Category: 🚛 Shipping & Delivery  |  Section: Where is my parcel?  |  Contact reason: Where is my parcel?

Summary — read this first

What this article covers: a parcel that does not arrive — how to check where it is, pick-up point and collection code issues, failed delivery (NPAI) on the buyer side and on the seller side, direct-shipping returns and send-in issues. 39 use cases across 11 guides, grouped in 5 sections; each one states the exact conditions it applies to and the steps to follow.

Pick your use case:

1. Checking where the parcel is

1. Item status check — Check item shipping status
2. Landmark tracking — COPY/PASTE the tracking visible in the Landmark website on the bottom right ( DO NOT CLICK ON IT)
3. Buyer tracking issues or wants more info on the delivery status — Tracking is blocked for more than two days OR already delivered (when: Item in delivery, last update > 2 business days ago) — Check if there is already a claim ongoing
4. Buyer tracking issues or wants more info on the delivery status — Carrier order tracking blocked at customs clearance (when: Item in delivery, last update > 2 business days ago) — Continue in another article: 🚛 Shipping & Delivery › Customs › Customs general questions — step “Item blocked at customs clearance”
5. Buyer tracking issues or wants more info on the delivery status — Item in delivery, last update < 2 business days ago (when: Item currently handled by the carrier) — Send macro: Item shipped and on track
6. Buyer tracking issues or wants more info on the delivery status — Item marked delivered but not received by the buyer (when: Item currently handled by the carrier) — Change the SSM to BA108
7. Buyer tracking issues or wants more info on the delivery status — Item at a pick-up point (when: Item currently handled by the carrier) — Check the pick-up point address/information on the carrier link
8. Buyer tracking issues or wants more info on the delivery status — Item is on its way back to the seller or to the warehouse - NPAI (when: Item could not be delivered to buyer / failed delivery) — Same handling as Item is already shipped by the seller or by VC warehouse
9. Buyer tracking issues or wants more info on the delivery status — Carrier will re-attempt delivery (when: Item could not be delivered to buyer / failed delivery) — Send macro “Delivery attempt failed”
10. Buyer tracking issues or wants more info on the delivery status — Item is at a pick-up point after the failed delivery (when: Item could not be delivered to buyer / failed delivery) — Send macro “Awaiting order at a parcel drop off point”
11. Buyer tracking issues or wants more info on the delivery status — No updates for two days and no mention of next steps on the tracking (when: Item could not be delivered to buyer / failed delivery) — Same handling as 3. Tracking is blocked for more than two days OR already delivered
12. Buyer tracking issues or wants more info on the delivery status — Item currently handled by VC warehouse (when: Item is already shipped by the seller or by VC warehouse) — PROCESS FOR SSM to BO102
13. Buyer tracking issues or wants more info on the delivery status — Order placed < 7 days ago — item is NOT yet shipped by the seller (when: Item is NOT yet shipped by the seller) — Send "item not shipped yet" macro
14. Buyer tracking issues or wants more info on the delivery status — Order placed > 7 days ago — item is NOT yet shipped by the seller (when: Item is NOT yet shipped by the seller) — Check if the seller was granted an extension of shipping leadtime
15. Buyer tracking issues or wants more info on the delivery status — The order is cancelled (when: Item is NOT yet shipped by the seller) — Who canceled the order?

2. Pick-up point issues

16. Buyer didn't receive the collection code (pickup delivery) — If the buyer still doesn't have the code — Inform the customer that we will handle his case via email
17. Buyer pick-up shop is not available — If the carrier cannot find another pick-up point — Check whether the buyer chose direct or authenticated shipping

