Help a buyer with an item they didn’t receive

If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered.

If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “Item not received” request.

If a buyer opens a request, we’ll send a message to your registered email address, you’ll then be available to view the request within Return Requests.

Once a request is opened, you’ve got 8 calendar days to resolve the issue. After that time, either you or the buyer can ask us to step in and help resolve the issue.

When a buyer opens a request, please be aware that funds related to the sale in your 118CBD Account may be put on hold. Once the issue is resolved, or we find in your favour, the hold is lifted and the funds are available again.

What to do when a buyer opens an item not received request

In the email you received telling you the buyer’s issue, select See request details. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. You’ll also see your response options:

Add tracking details – You can provide tracking information showing the date you posted the item, the date it was delivered, and the address it was delivered to. If the item is worth £750 or more, it should also show the signature confirmation of the recipient.

Here’s how to add tracking information:

  1. Open the order in your Seller Dashboard.
  2. Select the carrier you used from the dropdown list (on the right).
  3. Enter the tracking number.
  4. Enter the date your dispatched the item
  5. Select Add tracking details.

Refund the buyer – The buyer will get a full refund, including the original postage costs. Choose this option if you don’t have tracking that shows the item was delivered or tracking details that shows that the package has been in transit without movement for 7 days or more (10 for international deliveries).

  1. Open the order in your Seller Dashboard.
  2. Select Request refund
  3. Complete the refund form
  4. You have the option to enter a reason for the refund.
  5. Check the refund amount
  6. Select Submit Refund Request.

We will refund the buyer and deduct the refunded amount from your 118CBD Account Balance.

Send a message to the buyer – If you’d like to speak with the buyer directly to try and resolve their issue, you can ask them to raise a support request with you. If you and the buyer can’t agree on a resolution within 8 calendar days, you can ask 118CBD to step in and help.

Sending a replacement item – If the buyer would rather have the item than a refund, use the “Send a message” option to offer them a replacement. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request.

You should report missing packages to the postal carrier you used – they may be able to help.

Get help from 118CBD

If you and the buyer haven’t been able to resolve the issue within 8 calendar days, we’re always ready to step in and help.

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