Lost or stuck parcel

First, give it a fair check

• Look everywhere a carrier leaves parcels: porch, side door, garage, mailroom, front desk, and with neighbors.
• Check the tracking scan closely — carriers sometimes mark a parcel delivered a day before it physically shows up. If the scan is fresh, wait until the next day before worrying.
• Still nothing? Message the seller in your order thread and ask them to double-check the address on the label.

If tracking has stopped moving

A parcel can sit at a depot for a few days without a scan — that alone doesn't mean it's lost. If tracking hasn't moved for several days, message the seller in the thread so there's a record, and keep an eye on the order: WornRep checks in with you when the carrier reports delivery — and at the latest 3 days after shipping — and asks whether it arrived.

The check-in is your protection — answer it

When the delivery check-in asks “Is everything ok?” and the parcel never arrived, tap No. A dispute opens right away and the seller's payout is held while WornRep looks at the tracking record. If you don't answer, the order eventually completes as if it arrived — so if it didn't, always tap No.

What happens next

• The seller can respond in the thread — sometimes the parcel turns up, or there's a simple explanation.
• If it can't be resolved together, WornRep decides using the tracking record: where the parcel went, what the scans show, and what each side said in the thread.
• If the parcel genuinely never arrived, you get refunded under Buyer Protection — everything you paid, including the protection fee and shipping.
• If it arrives late after all, let the seller know in the thread so the dispute can close.

Sellers: what protects you

Always ship with the WornRep label and get the carrier's acceptance scan — that scan is your proof the parcel entered the carrier's network. A sale shipped on time with a valid acceptance scan and tracking that shows delivery is a completed sale. Never ship with your own label or arrange a side delivery: off-label shipments have no tracking record, and there's nothing WornRep can verify.

Never shipped at all?

That's a different case: if the seller hasn't shipped within 5 days of your payment, you can request a refund right from the order page — see Reporting a problem, step by step.