3. Failed delivery to the buyer (NPAI)

18. Buyer order failed delivery (NPAI) — Authenticated Shipping — Home delivery (when: Item received back at the warehouse) — Ask the buyer to update their address in their account
19. Buyer order failed delivery (NPAI) — Authenticated Shipping — Delivery at the same pick up point (when: Delivery to a pick-up point) — Please
20. Buyer order failed delivery (NPAI) — Authenticated Shipping — Change pick up point to home delivery (when: Delivery to a pick-up point) — Please
21. Buyer order failed delivery (NPAI) — Authenticated Shipping — Change to another pick up point (when: Delivery to a pick-up point) — Inform the customer that unfortunately this is not possible and that we can only do a home delivery instead
22. Buyer order failed delivery (NPAI) — Authenticated Shipping — If the buyer has updated the address more than 48h ago (when: Item received back at the warehouse) — If nothing happened, please escalate to Log team so they can check and send the item to the correct adress
23. Buyer order failed delivery (NPAI) — Authenticated Shipping — Item NOT received back at the warehouse — Inform the buyer his item is returning to our warehouse but hasn't arrived yet
24. Buyer order failed delivery (NPAI) — Direct Shipping — If the item is not marked as delivered but the seller confirmed they received it — Reach out to your team lead to update the event in the tracking tool to mark the item as ‘ Return delivered ’ in the tracking tool
25. Buyer order failed delivery (NPAI) — Direct Shipping — If the item is marked as delivered (returned) but the seller contests the reception — Same handling as 24. If the item is not marked as delivered but the seller confirmed they received it
26. Buyer order failed delivery (NPAI) — Direct Shipping — If the item is delivered to the hub instead of the seller — This use case only occurs in the US with UPS: VC US LOG team would first check payment status for both buyer and seller, if neither had been paid…
27. Buyer order failed delivery (NPAI) — Direct Shipping — Tracking is not updated since > 2 business days ago — Continue in this article: Buyer tracking issues or wants more info on the delivery status — Item in delivery, last update > 2 business days ago

4. Failed delivery to the seller (NPAI) and direct-shipping returns

28. Seller failed delivery (NPAI) — Authenticated Shipping — Item received back at the warehouse — Inform the seller the delivery attempt of his item failed and item has been returned to our warehouse
29. Seller failed delivery (NPAI) — Authenticated Shipping — Item NOT received back at the warehouse — Explain to the seller his item is being returned to our warehouse but we have not received it yet
30. Seller failed delivery (NPAI) — Direct Shipping — Item is still not delivered (when: Item is not delivered) — Create another child ticket to PLBO team in order for them to ask the carrier to return the item to the closest warehouse from the seller address
31. Seller failed delivery (NPAI) — Direct Shipping — If seller confirms he received the item — Give thanks to the seller for letting us know
32. Seller failed delivery (NPAI) — Direct Shipping — If buyer informs us he received the item — Confirm to the seller the item has finally been delivered to the buyer
33. L1 - DS return - Seller NPAI - Item returned to the buyer — The item material is NOT in the list of prohibited items in our FAQ - Catalog rules — Inform the buyer their request will be transferred to the dedicated team
34. L1 - DS return - Seller NPAI - Item returned to the buyer — The countries are Australia to Australia or Singapore to Singapore (when: The item material is in the list of prohibited items in our FAQ - Catalog…) — To return the item to HK warehouse, the return will be cross-border and there will be customs issues due the prohibited material 🎯 Process
35. L1 - DS return - Seller NPAI - Item returned to the buyer — The countries are NOT Australia to Australia or Singapore to Singapore (when: The item material is in the list of prohibited items in our FAQ - Catalog…) — Same handling as “No” (sub-case of use case 30)
36. L1 - DS return - Seller NPAI - Item returned to the hub — ✅ Item is authentic — Check whether the seller has been paid or not
37. L1 - DS return - Seller NPAI - Item returned to the hub — ❌ Item is counterfeit — Inform the seller that our experts checked the item and unfortunately it has been declared counterfeit
38. Item marked as delivered in the tracking but returned to the seller — Reach out to your team lead to update the event in the tracking tool to mark the item as ‘ Return delivered ’ in the tracking tool

