We've all had those days—constantly refreshing tracking information and hoping every delivery truck driving down the street might be for you. Sometimes the doorbell never rings or, even worse, the tracking link you’ve been waiting on for weeks doesn’t arrive. If you find yourself in any of these situations and you haven't received your order, see below for our suggestions!
If your order hasn't shipped yet:
Double-check the items in your order.
Review the items in your order to verify if any are preorders or items that have extended processing times. Some merchants may send orders in multiple shipments as the items become available, while others may wait for all of the items to be ready so they can be shipped at the same time. We recommend reviewing your order confirmation details to confirm if any of the above applies to your order.
Review the merchant's processing and shipping policies.
The merchant’s policies can typically be found in the FAQ section on their website, and will give a bit more insight into what to expect when ordering from them. Also, it’s common for merchants to list their policies in terms of business days, so holidays and weekends won't count.
Please note: paying for overnight or express shipping does not necessarily guarantee the order will arrive the day after placing the order. The merchant's processing time will still apply first.
If you've confirmed that your order should have shipped per the merchant's policies, and you still haven't received tracking information, please log into your dashboard and follow the steps below to open a dispute.
- Log into your Sezzle dashboard via a web browser (the app doesn’t have this option)
- Go to your “Orders” tab and click “View Order” next to the order in question
- Select “Get Help with this Order” in the lower left-hand corner
- Select “Goods or Services Not Received” and follow the prompts to fill out the remainder of the form
Once the dispute team receives this form, they will evaluate your situation over the next 2-3 business days and update you with next steps as soon as they can.
If your order has shipped...
...but the tracking doesn't show any movement, or hasn't shown movement for a few days.
Waiting is always the hardest part, wouldn’t you agree? If you just received your tracking information, it can take a business day or two for the number to reflect any updates. Once it’s updated, if it says something like "Origin Post is Preparing Shipment," that means the merchandise is shipping from overseas.
If there are any issues with the shipment progress, we recommend reaching out to the carrier directly since they’ll have the most up-to-date information regarding your shipment once it’s in their hands!
...and it says it was delivered, but you never received it.
If your tracking number shows delivery, but you haven't received the package, we recommend checking any order-related emails for additional updates. Some carriers may leave the package with a neighbor, an apartment manager, or in a secure location. In these cases, they often provide details either in an email or slip of paper on your door.
If those steps don't help you locate your package, the next best step is to open up a claim with the carrier directly. It can be helpful to reach out to the merchant as well, just in case they have a process in place to help with situations like this. As the payment processor, Sezzle is required to follow merchant policies, so we are limited in what we can do to assist.
...but you needed it to go to a different address.
If you realize after your order has been shipped that you requested the package be sent to the wrong address, it’s important to reach out to the carrier directly as soon as possible now that it’s in their hands. It’s possible they will request some form of verification from you, but they may be able to update the shipping address on the order. Depending on the difference in locations, you may be required to pay additional fees either immediately or upon delivery.