Category: 🚛 Shipping & Delivery | Section: Shipping window extension | Contact reason: Shipping window extension
Summary — read this first
What this article covers: a seller who asks for more time to ship the item they sold, in a sponsored or a non-sponsored country. 2 use cases; each one states the exact conditions it applies to and the steps to follow.
| Escalation team(s) | No escalation |
| Ticket status | Solved |
| Key system paths | C360 > Item info > Shipping status > Sponsored | C360 > Item info > Shipping status > Order auto-cancellation |
| Macros | Shipping extension window refused |
Pick your use case:
- Seller shipped from a sponsored country — Inform the seller that it’s not possible to extend the shipping window
- Seller shipped from a NON-sponsored country — Ask the seller to share with us the tracking number
Search keywords: extend, macro_id:13997951849489, shipping window
Seller wants to extend shipping window
Context: Seller wants to extend the shipping window since they can’t ship on time
First steps (all cases)
🎯 Process
- Set contact reason to Shipping window extension
- Please check whether the seller is shipping from a sponsored country or not, in order to know if they were eligible for a prepaid shipping label. Go to C360 > Item info > Shipping status > Sponsored. You can also check the list
1. Seller shipped from a sponsored country
🎯 Process
- Please inform the seller that it’s not possible to extend the shipping window. You can send the macro: Shipping extension window refused
- Solve the ticket
Sub-cases
If the seller insists because the buyer accepts the delay
🎯 Process
- Please ask the seller to share a screenshot of the conversation with the buyer on the B/S chat
- Set ticket status to Pending
Seller provided a screenshot
🎯 Process
- Please extend the shipping window Go to C360 > Item info > Shipping status > Order auto-cancellation and turn off the auto-cancellation If the seller never ship the item, the order will be automatically canceled 21 days after the order was placed
- Please inform the seller that we exceptionally extended the shipping window,. Remind them to ship the item as soon as possible to avoid an order cancellation.
- Solve the ticket
Seller did not provide it
🎯 Process
- Please remind the seller that as per our T&Cs they have to ship within a 7 days delay, otherwise their order will be automatically cancelled. We can’t exceptionally extend the shipping window unless they send us the proof that the buyer accepts it
- Solve the ticket
2. Seller shipped from a NON-sponsored country
🎯 Process
- Please ask the seller to share with us the tracking number
- Leave an internal note in C360 with the tracking information
- Inform the seller that if the parcel is not received within 14 days, the sale will be cancelled and the item, will be relisted on their account. But if the item is not received at the VC warehouse or by the buyer, VC will not be able to deal with the carrier as the item as it was nos shipped with our prepaid shipping label.
- Solve the ticket