5. Send-in issues

39. Seller carrier send-in issues​ — We cannot change the carrier

Search keywords: Send-in issues, delivery to vc, delivery to wc, macro_id:360012056038, collection point, pick-up, pickup point, delivery status, tracking issue, item status, n, np, npa, npai status, n, np, npa, npai status, npia, no pin, no qr code, pin, qr code

1. Checking where the parcel is

Item status check

Use case 1 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Please check item shipping status Go to C360 > Histo and check the latest “ Action ” on the item —> This determines the last event that happened to this item
2. If you need more shipping information Go to C360 > Item info > Shipping status click on the blue tracking button —> It will open up the carrier’s website where you will be able to check the status of shipment: If you see “ Shipment picked up '“ (below) it confirms that the tracking has been activated > the item has been shipped by the seller When checking a send-in, check in the carrier page that the delivery happened at our one of our warehouses (TCG, Crawley, HK, Brooklyn)

Landmark tracking

Context: Certain Landmark trackings can be misleading and the agents may not understand where the parcel is physically (example with the parcel below between France & Belgium).

Use case 2 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Please COPY/PASTE the tracking visible in the Landmark website on the bottom right ( DO NOT CLICK ON IT)
2. Open the USPS website on a new tab: https://tools.usps.com/go/TrackConfirmAction_input
3. PASTE the tracking: usually there is updated information on the parcel location:
4. Inform the client with the right info from the tracking
5. Solve the ticket

Buyer tracking issues or wants more info on the delivery status

Context: Buyer contacts CS wanting to know where their order is and the delivery status

First steps (all cases)

🎯 Process

1. Set contact reason to Where is my parcel?
2. Check order status in C360

Common path — conditions and steps shared by several use cases

1 — Item is already shipped by the seller or by VC warehouse

🎯 Process: check order status in more detail

1.1 — Item currently handled by the carrier

🎯 Process: check the item status on the carrier page

1.1.1 — Item in delivery, last update > 2 business days ago

🎯 Process

1. It depends on what the carrier tracking shows — check the two cases below.

1.1.2 — Item could not be delivered to buyer / failed delivery

🎯 Process: check order status

2 — Item is NOT yet shipped by the seller

🎯 Process: check the order status and when it was placed

3. Tracking is blocked for more than two days OR already delivered

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier → Item in delivery, last update > 2 business days ago.

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

Sub-cases

4. Carrier order tracking blocked at customs clearance

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier → Item in delivery, last update > 2 business days ago.

→ Continue in another article: 🚛 Shipping & Delivery › Customs › Customs general questions — step “Item blocked at customs clearance”.

5. Item in delivery, last update < 2 business days ago

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier.

🎯 Process

1. Send macro: Item shipped and on track
2. Solve the ticket

6. Item marked delivered but not received by the buyer

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier.

🎯 Process

1. Change the SSM to BA108
2. Go to SOP

7. Item at a pick-up point

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier.

🎯 Process

1. Check the pick-up point address/information on the carrier link
2. Send macro: Awaiting order at a parcel drop off point to buyer
3. Solve ticket

→ Continue in this article: Buyer didn't receive the collection code (pickup delivery).

8. Item is on its way back to the seller or to the warehouse - NPAI

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier → Item could not be delivered to buyer / failed delivery.

→ Same handling as Item is already shipped by the seller or by VC warehouse.

9. Carrier will re-attempt delivery

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier → Item could not be delivered to buyer / failed delivery.

🎯 Process

1. Send macro “Delivery attempt failed”
2. Solve the ticket

10. Item is at a pick-up point after the failed delivery

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier → Item could not be delivered to buyer / failed delivery.

🎯 Process

1. Send macro “Awaiting order at a parcel drop off point”
2. Give buyer the address of the pick-up point that appears in the carrier tracking

11. No updates for two days and no mention of next steps on the tracking

Applies when: Item is already shipped by the seller or by VC warehouse → Item currently handled by the carrier → Item could not be delivered to buyer / failed delivery.

