether the buyer was contacted by the logistics service provider
• Whether the logistics service provider left any notes to instruct the buyer to pick up the order at their pick up location. If the order was returned to the pick up location, the buyer can contact the provider for re-delivery.

If the buyer confirms all the details and the order is still missing, they can create a ticket via Buyer Help Centre to request a refund.

• You should approve the refund request.
• Once the refund is completed, you can create a ticket under Complaints & dispute > Logistic issue > Delivered but not received for a compensation request.
• Make sure you submit your compensation request within 40 calendar days from the last logistics status update.
  • For example, if the latest logistics status was updated on 1st February 2024, you have until 11th March 2024 to submit your ticket. Any claims afterwards will be rejected.

If the shipping method is "Shipped by Seller":

• Contact your selected logistics service provider for further assistance