Orders & Returns

Overview

After making a purchase, this guide helps you track your order, communicate with sellers, and handle returns or issues if needed.

Viewing Your Orders

Orders Dashboard

Access your orders:

  • Click your profile/account icon
  • Select "Orders" or "My Orders"
  • See all current and past purchases

Order List shows:

  • Order number
  • Order date
  • Seller name
  • Products ordered (with photos)
  • Order total
  • Current status
  • Quick actions (track, review, return)

Filter orders:

  • All orders
  • Active (processing, shipped)
  • Delivered
  • Cancelled/Refunded

Sort orders:

  • Most recent first (default)
  • Oldest first
  • By seller
  • By total amount

Order Details

Click any order to see complete details:


Order Information:

  • Order number (unique identifier)
  • Order date and time
  • Current status
  • Estimated delivery (if not yet delivered)

Items Ordered:

  • Product photos
  • Product names
  • Variants selected (size, color, etc.)
  • Quantity
  • Price per item
  • Subtotal per item

Shipping Information:

  • Shipping address
  • Shipping method
  • Shipping cost
  • Tracking number (once shipped)
  • Carrier (USPS, FedEx, UPS, etc.)

Payment Information:

  • Payment method used (last 4 digits)
  • Billing address
  • Subtotal
  • Shipping
  • Tax
  • Total paid

Seller Information:

  • Seller name and shop
  • Contact seller button
  • View shop button
  • Seller policies

Order Timeline:

  • Order placed
  • Payment processed
  • Order confirmed by seller
  • Shipped (with tracking)
  • Out for delivery
  • Delivered

Order Status

Processing

What it means:

  • Order received by seller
  • Payment captured successfully
  • Seller is preparing your items

Typical timeline:

  • 1-2 business days (many sellers)
  • 3-5 days (made-to-order items)
  • 1 week+ (custom items)
  • Check seller's processing time on product page

What's happening:

  • Seller picks items from inventory
  • Inspects for quality
  • Packages securely
  • Prints shipping label
  • Prepares for carrier pickup

What you should do:

  • Wait patiently
  • Check email for shipping notification
  • Verify shipping address was correct
  • Contact seller if processing takes longer than stated

Shipped

What it means:

  • Package handed off to shipping carrier
  • On its way to you!
  • Tracking number available

You'll receive:

  • Shipping confirmation email
  • Tracking number
  • Estimated delivery date
  • Carrier information

What you should do:

  • Click tracking number to see progress
  • Monitor delivery status
  • Be available for delivery (if signature required)
  • Check tracking if delivery is delayed

Tracking updates:

  • Package accepted by carrier
  • In transit to destination
  • Arrived at local facility
  • Out for delivery
  • Delivered (with delivery photo sometimes)

Delivered

What it means:

  • Package arrived at your address
  • Tracking shows "Delivered"
  • You should have received it!

What you should do:

  • Check your mailbox, porch, lobby
  • Ask household members if they received it
  • Check with neighbors (if delivered to wrong address)
  • Look for delivery photo (some carriers provide)
  • Leave a review for the seller

If you didn't receive it:

  • Check tracking details (where was it left?)
  • Wait a few hours (sometimes delayed scan)
  • Contact seller if truly missing
  • Seller will work with carrier
  • File claim if package was stolen

Cancelled

What it means:

  • Order was cancelled before shipping
  • Full refund issued

Common reasons:

  • You requested cancellation
  • Seller out of stock
  • Payment issue
  • Address undeliverable
  • Seller unable to fulfill

Refund timeline:

  • Immediately processed
  • Appears in 5-10 business days
  • Depends on your bank

Refunded

What it means:

  • Money returned to your account
  • Item was returned or not received

Reasons for refunds:

  • Item returned per policy
  • Item not as described
  • Item damaged/defective
  • Order cancelled
  • Package lost

Refund amount:

  • Full refund: Entire order amount
  • Partial refund: Some items or portion of total
  • Shipping may or may not be refunded (depends on reason)

Timeline:

  • Processed within 5-7 days of seller receiving return
  • Appears in account 5-10 business days later
  • Credit cards: 1-2 billing cycles sometimes

Tracking Your Package

Using Tracking Numbers

Where to find tracking:

  • Shipping confirmation email
  • Order details page in your account
  • Click tracking number to see carrier website

What tracking shows:

  • Current location of package
  • Transit history
  • Estimated delivery date
  • Delivery attempts
  • Delivery confirmation

Carriers:

  • USPS: Track at usps.com or in USPS app
  • FedEx: Track at fedex.com or in FedEx app
  • UPS: Track at ups.com or in UPS app
  • DHL: Track at dhl.com

Delivery Issues

Package late:

  • Check tracking for updates
  • Weather/holidays cause delays
  • Contact carrier if significantly late
  • Contact seller who can inquire with carrier

Package shows delivered but you didn't receive it:

  1. Check all possible locations (porch, mailbox, side door, garage, neighbor)
  2. Ask household members
  3. Check tracking details (where was it left? Photo?)
  4. Wait 24 hours (sometimes scan is early)
  5. Contact seller if truly missing
  6. File police report if stolen (for insurance claim)

Package damaged:

  • Take photos immediately
  • Document damage to package and items
  • Contact seller with photos
  • Seller will replace or refund
  • May need to file claim with carrier

Wrong item received:

  • Contact seller immediately
  • Send photos of what you received
  • Seller will arrange return and send correct item
  • Seller pays return shipping (their error)

Communicating with Sellers

Contacting Sellers

When to contact:

  • Pre-purchase questions
  • Order status questions (if delayed)
  • Address change before shipping
  • Issues with received items
  • Return requests
  • General inquiries

How to contact:

  1. Go to order details or seller's shop
  2. Click "Contact Seller" or "Message"
  3. Write your message
  4. Include order number for order-related issues
  5. Send

Response times:

  • Most sellers respond within 24 hours
  • Some respond within a few hours
  • Check seller's shop for stated response time
  • Be patient—they're often small businesses

Writing effective messages:

  • Be polite and respectful
  • Be clear and specific
  • Include order number
  • Attach photos if relevant
  • Ask specific questions
  • Propose solutions

Example messages:


Address change:

Hi [Seller],

I just placed order #12345 and realized I entered the wrong address. Could you please update it to:

[New Address]

Thank you so much! I haven't received a shipping notification yet so I'm hoping you can still update it.

Best,
[Your Name]

Item not received:

Hi [Seller],

I ordered [product name] on [date], order #12345. Tracking shows it was delivered on [date], but I haven't received it. I've checked with neighbors and all around my property.

Could you help me figure out what happened? The tracking says it was left at the front door, but nothing is there.

Thank you,
[Your Name]

Seller Response

Sellers can:

  • Answer your questions
  • Update order details (before shipping)
  • Provide additional tracking info
  • Resolve issues
  • Process returns or refunds
  • Offer solutions

If seller doesn't respond:

  • Wait 48 hours (allow reasonable time)
  • Send follow-up message
  • Check spam folder for replies
  • Contact OpenDay support for help
  • Support can mediate disputes

Returns & Refunds

Return Eligibility

Most sellers accept returns for:

  • Changed your mind (buyer's remorse)
  • Wrong size or color
  • Item not as expected
  • Item defective or damaged
  • Item not as described

Check seller's return policy:

  • Return window (30 days is common)
  • Condition requirements
  • Restocking fees (if any)
  • Who pays return shipping
  • Non-returnable items

Non-returnable items (typically):

  • Final sale items (clearly marked)
  • Custom or personalized items
  • Intimate apparel, hygiene products
  • Perishable goods
  • Digital products
  • Items specified as non-returnable

Requesting a Return

Step-by-step:


  1. Check return window
    • Most sellers: 30 days from delivery

    • Must request within this timeframe

      Review return policy

    • Understand conditions
    • Check who pays return shipping

    • Note any restocking fees

      Contact seller

    • Use "Request Return" button on order (if available)
    • Or message seller directly
    • State reason for return

    • Include order number

      Wait for approval

    • Seller reviews request (usually within 48 hours)
    • Most returns are approved

    • Seller may ask questions or request photos

      Receive return instructions

    • Return shipping address
    • Return authorization number (if provided)
    • Specific instructions

    • Deadline to ship back

      Package item carefully

    • Use original packaging if possible
    • Ensure item is unused/unworn (per policy)
    • Include tags if required

    • Protect item in shipping

      Ship item back

    • Use trackable shipping method
    • Keep tracking number
    • Consider insurance for valuable items

    • Ship within deadline

      Seller receives and inspects

    • Verifies item condition
    • Confirms item matches order

    • Processes refund

      Receive refund

    • 5-7 business days after seller receives
    • Refund to original payment method
    • Email confirmation

Return Shipping

Who pays return shipping?


Buyer pays if:

  • Changed your mind
  • Ordered wrong size/color
  • Personal preference
  • Item as described

Seller pays if:

  • Item defective or damaged
  • Wrong item sent
  • Item not as described
  • Seller error

Return shipping methods:

  • Use carrier of your choice
  • Save receipt and tracking
  • Consider insurance for expensive items
  • Signature confirmation for high-value returns

Refund Timeline

When will I receive my refund?