→ Same handling as 3. Tracking is blocked for more than two days OR already delivered.

12. Item currently handled by VC warehouse

Applies when: Item is already shipped by the seller or by VC warehouse.

PROCESS FOR SSM to BO102 If more than two days at the same department, escalate to the department to ask for an update. If less than two days - send macro BO102

13. Order placed < 7 days ago — item is NOT yet shipped by the seller

Applies when: Item is NOT yet shipped by the seller.

🎯 Process

1. Send "item not shipped yet" macro
2. Solve the ticket

14. Order placed > 7 days ago — item is NOT yet shipped by the seller

Applies when: Item is NOT yet shipped by the seller.

🎯 Process: Check if the seller was granted an extension of shipping leadtime:

1. Check in Zendesk if other tickets were opened for this ID product and if one of them was from the seller requesting lead time extension (if yes, check if it was granted)
2. Check in BO if the box is ticked

Sub-cases

15. The order is cancelled

Applies when: Item is NOT yet shipped by the seller.

🎯 Process: Who canceled the order?

Sub-cases

2. Pick-up point issues

Buyer didn't receive the collection code (pickup delivery)

Context: Buyer with an ongoing order contacts us because they did not receive the collection code from the carrier. This can be due to the emails being in their spams if they have an apple id email address.

First steps (all cases)

🎯 Process

1. Set the contact reason to Where is my parcel?
2. Check the buyer’s email address in C360 > Buyer > Contact info > Email address
3. Invite the customer to checks spams in their email address (confirm the address with them) If the email address is: xyz.privaterelay.appleid.com, please ask the client to check their i-cloud email linked to their apple id address. If the email is still not found, inform the client that due to their hidden email address, the carrier's email was blocked. They can unhide their email address in the Apple settings for future orders.
4. Please go to check on the carrier’s tracking page to check if the collection code can be retrieved and shared with the buyer For instance, if the carrier is Yodel, please go to yodel tracking page, there's a self service link to regenerate the collection code: You may also invite the buyer to download the carrier’s app because sometimes the code can be retrieved directly there.
5. If the code is found, please solve the ticket

16. If the buyer still doesn't have the code

🎯 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 price sold in C360 and assign the ticket to the dedicated team:
4. <1000€ = CS postal litigation team
5. 1000€ - 2000€ = SWAT team
6. >2000€ = L3 team

Buyer pick-up shop is not available

Context: Buyer with an ongoing order contacts us because a pick-up shop is not available. This can be due to a technical issue or because the pick-up shop is full and cannot receive items anymore

First steps (all cases)

🎯 Process

1. Set the contact reason to Where is my parcel?
2. nform the buyer the carrier automatically calculates pick-up shop availability. Assure the customer that if the initial pick-up shop isn't available, the item will go to the next nearest one. If no alternative pick-up point is found, the item returns to VC or the seller. Tell the buyer he will receive multiple messages from the carrier; ask him to check his emails, including spam, and sms.
3. Solve the ticket

17. If the carrier cannot find another pick-up point

🎯 Process: Check whether the buyer chose direct or authenticated shipping

Sub-cases

3. Failed delivery to the buyer (NPAI)

Buyer order failed delivery (NPAI)

Context: Buyer contacts CS saying that his order couldn’t be delivered and he wants to arrange a reshipment NPAI: refers to a failed delivery of a parcel, which is then returned to the shipper.

First steps (all cases)

🎯 Process

1. Set contact reason to Where is my parcel?
2. Then, it depends on the shipping method

Authenticated Shipping

Applies to all “Authenticated Shipping” cases:

🎯 Process

1. Check if the item was received at warehouse following a failed delivery
2. Go to C360 > Item > Histo > Action and check if there is the action “LOG - Item received - Failed Delivery”

Common path — conditions and steps shared by several use cases

1 — Item received back at the warehouse

🎯 Process: it depends on the initial type of delivery of the order

1.1 — Delivery to a pick-up point

🎯 Process: it depends on the request

18. Home delivery

Applies when: Item received back at the warehouse.

