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Shipping & Delivery timeline not updated

Category: 🚛 Shipping & Delivery  |  Section: Shipping & Delivery timeline not updated  |  Contact reason: Shipping & Delivery timeline not updated / Where is my parcel?

Summary — read this first

What this article covers: a tracking or timeline that does not reflect reality — item shipped but tracking not activated, item declared delivered but not received at VC, order stuck at VC, and how to mark an item as delivered manually. 14 use cases across 4 guides; each one states the exact conditions it applies to and the steps to follow.

Escalation team(s) Logistics
Ticket status Solved
Key system paths C360 > Item > Shipping status > click on "DELIVERED" | C360 > Item info > Shipping status > Download shipping label | C360 > Item info > Shipping status > Sponsored
Macros Inform client delay at warehouse for QC / Authentication; Ongoing PL - cust chases; Seller used their own shipping label sale canceled no payment; Shipping & Delivery timeline not updated; Transfer from L1 to CS PL team

Pick your use case:

  1. Seller already shipped the item but timeline (tracking) is not activated — Item is "picked up" on carrier's website — Same handling as Item is NOT "picked up" on carrier's website
  2. Seller already shipped the item but timeline (tracking) is not activated — Tracking number matches the one in our system (when: The seller sent a proof of shipment) — Request to your supervisor to update the seller’s timeline and tracking with the “tracking tool”
  3. Seller already shipped the item but timeline (tracking) is not activated — Alternative tracking matching the one in C360 was found (when: Seller shipped from a sponsored country) — Same handling as NO alternative tracking matching the one in C360 was found
  4. Seller already shipped the item but timeline (tracking) is not activated — Authenticated Shipping (when: NO alternative tracking matching the one in C360 was found) — Inform the seller of the following
  5. Seller already shipped the item but timeline (tracking) is not activated — Direct Shipping (when: NO alternative tracking matching the one in C360 was found) — Check in the histo latest actions whether the order is cancelled or not
  6. Seller already shipped the item but timeline (tracking) is not activated — Seller shipped from a NON-sponsored country (when: Tracking number does NOT match the one in our system) — Thank the customer for letting us know
  7. Seller already shipped the item but timeline (tracking) is not activated — The seller did not send a proof of shipment (when: Item is NOT "picked up" on carrier's website) — Inform the customer that we will handle his case via email
  8. Seller item declared delivered but non-received at VC — ⏳ Item not delivered yet at VC — Inform the member that the item is on its way and ask him to wait
  9. Seller item declared delivered but non-received at VC — ⏳ Item delivered within 2 business days (when: ✔️ Item delivered at VC) — Send “Reception delay item” macro
  10. Seller item declared delivered but non-received at VC — ❌ Item delivered 2 business days ago + NOT Received (when: ✔️ Item delivered at VC) — Depends on the type of request
  11. Seller item declared delivered but non-received at VC — The carrier is BRT and the tracking shows delivered in MILAN — Check the carrier website and the date of delivery
  12. Buyer wants to know why their order is stuck at VC — ✔️ QC done & item ready to be shipped — Send "Approved item awaiting shipping" macro
  13. Buyer wants to know why their order is stuck at VC — ⏳ Waiting for QC/Authentication control — Check the different actions in the C360 (Histo tab) to see if the item has been received, authenticated, or quality controlled ⌚ Watches and 💎…
  14. How to mark an item as delivered — Once the delivery has been confirmed by the buyer/seller, mark the item as delivered

Search keywords: mark an item delivered, non-received item, order stuck, timeline not activated, tracking blocked

Seller already shipped the item but timeline (tracking) is not activated

Context: Seller contacts CS because they shipped the item, but the timeline (tracking) hasn't activated yet, and VC notifications warn of cancellation unless shipment occurs.

