A parcel didn’t arrive
Check the tracking and the address, ask the carrier, then send another or refund it.
Does the tracking say where it is?
Open the order in Orders to find the tracking you added. If it says delivered, ask the buyer to check with neighbours or wherever parcels get left. If it’s stopped moving, or you have no tracking, ask the carrier. Carriers usually want some time to pass before they’ll call a parcel lost.
Was the address right?
The address the buyer gave is on the order. Check it against what they tell you. If it was wrong, the carrier may be able to get the parcel back or send it on.
Has the carrier lost it?
You and the buyer decide what happens next. Tinbird doesn’t make claims with carriers, so any claim for a lost parcel is yours to make with them.
- To send another: post it and take it off your stock in Inventory. It doesn’t need a new order.
- To give the money back: refund the order. A refund doesn’t put stock back.
Has the buyer disputed the payment?
If they’ve asked their bank for the money back, see Respond to a dispute.
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