🎯 Process

1. Ask the buyer to update their address in their account. This update will trigger the reshipment of their item. Even if the address is correct, please ask the buyer to modify any character of the address to make an update. You can send the following macro: NPAI received, home address confirm / change
2. Solve the ticket If the buyer says that he has changed the address >48h ago and nothing happened, please escalate to Logistics so they can check. Do not do trigger a buyer send-out request Please note that the shipping country cannot be changed at this point. If customer insists to change the country, please explain that the only option is to relist the item on their account. If buyer agrees, please relist the item on their account. Make sure the address is not PO box as we don’t deliver them

Sub-cases

19. Delivery at the same pick up point

Applies when: Item received back at the warehouse → Delivery to a pick-up point.

🎯 Process

1. Please go to C360 > order > delivery address (pick up) and make a screenshot of the current address
2. Escalate to LOG asking them to ship-out the order to the SAME pick up point and please attach the screenshot of the current pick up point address
3. Confirm to the buyer his item will be shipped to the new address within 24h
4. Solve the ticket

20. Change pick up point to home delivery

Applies when: Item received back at the warehouse → Delivery to a pick-up point.

🎯 Process

1. Please go to C360 > order > delivery address (pick up) > remove
2. Escalate to LOG asking them to ship-out the order to the HOME delivery address of the buyer
3. Confirm to the buyer his item will be shipped to the new address within 24h
4. Solve the ticket

21. Change to another pick up point

Applies when: Item received back at the warehouse → Delivery to a pick-up point.

🎯 Process

1. Inform the customer that unfortunately this is not possible and that we can only do a home delivery instead
2. Solve the ticket If the customer agrees to change to home delivery:
3. Go to C360 > order > delivery address (pick up) > remove
4. Create a child ticket to LOG asking to ship-out the order to the new HOME delivery method
5. Inform the customer

22. If the buyer has updated the address more than 48h ago

Applies when: Item received back at the warehouse.

🎯 Process

1. If nothing happened, please escalate to Log team so they can check and send the item to the correct adress
2. Set the ticket status to “on-hold”
3. Once log team answered, please inform the seller his item will be shipped back to him within the next 48h
4. Solve the ticket

23. Item NOT received back at the warehouse

🎯 Process

1. Inform the buyer his item is returning to our warehouse but hasn't arrived yet. Request their patience until delivery before to modify their address. Send the macro NPAI not received at the warehouse yet Please don’t make picking request
2. Solve the ticket

Direct Shipping

Applies to all “Direct Shipping” cases:

🎯 Process

1. Inform the buyer his item will be sent back to the seller. You can send the following macro: Buyer NPAI failed delivery, item sent back to the seller
2. Solve the ticket Do not refund the buyer manually, the refund is automatically processed once the item is delivered back at the seller If after 2 delivery attempts to the seller + 2 delivery attempts to the buyer the item is still not delivered, please escalate to the carrier manager.

24. If the item is not marked as delivered but the seller confirmed they received it

🎯 Process

1. Please reach out to your team lead to update the event in the tracking tool to mark the item as ‘ Return delivered ’ in the tracking tool
2. Inform the buyer their refund will be processed automatically and they will receive it within 5 business days (24h if Paypal)
3. Solve the ticket

25. If the item is marked as delivered (returned) but the seller contests the reception

→ Same handling as 24. If the item is not marked as delivered but the seller confirmed they received it.