First steps (all cases)

🎯 Process

  1. Set contact reason to Shipping & Delivery timeline not updated
  2. Check if the item is shipped on carrier’s tracking website Go to C360 > Item info > Shipping status > Tracking (click on the link)` The parcel status has to be “picked-up” by the carrier If you need any help feel free to check the SOP

Common path — conditions and steps shared by several use cases

1 — Item is NOT "picked up" on carrier's website

🎯 Process: please ask for the proof of shipment from the seller You can send the macro: Parcel no scan ask seller for proof of deposit The proof of shipment could be a paper document with a stamp or a signature from the carrier, an sms, an email or a screenshot from the carrier’s app/website

1.1 — The seller sent a proof of shipment

🎯 Process: please check if the pick-up date by the carrier is visible and if the tracking number is the same as in our system Go to C360 > Item info > Shipping status > Download shipping label

🔍 Try to match any tracking number on the proof of shipment shared by the seller with the shipping label we have in C360 If the carrier in C360 is different the one visible on the seller’s proof of shipment: Please check the numbers on the proof of shipment and try to match them with the tracking number from C360. Example below between PostNord (seller proof of shipment) and Chronopost (C360): *For DHL, please always look for the JJD number on the proof of shipment and you should find it on the shipping label

1.1.1 — Tracking number does NOT match the one in our system

🎯 Process: check whether the seller shipped from a sponsored country or not to know if he was eligible for a prepaid shipping label. Go to C360 > Item info > Shipping status > Sponsored. You can also check the list

1.1.1.1 — Seller shipped from a sponsored country

🎯 Process: please check if there is any alternative tracking matching the one visible in the proof provided by the seller Go to C360 > Item info > download shipping label Examples:

  1. Tracking can be Chronopost in C360, and the seller provides proof from PostNord > The PostNord tracking is visible in the Shipping label.
  2. Tracking can be DHL in C360, and the seller provides proof from Bpost > the Bpost tracking is visible in the shipping label
  3. Tracking can be DHL in C360, and the seller provides proof from DHL but with another tracking > this other DHL tracking is visible in the shipping label

1.1.1.1.1 — NO alternative tracking matching the one in C360 was found

🎯 Process

  1. Please tell the seller we cannot mark the item as "shipped" because they did not use the shipping label from VC. Remind the seller they always have to use the provided shipping label by VC. Otherwise, we are not able to update the tracking. If the item is not received at the warehouse or by the buyer within 7 days, the sale will be auto-cancelled.
  2. Check the tracking number from the seller and note the tracking info internally
  3. Verify if the item is sent through authenticated or direct shipping

1. Item is "picked up" on carrier's website

→ Same handling as Item is NOT "picked up" on carrier's website.

2. Tracking number matches the one in our system

Applies when: Item is NOT "picked up" on carrier's website → The seller sent a proof of shipment.

🎯 Process

  1. Request to your supervisor to update the seller’s timeline and tracking with the “tracking tool” You can follow the procedure below:
  2. Once the tracking has been updated by the supervisors, inform the seller that we updated the information in our system and the sale won’t be canceled
  3. Solve the ticket Be careful, if the tracking number provided with the proof of shipment is different than the one in C360, the seller might have used his own shipping label. In this case, please refer to the process below.

3. Alternative tracking matching the one in C360 was found

Applies when: Item is NOT "picked up" on carrier's website → The seller sent a proof of shipment → Tracking number does NOT match the one in our system → Seller shipped from a sponsored country.

→ Same handling as NO alternative tracking matching the one in C360 was found.

4. Authenticated Shipping

Applies when: Item is NOT "picked up" on carrier's website → The seller sent a proof of shipment → Tracking number does NOT match the one in our system → Seller shipped from a sponsored country → NO alternative tracking matching the one in C360 was found.

🎯 Process: Please inform the seller of the following:

  1. If we receive the item under 7 days and the sale is not canceled, item will go through authentication process and if authentic it will be shipped to the buyer
  2. If we receive after 7 days and the sale is canceled, we will relist the item under the seller’s account
  3. Solve the ticket

5. Direct Shipping

Applies when: Item is NOT "picked up" on carrier's website → The seller sent a proof of shipment → Tracking number does NOT match the one in our system → Seller shipped from a sponsored country → NO alternative tracking matching the one in C360 was found.