  1. Ship item back: Day 0
  2. Package in transit: 3-7 days (depends on shipping)
  3. Seller receives: Day 3-7
  4. Seller inspects: 1-2 days
  5. Refund processed: Day 5-9
  6. Money appears in account: Day 10-19 (5-10 business days after processing)

Total time: 2-3 weeks typically from when you ship item back


Refund method:

  • Original payment method
  • Credit card: 5-10 business days
  • Debit card: 5-10 business days
  • Digital wallets: 3-5 business days

What's refunded:

  • Product price (full or partial)
  • Original shipping (if seller's error)
  • Tax charged

What's NOT typically refunded:

  • Original shipping (if buyer's preference)
  • Return shipping (unless seller's error)
  • Restocking fees (if applicable)

Partial Refunds

Reasons for partial refunds:

  • Returning some items in multi-item order
  • Item returned without all components
  • Item shows signs of wear/use
  • Packaging damaged by buyer
  • Restocking fee deducted

Example:

  • Original order: $100
  • Returning 1 of 3 items: $30
  • Partial refund: $30

Disputes

If return is denied:

  • Ask seller for specific reason
  • Review return policy carefully
  • Provide additional photos or evidence if requested
  • Negotiate a solution

If you can't resolve with seller:

  • Contact OpenDay support
  • Provide documentation (order details, messages, photos)
  • Support will mediate
  • Decision made based on policies and evidence
  • May involve refund from OpenDay funds in extreme cases

Leaving Reviews

Why Leave Reviews?

Help other shoppers:

  • Share your experience
  • Provide honest feedback
  • Help them make informed decisions
  • Build community trust

Help sellers:

  • Good reviews increase visibility
  • Positive feedback encourages them
  • Constructive criticism helps them improve
  • Reviews = social proof = more sales

How to Leave a Review

After delivery:

  1. Go to your order in Orders page
  2. Click "Leave a Review" or "Rate Product"
  3. Rate 1-5 stars
  4. Write review (optional but encouraged)
  5. Add photos (optional but very helpful!)
  6. Submit

What to include in your review:

  • Overall satisfaction
  • Product quality (matches description?)
  • Sizing/fit (true to size?)
  • Shipping speed
  • Packaging quality
  • Would you recommend?
  • Pros and cons

Review guidelines:

  • Be honest but fair
  • Focus on the product
  • Don't attack seller personally
  • No profanity or hate speech
  • Provide helpful details
  • Rate fairly (1 star = horrible, 5 stars = excellent)

Example helpful reviews:


5-star review:

Love this handmade necklace! Quality is amazing and exactly as shown in photos. Seller shipped same day and packaging was beautiful. Highly recommend this shop!

3-star review (constructive):

Product is nice but smaller than expected. Quality is good but took 2 weeks to arrive (stated 1 week). Would be 5 stars with better shipping speed and size accuracy in description.

Order Issues

Common Problems & Solutions

Item not as described:

  1. Contact seller with photos showing discrepancy
  2. Request return or partial refund
  3. Most sellers will resolve quickly

Item damaged in shipping:

  1. Take photos immediately (package and item)
  2. Contact seller with photos
  3. Seller may replace or refund
  4. May need to file claim with carrier

Item defective:

  1. Contact seller with description/photos of defect
  2. Request replacement or refund
  3. Seller may offer partial refund to keep item
  4. Return for full refund per return policy

Wrong item received:

  1. Contact seller immediately
  2. Send photos of what you received
  3. Don't use or open further
  4. Seller sends correct item and pays return shipping

Package says delivered but not received:

  1. Check all locations, neighbors, household members
  2. Wait 24 hours (sometimes early scan)
  3. Contact seller if truly missing
  4. Seller works with carrier
  5. May need to file police report

Frequently Asked Questions

How long does shipping take?

Varies by seller and shipping method. Most domestic orders arrive within 3-7 business days after processing (1-2 days). Check seller's stated shipping time.


Can I track my order?

Yes! Once shipped, you'll receive a tracking number via email and in your order details.


Can I cancel my order?

Contact seller immediately. If not yet shipped, most sellers will cancel and refund. After shipping, you'll need to return the item.


What if I need to change my address?

Contact seller ASAP before shipping. Most can update. After shipping, contact carrier or ask seller to intercept package.


How do I return an item?

Contact seller to request return. Follow their return policy. Ship item back with tracking. Receive refund after seller receives and inspects.


When will I get my refund?

5-7 business days after seller receives your return, plus 5-10 business days for it to appear in your account. Total: 2-3 weeks typically.


What if the seller won't respond?

Wait 48 hours, then send follow-up. If still no response after 5 days, contact OpenDay support for help.


Can I exchange an item?

Most sellers don't do direct exchanges. Return the original and place a new order for the item you want.