26. If the item is delivered to the hub instead of the seller

This use case only occurs in the US with UPS: VC US LOG team would first check payment status for both buyer and seller, if neither had been paid they will correct the buyer’s delivery address proactively, and ship it the item In this case, the tracking tool can’t be updated as the item is already marked as delivered to the hub If the item is marked as delivered in Brooklyn and received by ‘Berk’, it means that the item is at the VC hub

🎯 Process

1. Please check if the LOG team contacted CS to update the buyer’s delivery address
2. If yes, please reach out to the buyer to confirm the address with them and inform the buyer that their item will be delivered once again
3. If not, please inform directly the buyer that their item will be delivered once again
4. Solve the ticket
5. If the buyer has been refunded for any reason, please make a picking to relist the item on seller’s account
6. If the seller has been paid for any reason. If the delivery is not possible, please make a relist request the item on buyer’s account
7. If both the seller was paid and the buyer refunded, please make a vdc+ relist request to the warehouse

27. Tracking is not updated since > 2 business days ago

→ Continue in this article: Buyer tracking issues or wants more info on the delivery status — Item in delivery, last update > 2 business days ago.

4. Failed delivery to the seller (NPAI) and direct-shipping returns

Seller failed delivery (NPAI)

Context: Seller contacts CS following a return saying that their item couldn’t be delivered. They may want to arrange a reshipment NPAI: refers to a failed delivery of a parcel, which is then returned to the shipper In this use case, the warehouse returned an item to the seller (e,g,. QC KO) but the item couldn’t be delivered to the seller

First steps (all cases)

🎯 Process

1. Set contact reason to Where is my parcel?
2. Check what is the shipping method Go to C360 > Item info > Shipping status > Shipping method

Authenticated Shipping

Applies to all “Authenticated Shipping” cases:

🎯 Process: Check if item was received at warehouse following a “failed delivery” Go to C360 > Item > Histo > Action “ Log - Item received - Failed delivery”

28. Item received back at the warehouse

🎯 Process

1. Inform the seller the delivery attempt of his item failed and item has been returned to our warehouse. Please, invite him to update is shipping from address in his account. You can send the macro: Seller NPAI received, shipping from address confirm / change
2. Solve the ticket Please note that the shipping country cannot be changed at this point. If customer insists to change the country, please explain that the only option is to relist the item on their account (only if item is authentic & compliant). If seller agrees, please relist the item on their account Please don’t do a seller return as the return will be triggered automatically when the seller updates his address

Sub-cases

29. Item NOT received back at the warehouse

🎯 Process

1. Explain to the seller his item is being returned to our warehouse but we have not received it yet. Please, ask the seller to wait until his item is received at warehouse before to update their address. You can send the following macro: NPAI not received at the warehouse yet
2. Solve the ticket Please don’t make a picking request at the hub

Direct Shipping

Applies to all “Direct Shipping” cases:

🎯 Process: please check if the item has been delivered or not Go to C360 > Shipping status > Tracking

Common path — conditions and steps shared by several use cases

1 — Item is not delivered

🎯 Process

1. Ask the seller to give us his correct address and check the current address in C360 > Seller > Shipping from address Front Office
2. If addresses are different, please ask the seller to update the shipping from address in C360 with the correct address
3. Add an internal note in the ticket to keep a record
4. Create a child ticket to PLBO team to provide them with the correct address. Please, also ask them to inform the carrier about the new seller address to deliver the item
5. Set ticket status to on-hold
6. Once PLBO team answered, please confirm to the seller his item should be delivered the following days
7. After 48h, check if the item has been delivered or not Go to C360 > Shipping status > Tracking

30. Item is still not delivered

Applies when: Item is not delivered.

🎯 Process

1. Create another child ticket to PLBO team in order for them to ask the carrier to return the item to the closest warehouse from the seller address
2. Set ticket status to on-hold
3. Once PLBO team answered
4. After 48h, check whether the item has been delivered at the warehouse or not Go to C360 > Shipping status > Tracking

Sub-cases

31. If seller confirms he received the item

🎯 Process

1. Give thanks to the seller for letting us know
2. Solve the ticket Buyer refund will be triggered upon seller delivery

32. If buyer informs us he received the item

🎯 Process

1. Confirm to the seller the item has finally been delivered to the buyer
2. Solve the ticket Seller should receive the payment 72h after the delivery if the buyer do not raise an issue

→ Same handling as 32. If buyer informs us he received the item.