🎯 Process: Check in the histo latest actions whether the order is cancelled or not. Go to C360 > Histo > Action

Sub-cases

The order is cancelled

🎯 Process: ask the buyer whether he confirms the delivery of the item or not

Order is cancelled but buyer confirms the delivery

Process: Go to "order canceled but received” process:

Order is cancelled and buyer does not confirm the delivery

🎯 Process

  1. Tell the seller their proof is insufficient to confirm shipment because the buyer hasn't confirmed delivery. Inform them payment is not possible, and we've repeatedly asked the buyer to verify receipt. Use macro: Seller used their own shipping label sale canceled no payment
  2. Solve the ticket
The order is not cancelled

🎯 Process

  1. Inform the seller the order will be automatically cancelled after 7 days
  2. Solve the ticket
If buyer informs us the item was delivered

🎯 Process

  1. Please update the tracking to mark the item as delivered Go to C360 > Item info > Shipping status > click on “Delivered” button
  2. This action will update both seller and buyer timelines, and will trigger the payment
  3. Inform the seller he will receive the payment within 5 working days
  4. Solve the ticket
If the order gets cancelled

→ Continue in another article: 💰 Payment & Refund › Payment issue at Checkout › Item sold but order is not confirmed yet or cancelled — step “If the order is cancelled”.

6. Seller shipped from a NON-sponsored country

Applies when: Item is NOT "picked up" on carrier's website → The seller sent a proof of shipment → Tracking number does NOT match the one in our system.

🎯 Process

  1. Please thank the customer for letting us know
  2. Leave an internal note in C360 with the tracking information
  3. Inform the seller that if the parcel is not received within 14 days, the sale will be cancelled and VC will relist the item in their account
  4. Solve the ticket

7. The seller did not send a proof of shipment

Applies when: Item is NOT "picked up" on carrier's website.

🎯 Process

  1. Inform the customer that we will handle his case via email. You can use the macro: Transfer from L1 to CS PL team
  2. Please create a PL ticket Go to C360 > Item info > Postal litigation
  3. Check the item value and assign to the dedicated team depending on the price sold in C360:
  4. <1000€ = CS postal litigation team
  5. 1000€ - 2000€ = SWAT team
  6. >2000€ = L3 team

Seller item declared delivered but non-received at VC

Context: Seller contacts CS regarding the status of her/ his shipment in send in

First steps (all cases)

🎯 Process: Check the status of the item and the tracking number in carriers’ website​

Common path — conditions and steps shared by several use cases

1 — ✔️ Item delivered at VC

🎯 Process

  1. check if the item shown “DELIVERED” but not yet “RECEIVED” For Send-in: make sure that the delivery happened in one of our warehouses location (TCG, Brooklyn, Crawley, HK)
  2. check the date of the “DELIVERED” status

8. ⏳ Item not delivered yet at VC

🎯 Process: inform the member that the item is on its way and ask him to wait

9. ⏳ Item delivered within 2 business days

Applies when: ✔️ Item delivered at VC.

🎯 Process: Send “Reception delay item” macro

10. ❌ Item delivered 2 business days ago + NOT Received

Applies when: ✔️ Item delivered at VC.

🎯 Process: It depends on the type of request

Sub-cases

✔️ Sponsored country ​

🎯 Process

  1. Inform the client that we are escalating the request to the dedicated team and we will come back to him
  2. Escalate to Logistic team via a Child Ticket, including the delivery date of the item to the warehouse, and ask them to check where the item​ is
✔️ Item found

🎯 Process

  1. Reassure Seller & inform him that the item will be checked and follow the standard process
  2. Solve the ticket
❌ Item not found

🎯 Process: Check if there is already a PL ongoing: Go to C360 > Item info > Postal Litigation

✅ There is already a claim

🎯 Process

  1. Please explain to the customer that they already have an investigation opened with us. You can send the following macro: Ongoing PL - cust chases
  2. Solve the Messaging ticket DO NOT MERGE THE TICKET
❌ There is no claim

🎯 Process

  1. Inform the customer that we will handle his case via email. You can send the macro: Transfer from L1 to CS PL team
  2. Please create a PL ticket via C360 > item > postal litigation
  3. Check the item value and assign to the dedicated team depending on the item value:
  4. <1000€ = CS postal litigation team
  5. 1000€ - 2000€ = SWAT team
  6. >2000€ = L3 team
❌ Not sponsored country ​

🎯 Process

  1. Escalate to Logistic via a Child Ticket, including the delivery date of the item to the warehouse, and ask them to check if they received the item
✔️ Item found

→ Same handling as “✔️ Item found” (sub-case of use case 10).

