I can’t send the item on time
You have 5 business days to ship the item since your buyer purchased it. However, we recommend shipping the item sooner, if you can.
NoteIt may take up to 48 hours for the tracking information to update. If you’ve sent the order and notice that the tracking information hasn't been updated, please press “I confirm I’ve sent the order” so that your order will not be automatically canceled if the tracking is delayed.
If we don’t receive any tracking updates or a confirmation that the order has been sent within 5 business days of the item’s purchase, the order will be canceled the next business day. Note that it may take up to a day to process the cancellation.
If you need more time to send the order, you can ask the buyer to agree on extending the shipping deadline by 3 or 5 additional business days. The buyer can accept or decline this request.
To request the shipping deadline extension:
- Press “Extend shipping deadline” or the ⓘ symbol in the top right corner in the conversation screen with the buyer
- Choose “Extend shipping deadline”
- Select an additional 3 or 5 business days
- Add the reason for this request (optional)
- Press “Request for extension”
You can send this request either before or after generating the shipping label for the order.
NoteIf the deadline can’t be extended, you may cancel the order yourself or wait for automatic cancellation. Note that if you cancel the order yourself, you can agree with the buyer to edit or delete negative feedback.
- If you won’t be able to send any items for a while, use vacation mode to hide your listings for up to 90 days. This will prevent buyers from starting new orders with you.
- If you decide to cancel the order, you can agree to sell the item to the buyer later. Press Re-upload item in the conversation screen to make it available for purchase.
- You can reserve the item to the buyer for up to 5 calendar days. This way, nobody else will be able to buy it.