L1 - DS return - Seller NPAI - Item returned to the buyer

Context: The buyer contacted us after returning the item for a conformity issue, but it was not delivered to the seller, and the buyer got the item back

First steps (all cases)

🎯 Process

1. Set contact reason to Where is my parcel?
2. Check the item material on C360 > Item info > Item details > Material
3. Check if the item material is in the list of prohibited items in our FAQ - Catalog rules

33. The item material is NOT in the list of prohibited items in our FAQ - Catalog rules

🎯 Process

1. Please inform the buyer their request will be transferred to the dedicated team
2. Transfer the ticket to SWAT team for them to create a manual shipping label
3. Leave the ticket status as Open

34. The countries are Australia to Australia or Singapore to Singapore

Applies when: The item material is in the list of prohibited items in our FAQ - Catalog rules.

To return the item to HK warehouse, the return will be cross-border and there will be customs issues due the prohibited material

🎯 Process

1. Please inform the buyer to keep the item and their request will be transferred to the dedicated team
2. Transfer the ticket to L3 team
3. Leave the ticket status as “Open”

35. The countries are NOT Australia to Australia or Singapore to Singapore

Applies when: The item material is in the list of prohibited items in our FAQ - Catalog rules.

→ Same handling as “No” (sub-case of use case 30).

L1 - DS return - Seller NPAI - Item returned to the hub

Context: seller contact CS because they did not receive the item back. The item has been returned to the buyer and the buyer shipped it back to the hub. The item is delivered and the buyer has been refunded. Authentication team is now checking the item at the hub

First steps (all cases)

🎯 Process

1. Set contact reason to Where is my parcel?
2. Please check whether the item is authentic or not Go to C360 > Item info > Compliance > Counterfeit and check if ‘Yes’ or ‘No’ You can also look at:
3. The Auth & QC report Go to C360 > Item info > Compliance > View seller Auth & QC report
4. The action ‘ AUTH - Authentic item ’ or ‘ AUTH - Counterfeit item ’ in the Histon Go to C360 > Histo If the item has not been checked yet, please set ticket status to ‘On-hold’ and check another time when the ticket reopens

36. ✅ Item is authentic

🎯 Process: please check whether the seller has been paid or not Go to C360 > Item info > Seller payment > Payment completion date and check if there is a date (Payout status must be completed)

Sub-cases

37. ❌ Item is counterfeit

🎯 Process

1. Please inform the seller that our experts checked the item and unfortunately it has been declared counterfeit. The item will be stored 6 months at our warehouse (1 year if B2C) and they can request a return upon the payment of shipping fees
2. Solve the ticket

Sub-cases

Item marked as delivered in the tracking but returned to the seller

Context: The buyer reported not receiving the item despite the tracking showing it as delivered. Due to a tracking error, the item was mistakenly marked as delivered to the seller. • To prevent the seller payout to be triggered after 72h (or 14 days if B2C), we need to update the tracking tool as soon as possible • The buyer won’t be refunded if we don’t update the tracking tool

Use case 38 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Reach out to your team lead to update the event in the tracking tool to mark the item as ‘ Return delivered ’ in the tracking tool
2. Create an outbound ticket to inform the buyer that their refund will be processed automatically and they will receive it within 5 business days (24h if Paypal)
3. Solve the ticket If the seller is already paid (claim made after 72h for C2C or 14 days for B2C) please update the tracking tool, process manually with the buyer refund and follow the process with the seller to make a keep-or-return

5. Send-in issues

Seller carrier send-in issues​

Context: Seller does not want to use the chosen carrier

Use case 39 — single process, no branching: follow the steps below.

Process to follow

🎯 Process: We cannot change the carrier

1. Set contact reason to Where is my parcel?
2. Inform the seller that we cannot change the carrier once chosen. Use the macro: Seller requests to use their own shipping carrier
3. Solve the ticket