Your online order hasn't arrived? What to do, step by step
An order that doesn't arrive is stressful, especially when you have already paid. The most important thing is to act calmly but quickly, and to keep everything in writing. Here is what to do.
1. Check the delivery details first
Many "missing" orders are simply delayed or waiting for the delivery person to reach you. Check the delivery time the seller announced, and whether the phone number and address on your order are correct and reachable.
2. Contact the seller in writing
Send a clear, polite message: your order reference, what you ordered, when you paid, and your question. On Buyam Sellam, use the chat or WhatsApp link on your order page, so the conversation is linked to the order. Written messages are your evidence later.
3. Collect your evidence
- Your order page or order reference.
- Your payment reference or transaction ID.
- Screenshots of your conversation with the seller.
- If you received the wrong item: photos of the package, the label and the item.
4. Report the problem before confirming
On Buyam Sellam, open your order and use "Report a problem" before you confirm delivery. Explain what happened and add photos if you have them. While a problem is open, your payment stays held and is not paid to the seller. The Buyam Sellam team reviews the case with you and the seller.
Do not confirm delivery just because the seller asks you to "confirm first". Confirming releases the payment.
5. If you bought outside a marketplace
Keep contacting the seller in writing, report the account on the platform where you found it, and contact your mobile money operator's customer service with the transaction ID as quickly as possible. Unfortunately, recovering a direct transfer is often difficult — which is why paying through escrow matters.
Frequently asked questions
How long do I have to report a problem on Buyam Sellam?
Report it before you confirm delivery and before the 5-day automatic confirmation that starts when the seller marks the order as shipped.
The seller asks me to confirm delivery before I have the item. Should I?
No. Only confirm once you have received and checked your order. Confirming releases the payment to the seller.