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When an order stalls between the payments
Six common situations can interrupt an order. Compare the status with its message thread and tracking record before deciding what to do.
Stuck at Paid
A Paid status can still be in review or waiting for a price, stock or specification answer. Check the order message thread first. Replying does not guarantee immediate progress; buyer working hours, seller response and the actual issue still matter.
Out of stock after payment
The help centre's own explanation is that sellers do not always update their online inventory, so an item can die between your payment and the agent's purchase. Staff double-check with the seller and report back; the refund for a failed purchase returns to your balance. The listing still looking alive on the mall proves nothing: the seller's answer wins.
A shortfall request
A shortfall request may concern the item price or domestic delivery. Check the amount and explanation in the actual order thread before paying. Ask the buyer what options remain if you decline, including any cancellation or refund conditions; neither an immediate purchase nor an automatic refund follows from the status alone.
Amending after the seller shipped
Before dispatch, ask the buyer whether a change is still possible and what costs apply. After seller dispatch, the retained guidance describes waiting for warehouse arrival before applying for an eligible exchange. A status label alone does not guarantee free changes, cancellation or refund; manual orders can have stricter terms.
Stuck at Shipped
A domestic tracking gap may reflect normal transit, delayed scans or an exception. The published geographic ranges are estimates, not a required waiting period before seeking help. Check the tracking number and ask promptly if there is an exception, missing information or an approaching deadline.
Stored, but a return feels right
Eligible items carry the 5 days (120 hours) window from Stocked in, relayed from the seller's own return service, with exclusions the policy page prints in full: customised goods, removed tags, undergarments, food and more. Compare the proposed return cost and conditions with the item's value. Keep the QC evidence and ask promptly while the applicable return window remains open.
What to check when a status stops changing
Use these records as a troubleshooting checklist. A published example duration is not a support embargo: contact the relevant channel when an exception appears or a deadline needs attention.
| State | Record to check | Useful question |
|---|---|---|
| Paid | Order messages and payment record | Is the buyer waiting for a stock, price or specification answer? |
| Purchased | Seller order and promised dispatch date | Has the seller confirmed stock and dispatch? |
| Shipped | Domestic tracking number and latest scan | Is there an exception, address problem or missing tracking event? |
| Has been stored | Receipt record, measurements and QC photos | Has inspection finished, and what are the actual return/storage deadlines? |
| Avaliable for shipment | Parcel eligibility and storage deadline | Do the intended goods, dimensions and weight fit the selected route? |
The message box beats the live chat for order problems
Every purchase order has its own message thread under Member Center, My Orders. Stall answers land there, written by the person holding your order, with the order attached by definition. The general live chat runs 9am to 6:30pm, Monday to Friday, BST and is better for account-level questions. Mail lives at [email protected] for anything that needs a paper trail.
Whatever the channel, lead with the OG number and the status word. Those two tokens let anyone at the warehouse find the box before reading your second sentence.
Ask for one next action, with the record attached
A useful purchasing message can read: “Order [OG number], selected [variant and quantity], currently [status]. The latest message says [issue]. Please confirm [stock / the amount and reason for the shortfall / whether a change is still possible] before proceeding.” Include the relevant listing or screenshot and the date; do not paste payment credentials.
If you have already agreed to a revised price or specification, quote that reply so the buyer can find it. If you have not agreed, say what remains unresolved. One specific request is easier to answer than “Why is it stuck?”, and it keeps a request for information separate from permission to buy a substitute.