A parcel I shipped was lost or arrived damaged. What happens to my sale?

If a parcel you shipped is lost, contact us with the order number and we will look into it. You are paid for a sale only after the parcel is delivered.

What happens to my earnings if the parcel is lost?

Nothing is released before delivery. The sale keeps showing Paid after delivery until the parcel is delivered and a waiting period after delivery has passed. See when do I get paid.

What should I do?

1. Open the sale from Manage Orders.
2. Check the tracking number on the Shipment screen. Tap Copy and look it up with the carrier.
3. Message the customer if you need to. See messages and chats.
4. Contact us with the order number. Pick the topic An item or a shop. See contacting XO Bestie Support.

What if the parcel arrived damaged?

The customer can start a return if you accept returns and the window is open. The reasons include Item is defective or broken. You cannot refuse the request. You check the item when it is back and accept or reject it. See handling a return.

If you accept:

• The customer is refunded.
• The earnings from the returned items come off your balance, with the card processing fee.
• If you pay return shipping, that comes off too.

If you reject, the customer is not refunded. You can reject only for the reasons the screen lists.

What if I ship with my own carrier?

Then you mark the sale delivered yourself. Do this only when the customer has the package. It starts their return window. See shipping a sale.

How can I lower the risk?

• Pack the item carefully.
• Keep your tracking number and your drop-off receipt.
• Ship within 5 days of the order date. If you do not buy a label or mark the sale as shipped by then, the sale is cancelled and the customer is refunded. See cancelling a sale.