Missing Package with Buyer Protection
It can be frustrating when a purchased package doesn't arrive on time. Fortunately, when a payment request with buyer protection is used, your money is safe: the funds remain securely held until the issue is resolved. This article explains step by step what buyers and sellers should do if a package goes missing, and how AirsoftBazaar handles such situations.
When is a package considered "missing"?
A package is considered missing if it has not been delivered within a reasonable timeframe. For standard domestic shipping, a package typically arrives within a few working days. If your package still hasn’t arrived after, for example, 14 days, and the tracking status hasn’t updated, you can assume something may have gone wrong.
What the buyer should do
If you’re the buyer and the package hasn’t arrived, here’s how to proceed:
Check the tracking info: Look at the current shipping status. The package may be delayed, waiting at a pickup point, or a delivery attempt might have been missed.
Contact the seller: Inform the seller that the package hasn’t been delivered. The best way is via AirsoftBazaar chat, where the transaction was initiated. Kindly ask for an update or additional shipping information.
Do not approve the payment: With buyer protection, payment is only released when you confirm delivery. If you haven’t received the package, do not confirm receipt. Your money remains safe in the escrow account until resolved.
Tip: Sometimes a package was delivered to a neighbor or housemate by mistake. It’s worth checking around before assuming it’s lost.
What the seller should do
If you're the seller, a missing package can be just as frustrating. Here's what to do:
Check the tracking details: Review the shipping status for issues such as delivery delays, address errors, or return to sender notifications.
Contact the shipping company: If the tracking hasn’t updated for some time or indicates a problem, reach out to the carrier (e.g., PostNL, DHL) and start an investigation or trace request. Make sure to have the tracking number and shipping receipt ready.
Keep the buyer informed: Let the buyer know that you're investigating the issue. Share any updates from the shipping provider and be open to discussing possible solutions.
Can AirsoftBazaar Support help?
AirsoftBazaar provides the buyer protection system, but our support team cannot directly intervene in case of a missing package as long as the payment is still in escrow. Since no delivery has been confirmed and the money is still being held safely, we don't choose sides and let both parties work it out first.
Only in cases where one party becomes unresponsive or refuses to cooperate can AirsoftBazaar step in to review the situation — but in most cases, this is not necessary.
Finding a solution together
Because the funds are held securely, the buyer and seller have the opportunity to mutually agree on a fair resolution. Common solutions include:
Full refund: If both parties agree the package is lost, the seller may opt to refund the buyer. The seller can then deal with the shipping provider directly for compensation if applicable.
Reshipment: If stock allows, the seller can ship a replacement product. Be clear about any new shipping terms or tracking information.
Partial refund / split the loss: If the fault is unclear or both parties share some responsibility, you may agree to split the loss. For example, the seller keeps part of the amount to cover costs, and the rest is refunded to the buyer.
Whatever the agreement, make sure it’s clear to both parties, and ideally documented in the AirsoftBazaar chat for reference.
Releasing the payment
With buyer protection, the payment is only released once the buyer confirms delivery. If the package never arrives, the buyer simply does not confirm, and the funds remain in escrow.
Once a solution is agreed upon, the transaction is handled accordingly:
Package delivered after all? The buyer can confirm receipt and the funds will be released to the seller.
Agreed refund? Let us know via support or the contact form. Once both parties confirm, AirsoftBazaar will issue the refund from the escrow account.
Partial agreement? If both parties agree to a partial refund or split, AirsoftBazaar can process this as well, as long as it’s clearly agreed upon in writing.
Final thoughts
A delayed or missing package is never ideal, but thanks to AirsoftBazaar’s buyer protection, both buyer and seller are covered. As long as you stay in communication and follow the steps above, you’ll usually find a fair and safe resolution — with no risk of losing your money while investigating.
Still stuck or need help finalizing an agreement? Feel free to reach out to our support team. We're happy to assist where needed. In the meantime, rest assured: your funds are safe, and your transaction is protected.