When tracking on the order page shows a shipping exception, we’ll guide you through the next steps.
Below you’ll find what each status means and the quickest way to resolve it.
Delayed: waiting for customs clearance
What it means
The package is held at customs because an outstanding action still needs to be completed.
What you can do
Sellers
Check if customs or the shipping company asked you to upload a commercial invoice or missing documents.
Respond within their deadline to avoid a return.
Buyers
Check if you were asked to pay duties or provide extra information.
If so, complete the steps to avoid a return.
If not, just monitor the tracking – it will update when the package is on the move again.
Held at customs: awaiting payment from recipient
What it means
Customs has calculated duties or taxes and is waiting for the recipient to pay.
What you can do
Sellers
No action needed – just monitor the tracking. If payment isn’t made, the package will return to you.
Buyers
Pay the duties or taxes directly to customs or the shipping company.
If you don’t pay, the package may be returned.
Delivery attempt unsuccessful
What it means
The shipping company tried to deliver the package but was unable to – for example, no one was home or there was an access issue.
What you can do
Sellers
Monitor the tracking. If multiple attempts fail, contact the buyer to agree on next steps.
Buyers
Check the delivery notice or tracking info for the next delivery attempt or pickup location.
Contact the shipping company to reschedule if needed.
Delivery failed: incorrect address
What it means
The address was incorrect or incomplete, so the package couldn’t be delivered.
What you can do
Sellers
Smart shipping: Ask the buyer to share the correct address with the shipping company.
Manual shipping: Double-check the label matches the buyer’s address on Catawiki. If it doesn’t, and there’s still time, confirm the correct address with the buyer and try to update it with the shipping company. Otherwise, some shipping companies may leave parcels at a service point or return them to the seller. Please check directly with the shipping company.
Buyers
Contact the shipping company as soon as possible to update the address.
Check the tracking info or delivery notice for next steps.
Recipient refused delivery
What it means
The recipient refused to accept the package.
What you can do
Sellers
The package will return to you – message the buyer to understand why and agree on next steps (resend or cancel).
Select Get support via the order page and follow the instructions to open a claim.
Buyers
Let the seller know (via Catawiki internal messaging) why you refused the package.
Select Get Support via the order page and follow the instructions to open a claim.
Being returned to seller
What it means
The shipping company is returning the package to the seller.
What you can do
Sellers and buyers
Message each other via Catawiki to agree on next steps (resend or cancel).
Whoever caused the return (for example, unpaid duties or wrong address) covers the new shipping costs.
Returned to seller
What it means
The package has arrived back at the seller’s address.
What you can do
Sellers
Inspect and store the object safely.
Within 3 days, message the buyer (via Catawiki’s message centre) to confirm whether to resend or cancel.
Buyers
Let the seller know if you’d like the object shipped again.
Whoever caused the return pays the new shipping cost.
Delayed – shipping company delay
What it means
The shipping company has reported a general delay (weather, strikes, traffic, and so on).
What you can do
Sellers
No action needed – monitor the tracking.
Buyers
If the package hasn’t moved for 10 days, select Get support via the order page and follow the instructions to open a claim.
Shipment damaged
What it means
The shipping company reported that the package or its contents were damaged during transit.
What you can do
Sellers
Smart shipping:
If insured with XCover, file a claim with them directly.
If not, select Get support via the order page and follow the instructions to open a claim.
Manual shipping: File a damaged claim with the shipping company or your insurer. Shipping companies usually require claims to be made within 7 days of delivery. For any specific instructions, please contact your shipping company or your insurer.
Buyers
Select Get support via the order page and follow the instructions to open a claim.
Add clear photos of the package and damage, if possible.
Shipment lost
What it means
The shipping company has declared the package lost.
What you can do
Sellers
Smart shipping:
If insured with XCover, file a claim with them directly.
If not, select Get support via the order page and follow the instructions to open a claim.
Manual shipping: File a loss claim with the shipping company or your insurer. Shipping companies usually require claims to be made within 7 days of delivery. For any specific instructions, please contact your shipping company or your insurer.
Buyers
Select Get support via the order page and follow the instructions to open a claim.