The order has not arrived: what to do, in what order, and what not to do

Sooner or later it happens: an order that does not arrive within the stated time, a damaged parcel, or a product that does not match what was ordered. It is the moment you discover whether a purchasing channel is worth anything.

The instinctive reaction is to look for a telephone number and call someone. On a marketplace that is the move that works worst, and it is worth understanding why.

Communications passing through the platform are recorded. If the matter is not resolved between the parties, there is a record of what was said and when.

A telephone conversation leaves no record, and in the event of disagreement it comes down to two accounts. That is why the first rule is to use the platform channel even when it feels slower.

The first step is to check the order status rather than assume it. Confirmation and dispatch dates are recorded, and the perceived delay is often shorter than the real one.

The second is to contact the seller before raising a dispute. In most cases it is a mix-up the seller resolves, and opening with an accusation reduces the willingness of the person who has to put it right.

Prepare the information before writing: order number, what was expected, what happened, and a photograph if relevant. A message with these elements gets a faster reply than one describing the inconvenience.

For damaged goods the photograph should be taken before opening the packaging fully, because it documents the state in which it arrived. It is the step most often forgotten and the most useful.

On a non-conforming product, the useful distinction is between what does not match the description and what does not match your expectations. The first is a dispute, the second is feedback for the seller.

If the seller does not respond or the matter is unresolved, the platform steps in. This is where intermediated payment counts: the funds have not already left your reach irreversibly.

It is worth recalling what not to do. Do not close the matter outside the platform to speed things up, because outside there is no protection for either party.

And do not leave a negative review as a first step. A review is an account of how it went, and writing it before the matter has been addressed removes the seller's chance to put it right, which is what you wanted.

In summary: use the platform channel because it leaves a record, check the status before assuming a delay, contact the seller before disputing, photograph damage before fully opening the packaging, and leave the review after the matter has been addressed.