SilentSale®

Item not received? What to do on a marketplace

Check the order and tracking, keep evidence and report the problem through the service where you paid. Do not confirm an item you have not received.

Checked 2 October 2026UK
Open the Resolution Centre
  1. 01Work out which delivery stage is missing
  2. 02If tracking says delivered but it is not there
  3. 03If a parcel is lost in transit
  4. 04For collection, check acceptance

  1. Work out which delivery stage is missing

    Check the delivery address, courier updates and whether a parcel is awaiting collection. Keep screenshots of conflicting status information. Contact the seller through the order conversation.

  2. If tracking says delivered but it is not there

    Raise the discrepancy promptly rather than waiting for the status to change. On SilentSale®, use the issue tools before confirming receipt.

    For Shipping, report problems within 72 hours after confirmed delivery, or the collection scan for a locker or parcel-shop order. Confirming receipt closes the window early, so inspect first.

    Use the Resolution Centre and in-app conversation to raise an issue, exchange evidence and try to agree a resolution before escalation for review.

    Open the Resolution Centre

  3. If a parcel is lost in transit

    Keep the label, posting receipt, tracking and packaging evidence. Do not promise a refund amount before the case has been reviewed.

    For a parcel lost or damaged in transit, the Terms provide for a courier claim on the seller’s behalf. Packaging must meet the rules; compensation is subject to courier limits and reimbursement.

  4. For collection, check acceptance

    A local handover follows different rules from a courier delivery. Never share an acceptance PIN for an item you have not inspected and received.

    PIN Pickup is an in-person handover. The buyer inspects the item before sharing their six-digit PIN; the seller enters it in the app to complete the order. The PIN is acceptance. There is no shipping, tracking or post-handover dispute window.

    Find items for PIN Pickup
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Questions people ask

Item not received? What to do on a marketplace

Check the order and tracking, keep evidence and report the problem through the service where you paid. Do not confirm an item you have not received.

What should I check before completing the order?

For Shipping, report problems within 72 hours after confirmed delivery, or the collection scan for a locker or parcel-shop order. Confirming receipt closes the window early, so inspect first. PIN Pickup is an in-person handover. The buyer inspects the item before sharing their six-digit PIN; the seller enters it in the app to complete the order. The PIN is acceptance. There is no shipping, tracking or post-handover dispute window.

Keep reading

Sources

  • SilentSale® Terms and Conditions: payment, protection, acceptance and evidence rules. Checked 2026-10-02. §6.5.1–6.5.1, §7.3.7, §15.2, §6.5.1, §8.2–8.3, §14.6.1–14.6.5, §7.5, §15.2.2–15.2.4
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