Buyer claims untracked package never arrived. What do I do?
EDIT: Thank you for the replies!
Somewhat glad to hear that it is not uncommon that an envelope can take several weeks to arrive.
I will wait the 30 days and if the card has not arrived at that time, I will refund the costs and ask if the buyer can mark the purchase as arrived so my account does not take a hit.
Think this will be the best and fair for both parties.
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Hi there.
I'm new to selling on Cardmarket and don't know what to do with the following situation.
Created a timeline for clarification
01.08.2026
Created my Cardmarket account and listed my cards.
07.08.2026
Got my first sale. Buyer is from spain and bought WITHOUT tracking.
08.08.2026
Since it was my first sale I checked the adres 10 times and made sure it was correct.
Also wrote down the senders adres (small letters, abck side of envelop)
Deliverd the envelop with card (worth €8) in de mailbox.
Take note, this was on Saturday and the mailman processes the mail on Monday.
Average delivery time from NL to Spain is 3-4 business days.
16.08.2026
Message from buyer that card has not arrived yet.
This was 5 business days after I deliver the card to the post office.
I suggested the buyer to wait a couple more days, might be some delay.
19.08.2026
I messaged the buyer to ask if he could give me an update regarding the post.
He/She declared that the card still did not arrive.
He/She also inquired of the mailman about a package and the mailman said it had not seen anything the past few days.
What do I do now?
- Wait longer?
- Refund whole amount
- Refund half amount
- Refund nothing
- Contact card market support?
One odd thing is that the buyer created his account the same day he made the purchase. This is the only purchase he made since then.
I feel sorry for the buyer if his first purchase whould be a failure.
On the other hand, I find it kind of suspicious that this is a new account with only one purchase.
However, can't image you would go through al this for only a €8 card.
Extra info:
I'm a private seller and I think I'm not obliged to refund.
I know I should've taken a picture from the adres on the envelop. Did not think of this at that time.
I don't mind the €8 but I'm frustrated that the first sale would be a "did not arrive" sale + would feel abd if the buyer is genuine and this would be his first experience.
TLDR:
I'm new seller (NL) (1st sell) on cardmarket.
New buyer (SPAIN) (1st purchase) bought my card of €8 without tracking.
Buyer claims package did not arrive (11 days later).
No agreement has been made yet.
Do you have similar experiences?
What would you recommend me to do?
Thank you guys.