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Blocked to ship the parcel

Category: 🚛 Shipping & Delivery  |  Section: Blocked to ship the parcel  |  Contact reason: Blocked to ship the parcel

Summary — read this first

What this article covers: every reason a seller can be unable to ship a sold item — no printer, carrier no-show, drop-off point too far, QR code refused or label rejected. 5 use cases; each one states the exact conditions it applies to and the steps to follow.

Escalation team(s) SWAT / Transport
Ticket status On-hold → Solved
Key system paths C360 > Item info > Seller timeline
Macros —

Pick your use case:

  1. They have no printer — Check the carriers table > tab Drop Off/Home collection by carrier if label-less option is available for this specific carrier
  2. The carrier didn’t show up at the scheduled date & time — Invite the customer to schedule a new appointment or if possible directly
  3. Drop-off location is too far — If driving time between seller shipping address and nearest drop off point is >15min OR carrier is not available in the seller's ship from 🎯…
  4. If the seller couldn't ship with QR code — Continue in another article: 🚛 Shipping & Delivery › Shipping & delivery general questions › Seller wants to know if QR code is available to drop-off the item — step “If the seller couldn't ship with QR code”
  5. Shipping label not recognized or invalid — Process still to be confirmed internally

Seller is blocked to ship the parcel

Context: Seller reached out to CS because they can’t ship the parcel. It might be due to different reasons

First steps (all cases)

🎯 Process: please check why the seller can’t ship the parcel For DHL, please inform the client that it may take up to 1 hour once they downloaded their shipping label for the data to be available at DHL. Invite them to wait 1 hour before to go to DHL

1. They have no printer

🎯 Process: please check the carriers table > tab Drop Off/Home collection by carrier if label-less option is available for this specific carrier You can also check in C360 > Item info > Seller timeline

Sub-cases

✅ Label-less option is available

🎯 Process

  1. Please send the dedicated macro to the seller: Seller is blocked to ship the parcel no printer - label-less option available
  2. Solve the ticket
❌ Label-less option is NOT available

🎯 Process

  1. Please send the dedicated macro to the seller: Seller is blocked to ship the parcel no printer - label-less option unavailable
  2. Solve the ticket

2. The carrier didn’t show up at the scheduled date & time

🎯 Process

  1. Please invite the customer to schedule a new appointment or if possible directly go to a drop off point. You can use the following speech: "We sincerely apologize for the inconvenience caused. Please check your emails, as you may have received a message from the carrier informing you that the parcel was not collected. We kindly ask you to contact the carrier directly to arrange a new home collection, or alternatively, you can drop off the parcel at one of their designated drop-off locations. Thank you for your understanding.”
  2. Solve the ticket

Sub-cases

If the seller complains a 2nd time after contacting the carrier

🎯 Process

  1. Please escalate to Transport team mentioning that the seller is still blocked to ship the parcel as the carrier missed the home collection twice
  2. Set ticket status to On-hold
  3. Once ticket reopens, please come back to the seller with the answer from transport team
  4. Solve the ticket

3. Drop-off location is too far

If driving time between seller shipping address and nearest drop off point is >15min OR carrier is not available in the seller's ship from

🎯 Process

  1. Please inform the buyer we are transferring to a dedicated team for them to provide a shipping label
  2. Transfer the ticket to SWAT team for them to create a manual shipping label and send it to the buyer
  3. Submit the ticket as “Open”

4. If the seller couldn't ship with QR code

→ Continue in another article: 🚛 Shipping & Delivery › Shipping & delivery general questions › Seller wants to know if QR code is available to drop-off the item — step “If the seller couldn't ship with QR code”.

5. Shipping label not recognized or invalid

⚠ The Mayday source step is still a draft — the process has to be confirmed with the business owner before publishing. Draft note kept for reference:

🎯 Process: Not sure what process should be put in place her but to be discussed with Raph I think- from what I se th eteams are providing a replacement SL

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