What to do when a buyer opens an item not received request on Spandooly

In the email you received telling you the buyer’s issue, select See request details. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. You’ll also see your response options:

Add tracking details: You’ll need to provide tracking within 3 business days of the request being opened, if you haven’t done so already. In order to be protected, tracking must include the date you shipped the item, the date it was delivered, and the address it was delivered to.

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Here’s how to add tracking information:

1. Add tracking details and then Continue.
2. Enter the tracking number, or if you don’t have it, the date you shipped the item.
3. Select the carrier you used from the dropdown list.
4. You have the option of adding a note to the buyer.
5. Select Add tracking details.

Refund the buyer: The buyer will get a full refund, including the original shipping costs. showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more (10 for international deliveries).

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Here’s how to refund the buyer:

1. Select Refund the buyer and then Continue.
2. You’ll see the refund amount, and you have the option of adding a message to the buyer.
3. Select Refund the buyer.

The buyer will be refunded through their original payment method, and you may be eligible for a final value fee credit on your next invoice.

Send a message to the buyer: If you’d like to speak with the buyer directly to try to resolve their issue, you can send them a message. If you and the buyer can’t agree on a resolution within 3 business days, you can ask Spandooly

to step in to help.

More info

You can contact the buyer directly to try to resolve the issue:

1. Select Send a message to the buyer.
2. On the next page, enter your message and select Send.

It’s worthwhile asking the buyer to review the delivery address they provided and to check with their neighbors in case the item was delivered when they weren’t home.

Send a replacement item: If the buyer would rather have the item than a refund, use the “Send a message” option to offer them a replacement. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. 

Get help from Spandooly

If you and the buyer haven’t been able to resolve the issue within 7 business days, you can ask us to step in to help.