Postal Investigations

Sometimes, a shipment may not arrive or may disappear from the tracking data. This is a reality of using any postal system, and every postal system has procedures in place to help with lost and/or damaged packages. This page will explain how to start a postal investigation and what you need to have to receive reimbursement for lost and/or damaged goods. Please note that this page is advice for how you can start your own postal investigation. Cardmarket does not start postal investigations for users.

First, let's start with some tips for all shipments:

1. Always keep proof of shipping, in paper or digitally, until the buyer confirms arrival.
2. Only the parties directly involved in a shipment - the seller and the buyer - can open a postal investigation, and it is the seller's reponsibility to do so if there is an issue.
3. Postal investigations can only be opened for 30 days after the package is delivered. For private couriers, the amount of time you need to wait may differ. If you're using a private courier, please check their website for more information.
4. Keep an open line of communication with the buyer and be sure to inform Cardmarket with a support ticket once you hear back from the postal service.

If your tracking code isn't working (you can't find the package):

1. Check that the tracking code you're using matches the one on your proof of shipping.
2. Wait 14 days from the dispatch date (when the package was shipped).
3. If you still haven't received an update from your courier, open a ticket from the shipment page and attach a photo of your proof of shipping.
4. Cardmarket will then advise whether or not you should open a postal investigation.

If the tracking on your package isn't displaying any new information, you should:

1. Wait 30 days from the dispatch date for an update. For private couriers, the amount of time you need to wait may differ. If you're using a private courier, please check their website for more information.
2. If there isn't any update from either the buyer or the tracking, open a ticket from the shipment page and attach proof of shipping.
3. Cardmarket will guide you through the process after that.

If the tracking shows the shipment has been received, but the buyer says they haven't received the shipment:

1. Both parties need to file a claim with their psotal service within one week of delivery confirmation.
2. The seller should immediately inform Cardmarket through a ticket and attach proof of shipping.

If a shipment is delivered, but the contents have been stolen, please follow these steps:

1. Upon delivery, the buyer should inform the courier that the order was delivered without its contents. Both parties must file a claim with their postal service within one week of receiving the shipment.
2. The seller should inform Cardmarket immediately with a ticket and attach proof of shipping.

If the package is damaged and the buyer didn't or couldn't refuse delivery:

1. The buyer must file a claim with the postal service within one week of receiving the package and should provide photos of the damage.
2. The seller must also file a claim, providing proof of shipping and photos of the damage.
3. The buyer cannot throw away the package or its contents.
4. The seller should create a ticket from the shipment page and attach proof of shipping.

The buyer should not confirm arrival on Cardmarket until all issues with the shipment have been resolved. Cardmarket considers a shipment "resolved" once the buyer confirms arrival, so that should only happen once all issues relating to the shipment are solved.