How to find and track an order, step by step

Everything you have bought is in one place, and it is the record to trust — notifications can be missed, an order cannot disappear.

Where they live

The Activity screen, under Purchases. Filters across the top: All, Won, Bidding, Saved, Refunds, History.

Anything unpaid is shouted at you: 1 item waiting to be paid for, or {n} items waiting to be paid for, with Pay now. Deal with that first — a payment window is running.

The four steps

An order shows {status}, step {n} of 4:

1. Awaiting payment — you have not paid. A clock is running.
2. Order confirmed / Paid · waiting to be packed — the seller has it.
3. Being packed — they are working on it.
4. On its way / On the way — dispatched. Open tracking and Track appear here.

Then Delivered, with Delivered {date}.

Other states you may see: Cancelled, Refunded with Refunded {amount} and {amount} back, and Issue reported where something is open.

Tracking

Once dispatched, Track or Open tracking takes you to the courier.

A tracking number showing nothing for several hours is normal — many couriers do not show a parcel until it reaches the first hub, which can be the next day.

No tracking number at all is also often normal: the seller delivering it themselves, a pickup order, or a courier you booked. My order has no tracking number.

When nothing is moving

Check which step it is on before worrying, because the right action is different for each:

• Stuck on Order confirmed or Being packed past the dispatch window — message the seller. Courier orders are due 24 or 48 hours after payment depending on the store. When will my order be sent?
• Stuck in transit for days — normal for a long route, worth asking after a week.
• Says Delivered and nothing arrived — act now, not next week, because courier records age. Tracking says delivered but nothing came.

For a pickup order

There is no transit to track. It becomes ready, you are given a pickup code and a collect-by time, and you go. How to collect an order.

Confirming you have it

Where it is offered, I’ve received it closes the order off. Not obligatory, and worth doing — it is also what releases the seller's money sooner.

Finding an old one

History, and the order list is searchable. Invoices stay available for past orders.

Questions people ask

Can I see the seller's details?

Their store page, and you can message them from the order. Personal contact details are not exchanged either way.

Can I cancel from here?

Before it ships, yes, for an unpaid or paid order — and a cash-on-delivery order until it ships. After dispatch it is a return instead.

What does Issue reported mean?

A return or dispute is open on that order. How to raise a problem.

Why does an order say Refunded when I did not ask?

A seller cancelled it, or a window lapsed. The amount shows as {amount} back. My refund has not arrived.

More: how to track an order, how to raise a problem, what if my item never arrives.

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