1. Orders pending dispatch

1.1 Introduction

• All our products have a preparation time of 2 to 5 days, depending on the type of product and the warehouse of origin. You can check these times on each product sheet.

1.2 What do you need to know?

If the estimated dispatch date has passed and your order is still pending dispatch, here are some possible reasons why:

• Pending Payment / Validation
  Check in your Control Panel if the order is marked as pending validation. If you paid by bank transfer, the process can take up to 72 hours. Speed it up by attaching the proof of payment in the order list.
• Lack of Export Invoice
  For orders outside the EU, it is essential to attach the export invoice. See the Academy to learn how to create and attach it in the Control Panel.
• Order in Process
  If the status indicates In Process and more than 2 business days have passed with no updates, please contact our team for an update on the status of your order.
• Cancelled
  We handle orders chronologically in order to be completely fair to our customers. If your order has been cancelled by us, it means that it was not possible to deliver it on time. We apologise in advance. 

We remind you that in this case, you can send us a ticket for more details.

2. Orders in Transit 

2.1 How to track your order

• If your order has already been dispatched, you will always find the tracking number in the “Tracking” tab of your Control Panel. We recommend that you check the status of your order on the agency’s website for more details. Please note that the tracking needs at least 24h to be updated after shipment.

2.2 When should I contact us?

• If the information on the carrier’s website does not allow you to know the delivery date or mentions any incident, we recommend you to open the following ticket: Order not received > Order still in transit. Our Logistics department will contact the agency to speed up your delivery.

2.3 How to obtain proof of delivery

• If the order appears to have been delivered, you can request proof of delivery by means of a ticket: Order not received > Request proof of delivery.
• If your end customer claims not to have received the order despite the proof of delivery, we will provide you with the Affidavit, which the customer must fill in and return to you, together with their ID card. You can attach these documents to the same ticket so that we can ask the agency to start an investigation. This process may take a few weeks depending on the workload of the agency.

3. Cancel order

• We recommend that you open the following ticket Order not received > Cancel order as soon as possible so that we can try to stop your order.
• Only orders that are not yet in preparation can be cancelled.
• We do not offer the option to place test orders, if you place an order it will be dispatched.
• Standard Shipment orders are shipped from secondary warehouses where orders are continuously prepared by a fully automated preparation process. All validated “Standard Shipment” orders are dispatched without the option to cancel them. In these cases your end customer must refuse delivery.

4. Fulfillment marketplace

1. Place the order from the B2B catalogue, just like any other BigBuy catalogue, indicating the address of the Marketplace warehouse as the delivery address.
2. When doing so, remember to tick the box to activate delivery to the fulfilment warehouse. If you do not see this selector, please contact customer service to activate it.
3. When you receive the email confirmation of this order, open a ticket for the logistics department with the reason “Order not received> Fulfillment marketplaces” through the BigBuy contact area indicating that it must be delivered to the marketplace warehouse.
4. This must be done immediately after placing the order to prevent the order from being handled automatically by the usual protocol.
5. We will reply with the delivery note of the contents and inform you how many boxes the order consists of.
6. Prepare the corresponding number of labels (one per box) and attach them to the open ticket.
7. We will attach the labels to the boxes and send them to the Amazon warehouse address you have indicated.

You can find more information about this here.

5. Additional information and recommendations

• If this is your first time with BigBuy, we suggest you extend the preparation time in your sales channel. This way you will be able to adjust your catalogue and market to the average times, progressively reducing them to exceed delivery expectations.
• Keep in mind that end customers have a 14-day withdrawal period by law.
• Tell your customers to check their parcels as soon as they arrive so that, in the event of an incident, you can inform us as soon as possible.
• Always indicate that delivery times are approximate, so that your end customers are informed in case of delay.
• We recommend that you keep an eye on the tracking tab within the order in the BigBuy Control Panel, as this is where you will receive updates from the agency. If you need more information, you can always go to the transport agency’s website.
• It is important that you indicate to your end customers that it is not possible to cancel an order that is already in preparation.
• We remind you that address corrections are possible as long as the state of preparation of the order allows it and as long as the postcode is not modified, as this would affect the shipping costs.