Build the dispatch check around the order
Confirm the actual order status, payment instructions, delivery address and item before packing. Follow the marketplace’s dispatch workflow and any seller-protection requirements. If a customer asks to change the address, use the supported process or contact the platform. A message in chat is not automatically enough to preserve protection. Do not use a buyer’s unexpected courier link to enter payment or login details.
Choose the service for the item
Compare price, tracking, delivery expectations and compensation limits for your product type and value. Check prohibited items, packaging requirements and claim deadlines. A tracking number is useful evidence, but it is not the same as insurance or guaranteed seller protection. High-value, fragile or unusual items may require a different service. Keep dispatch time realistic in your listing.
Keep evidence that can be retrieved
Record the order reference, carrier, tracking number, dispatch date and relevant delivery evidence. For higher-risk items, keep appropriate packing and condition records without exposing customer details publicly. Ask the carrier what evidence a loss or damage claim needs. Organise records so another member of the team can find them when a claim arrives.
Plan the exception before the first late parcel
Write a simple response for delayed, damaged and missing orders. Investigate through the correct carrier and platform routes, explain the next step to the customer and keep the promised follow-up date. Never guarantee compensation before checking the policy. Measure actual shipping and packaging costs in your margin calculation. If returns and replacements rise, review packaging and the product rather than treating each problem as an isolated complaint.
YOUR NEXT STEP
Make the next move a clearer one.
- Check order, payment and supported address before dispatch.
- Compare tracking, exclusions and compensation limits.
- Use suitable packaging and retain claim evidence.
- Keep tracking attached to the correct order.
- Have a clear process for delays, damage and replacements.
Where we checked the details
Primary sources checked 11 October 2026. Rules, prices and eligibility can change. Confirm current terms with the official service.
General UK guidance and editorial checklists. Apply the official rules to your circumstances and seek qualified help where needed. This is researched guidance, not a claim that we have tested every provider or situation.
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