❌ Item not found

🎯 Process

  1. Inform the seller that we did not receive the item in the warehouse, and invite them to check with the carrier directly

11. The carrier is BRT and the tracking shows delivered in MILAN

📖 Context: Sometimes BRT trackings show that the item has been delivered in Milan and seller contact us because their timeline is not updated. Also the item has not been received in the warehouse yet. Note that BRT delivers items in Milan, and from there it can take up to 48 working hours until it’s delivered in our warehouse.

🎯 Process: Check the carrier website and the date of delivery

Sub-cases

Less than 48h since BRT delivered in Milan

🎯 Process: Reassure the seller that the item will soon be delivered and received in our warehouse. Their timeline will be updated accordingly. Indeed, the delivered event stopped in Milan, and it takes an additional 48h for the parcel to be delivered in our hub.

More than 48h since BRT delivered in Milan

🎯 Process: Escalate to LOG to ask if they have received the item. Provide them with a screenshot showing the item has been delivered in Milan more than 48 working hours ago.

Buyer wants to know why their order is stuck at VC

Context: Buyer wants to know why their order is stuck at VC and when it will be processed by QC/Authentication

First steps (all cases)

🎯 Process

  1. Set contact reason to Where is my parcel?
  2. Check the item status https: //vestiairecollective.mayday.fr/desk/contents/620edad35877ec91a9e0e100

12. ✔️ QC done & item ready to be shipped

🎯 Process: Send "Approved item awaiting shipping" macro

13. ⏳ Waiting for QC/Authentication control

🎯 Process

  1. Check the different actions in the C360 (Histo tab) to see if the item has been received, authenticated, or quality controlled ⌚ Watches and

💎 Gemmology items received in UK warehouse between Thursday to Tuesday will be authenticated on Wednesdays. After the control, the item should be shipped by Friday at the latest. Check in C360 the date logs and inform the customer the expected date. In case of any anomalies or delays, raise the ticket to the UK Log team.

Sub-cases

Item NOT stuck for more than 2 days with the same team

🎯 Process: Send “ item received, awaiting quality control follow-up " macro

Item stuck for more than 2 days with the same team

🎯 Process: escalate to the relevant team:

  1. QC
  2. Authentication
  3. Logistics (if stuck at "item received')
There is a high backlog

🎯 Process

  1. Please inform the buyer there is a high backlog and our experts are experiencing some delays. You can send the following macro: Inform client delay at warehouse for QC / Authentication
  2. Solve the ticket
❌ Item is lost

The warehouse will refund the buyer and pay the seller. CRM emails will be triggered to the buyer and the seller.

🎯 Process: please inform the buyer that he will be refunded by sending the macro “buyer refund item lost at VC”

How to mark an item as delivered

Context: • Buyer tells us they picked-up/received their order but the "DELIVERED" event is not visible in the HISTO • Seller complains that they did not receive the payment > The tracking shows the item is delivered > there is no DELIVERY event in the timeline after 24h from the tracking delivery date • Buyer complains that they did not receive the refund > The tracking shows the item is delivered back to the seller >…

Use case 14 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

  1. Once the delivery has been confirmed by the buyer/seller, mark the item as delivered Go to C360 > Item > Shipping status > click on "DELIVERED"
  2. This button marks "send-direct", "send-out" and “return“ shipping status as delivered For "send-out" and "return," the payout or refund processes immediately and appears in the customer’s bank account within 5 business days (24h with PayPal). For "send-direct," the seller’s payout triggers after 72 hours. For the cases where the carrier tracking shows the item as delivered but there is no DELIVERY event in the timeline after 24h from the tracking delivery date, create a child ticket for the Transport team so that they can alert the carrier of the potential bug.
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