Buyer protection: what works today

Check your order before confirming receipt

For shipped purchases, the current payout process requires receipt confirmation. Only choose It arrived as described after you have received and checked the item. Confirming receipt starts the payout process, subject to payment checks and seller payout readiness. It also makes missing-package reporting unavailable, even if payout has not started yet.

An eligible missing-package report puts seller payout on hold for support review. Filing a report does not automatically issue a refund.

When can I report a missing package?

All of these must be true:

• You are signed in as the buyer, and your account is not suspended or restricted.
• The purchase is shipped, not local pickup or a trade.
• Your order is Paid and marked Shipped. Orders marked Not shipped yet or Label bought are not eligible.
• You have not confirmed receipt, and seller payout has not started.

If you already reported this missing package, your order will show With support and payout stays on hold while it is reviewed.

Other support holds and orders marked Waiting for payment, Canceled, Refunded, or Partly refunded are not eligible for this reporting flow.

How to report it

1. Check any tracking, the delivery spot, and the shipping address. For an envelope, check when the seller marked it shipped; there may be no tracking to check.
2. Open your orders, select the purchase, and choose Report missing package when it is available.
3. Write 10–500 characters explaining what happened and what you checked; spaces at the beginning and end do not count. Choose Send report to support.

Do not confirm that the order arrived if it is missing. If the report button is absent, this reporting flow is not available for the order’s current state; it does not mean a refund has been approved or that another claim type is available.

What happens after a report?

Your order will show With support. Receipt confirmation is blocked and seller payout is on hold while support reviews the order and available shipping information. Support may resume the order or request a refund through the payment provider. Reporting does not approve a refund, and no support response time or refund completion time is promised.

Tracked shipping and stamped envelopes

Tracked shipping

Check the carrier’s tracking for updates. A tracking update or delivery scan is not your confirmation that the item arrived as described. The current missing-package flow still requires the order to be marked Shipped and the eligibility checks above to pass.

Stamped envelopes

Envelopes are an option for eligible raw singles with an item subtotal under $20. Stamped envelopes have no carrier tracking or delivery confirmation. They can use the same missing-package flow once marked Shipped, if all the other checks above pass. Include what you know about the shipping date and what you checked.

There is no approved separate envelope loss or delivery-timing policy described here. Envelope shipping does not come with a promised refund or an assumed delivery date.

Trades and local pickup are different

Trades are separate

Trades exchange items rather than create a purchase refund entitlement. Each participant in a shipped trade pays their own shipping and supplies tracking. This purchase missing-package flow does not cover shipped or local trades, and it does not promise reimbursement if a trade goes wrong.

Local pickup

Pickup purchases are paid through Foyl and require both buyer and seller to be ID verified. Inspect the item at the handoff before choosing I got the card, or give the seller your 6-digit code after inspecting it so the seller can enter it and choose Finish the pickup. Sharing the code alone does not move money. Either completed confirmation starts the payout process, subject to payment checks and seller payout readiness. Pickup purchases are not eligible for missing-package reporting.

Protections still to be decided

Wrong-item, counterfeit, damage, and condition claims are not supported by this missing-package flow. Do not use receipt confirmation to dismiss an unresolved problem, but do not assume a separate claim or guaranteed refund is available for it.

An inspection or claim window, carrier-based automatic release, seller non-shipment remedies, return requirements, return postage reimbursement, and broader refund rules remain unresolved. This page does not establish those policies or promise deadlines, insurance, or reimbursement.