When should I mark an order Received?

Received is your confirmation, not the courier's

The courier can mark a parcel delivered, but Received is the step you take on eBuy. That is where you confirm the item is with you and you have checked it.

Do not use Received just because tracking says delivered. Open the parcel, compare the item with the listing, and check for damage first.

There is a time limit. If an order sits unconfirmed for long enough after it should have arrived, and you have not raised a ticket, return, or refund on it, eBuy treats it as delivered and releases the payment to the seller. Raising any issue on the order stops that from happening, so speak up rather than going quiet.

Step 1: Open Buyer > Orders and choose the order.

Step 2: Check the parcel and item before taking any action.

Step 3: If everything is correct, use Mark Received on the order page.

Step 4: If something is wrong, raise a support ticket, refund request, or return request instead.

When not to mark Received

The parcel has not actually reached you
The parcel is cut, wet, crushed, resealed, or suspicious
The item is missing, damaged, fake, or not what the listing described
You already opened a support ticket and support has not told you to confirm receipt

Marking Received starts the seller payout path. Do it only after inspection. If a seller asks you to mark Received early, raise a ticket.

If you need to return the item

A return request is available only when the order's return window is active. The form asks for a reason, comments, and a return shipping method.

If you choose self-ship, add the courier name and tracking number. If support approves the return before you have tracking, you can update return tracking later from the same order.

When return tracking can be updated

The return must be approved
The return method must be self-ship
You must enter both the carrier name and the tracking number

Step 1: Open Buyer > Orders and choose the return order.

Step 2: Use the return tracking option.

Step 3: Enter the courier and tracking number exactly as printed on your receipt.

Step 4: Keep the courier receipt until support confirms the return is settled.

If the return tracking option is missing

It usually means the return has not been approved yet, the return method is pickup rather than self-ship, or the return window is no longer active. Reply in the existing ticket if you think the status is wrong.