It can be frustrating when a purchased package does not arrive on time. Fortunately, when a payment request with buyer protection is used, your money is safe: the funds remain securely held until the issue is resolved. This article explains step by step what buyers and sellers should do if a package goes missing, and how Airsoft Bazaar handles such situations.
When is a package considered "missing"?
A package is considered missing if it has not been delivered within a reasonable timeframe. For standard domestic shipping, a package typically arrives within a few working days. If your package still has not arrived after, for example, 5 working days and the tracking status has not updated, you can assume something may have gone wrong. It is important to take action right away, both as buyer and as seller.
Mind the automatic release
With buyer protection, the amount is released to the seller automatically 10 working days after payment, unless the buyer starts a dispute. You can see the exact date in the chat and in the purchase overview. Has the package not arrived yet and is that date getting close? Then start a dispute as a buyer (see below). This pauses the release and you both keep the time to wait for the carrier's investigation.
What the buyer should do
If you are the buyer and the package has not arrived, here is how to proceed:
- Check the tracking info: look at the current shipping status. The package may be delayed, waiting at a pickup point, or a delivery attempt might have been missed. Read the carrier's updates (for example PostNL or DHL) carefully.
- Contact the seller: let the seller know in the Airsoft Bazaar chat that the package has not been delivered. A friendly message asking whether they have more information helps to investigate the problem together.
- Do not release the payment: with buyer protection, the payment is only released when you as a buyer click I have received the item. If you have not received the package, do not do that. As long as you do not confirm, the money stays safe.
- Start a dispute in time: open the purchase overview via View details in the chat and click Start dispute. Describe that the package has not arrived and propose a refund, for example of the full amount. The payout is then paused. You can always close the dispute later by clicking "I have received the item" after all, should the package still be delivered.
Tip: sometimes a package was delivered to a neighbour or housemate by mistake. It is worth checking around before assuming it is lost.
What the seller should do
If you are the seller, a missing package can be just as frustrating. Here is what to do:
- Check the tracking details: review the shipping status for issues such as delivery delays, address errors or return-to-sender notifications. Statuses like "in transit", "sorting" or "delivery attempt missed" are important clues.
- Contact the shipping company: if the tracking has not updated for some time or indicates a problem, start an investigation with the carrier (for example PostNL or DHL). The carrier can often find out where the package was last scanned. Have the tracking number and shipping receipt ready.
- Keep the buyer informed: communicate openly in the chat about what you find out. Let the buyer know you have contacted the carrier and share any updates. This shows you take the situation seriously and helps to keep trust.
- Respond to the dispute: if the buyer has started a dispute, you see the buyer's proposal in the purchase overview. You can accept it, or reject it and make a counter proposal. Agree in the chat on what is reasonable and record it.
Can Airsoft Bazaar Support help?
Airsoft Bazaar provides the buyer protection system, but in case of a missing package we do not mediate on the content. The money is held safely and the issue lies with the buyer, the seller and the carrier. As long as buyer and seller are talking, we do not take sides and do not make unilateral decisions.
Has one of the parties stopped responding altogether, or does someone refuse to cooperate on a solution? Then contact us via Request assistance in the purchase overview. Also read the Guidelines for disputes with buyer protection.
Finding a solution together
Because the funds are held securely, the buyer and seller have the opportunity to mutually agree on a fair resolution. Common solutions include:
- Full refund*: if both parties conclude that the package is really lost, the seller can accept the buyer's proposal for a full refund. The seller then claims the loss from the carrier (for example through insurance) and the buyer gets their money back.
- Reshipment: if possible, the seller can offer to ship the product again. The purchase then continues with a new shipment and a new tracking number. Once the package has arrived, the buyer clicks "I have received the item".
- Partial refund / split the loss: sometimes the loss of a package is nobody's direct fault. Buyer and seller can then decide to split the loss: the seller accepts a proposal for a partial refund and receives the remainder.
Whatever solution you choose, record it with a proposal in the dispute. That way the agreement is clear to both parties and it is executed immediately.
Release or refund
As soon as there is a solution, the payment request is completed through the chat:
- Package delivered after all? The buyer clicks I have received the item. The amount is released to the seller immediately and any open dispute is closed.
- Agreed on a (partial) refund? The buyer or seller records the amount in a proposal or counter proposal in the dispute. As soon as the other party accepts it, that amount is automatically refunded to the buyer and the remainder is released to the seller. You do not need to contact Airsoft Bazaar for this.
Read exactly how this works in How do disputes work in the chat?
Final thoughts
A delayed or missing package is never ideal, but thanks to Airsoft Bazaar's buyer protection, both buyer and seller are covered. Stay in communication, start a dispute in time as a buyer and record the solution in the chat. That way buyer and seller usually find a fair and safe resolution, with no risk of losing money or product.
Still stuck or need help? Feel free to reach out to our support team for advice.
* A full refund excludes the service fee and the buyer protection.