Troubleshooting for not updating the shipment status of a marketplace sale
Shipment status updates are an important aspect of the sales process on our marketplace. However, sometimes there can be delays or problems with the status update. In this post, we explain what to do in such cases.
Reasons for not updated shipment status and what to do:
- Shipping via Großbrief, Maxibrief, DHL Päckchen or "own shipping": for these shipping options our system has no automatic detection function for the shipping status. It is your responsibility to manually mark the item as "shipped". You can do this in your sales overview via "Ship now" once you have shipped your sale. Check if you have not set the status.
- Shipping as a package: The DHL package shipping option includes a tracking number, which is how our system normally recognizes that the item has been shipped. Please note that this detection is not done in real time. It may take several hours before the status is updated.
What you can do if the status does not update:
- Keep patience: Sometimes it may just take a little longer, especially with high shipping volumes. Please wait at least 24 hours from the time of shipment before taking any further action.
- Contact via problem report: If the status is still not updated after one day, you can contact our customer service. To do so, report a problem in your sales overview. You can do this in the details of your sale via the problem message "Something else". The customer service will contact you as soon as possible.