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When should I confirm receipt of an order?

Published 5 Aug 2026

Confirm receipt is your step, not the courier's

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

Do not confirm receipt 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.
Open Buyer > Orders and choose the order.
Check the parcel and item before taking any action.
If everything is correct, use Confirm receipt on the order page.
If something is wrong, raise a support ticket, refund request, or return request instead.

When not to confirm receipt

  • 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
Confirming receipt starts the seller payout path. Do it only after inspection. If a seller asks you to confirm receipt early, raise a ticket.

If you need to return the item

A return request is available only when support or an administrator has enabled the order's return window. 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
Open Buyer > Orders and choose the return order.
Use the return tracking option.
Enter the courier and tracking number exactly as printed on your receipt.
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 tracking has already been supplied. Reply in the existing ticket if you think the status is wrong.

Still stuck? Contact us at support@ebuy.store, or use Get help from eBuy on the order page.

How does eBuy protect my payment? eBuy holds your money until you confirm the item arrived. The seller is paid only after you confirm receipt of the order. How do I get a refund or return an item? Start from the order page. Which options you see depends on whether the order is paid, delivered, and still inside the return window. My order has not arrived. What do I do? Check courier tracking from the order page first. If the parcel is genuinely overdue, raise a support ticket from that same page. When do I get paid? After the buyer confirms receipt, the return window closes, and the payout waiting period passes. Your KYC must be approved before any payout is released.