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Payments, shipping & refunds

What do the order statuses mean?

Published 9 May 2026

The order page combines payment, fulfilment, refund, return, and payout information. These are the main fulfilment stages:

Processing — the seller has seen the order and is getting it ready to post.
Shipped — the seller has entered a courier name and tracking number. You can follow the parcel now.
Delivered — you confirmed on eBuy that the item reached you. This starts the payout waiting period, but does not bypass an open return, refund, or dispute.

Courier tracking is separate

A courier may show a parcel as delivered on its own tracking page, but that does not create a separate courier-delivered stage on eBuy. Use the confirmation action only after the parcel and item are in your hands.

What you can do at each stage

  • Paid or Processing — ask the seller to cancel if you have changed your mind
  • Shipped — track the parcel; raise a ticket if tracking stops moving
  • Delivered — your receipt is confirmed; use an enabled return window or the existing support ticket if there is a problem
Never confirm receipt of an order because a seller asks you to as a favour. Once it is done, your money is on its way to them.

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.