If you want to check the status of your parcel use the tracking link on the “Postage Labels” page in My eBay.
If the parcel shows as delivered but the buyer hasn’t received it, the courier may have delivered it to a neighbour or left it in a safe place and will have left a card at the recipient’s address indicating what has happened with the parcel. Please advise the recipient to follow the information on the card to retrieve your parcel. If the parcel recipient has not been left a card then please contact Shutl customer service.
If the parcel does not show as delivered and there has been no change in status for 3 or more days please report it as lost using our claims form and our Customer Support team will investigate it.
Claims for lost parcels cannot be made until 2 days after the last expected delivery date, and must be made within 30 days from when the parcel was dispatched.
If your buyer makes a claim for damaged items on eBay when the contents of your parcel arrived damaged, you can then make a claim up to £25 for our 3-5 day and 2 day services and up to £60 for our 1 day service (please check the no compensation list for items excluded from compensation).
If you need to make a claim, please use our claims form and our Customer Support team will investigate it.
Claims for damaged items can be made as soon as the parcel arrives, but must be made within 30 days from when the parcel was dispatched. We may ask for evidence of the damage so please ask the parcel recipient to take photos of the damaged item and provide you with a written description of the damage. You will need to retain evidence of your damaged item until any claim has been resolved.