All your purchases are shown when you click on the "My Purchases" link at the top of the menu.
On the "My Purchases" page you will find something similar to the following:
At the top of the page, there is a filter that allows you to quickly locate specific purchases you have made.
The results of your search will appear under the filter bar. The purchases that aren’t finished and require some action on your part are accompanied by the message "Action required, see the details." You can check the details and the status of a purchase by clicking on "Show details", this action will display the content of the purchase, which will be similar to the one shown below:
The information shown can be grouped into four different blocks:
- Purchase summary ⇒ Information about the purchase date and status, the number of items and related costs.
- Shipping address ⇒ Buyer's shipping address, this is the information that has been sent to the seller. In case you detect an error, you should contact the seller as soon as possible (through messages) to avoid losing the shipment.
- Shipping method ⇒ Shipping method that you selected while purchasing the coins.
- General information ⇒ Information about the purchase status. In this section you will find the username of the seller through which you can contact him if necessary.
At the bottom of the page you will have an action button, that may or may not be enabled depending on the state of the purchase.
The buyer and the seller are notified of changes in the status of an order by email.
Possible states of a purchase
- Not sent
- Not Received
- Pending - Multi-currency payment
- Pending - Seller account is not active
- Failed - Does not accept the currency
- Failed - Same email buyer and seller
- Received automatically
- Not received automatically
You have paid the order but it has not been sent by the seller yet. In case you need to provide some additional information about the shipment or have any questions, you can contact the seller through the messaging system.
As soon the seller ships the coins, he will mark the order as sent, and you just have to wait for the package to arrive at your address. When you receive the coins, you can mark the order as received and evaluate the seller. After 30 days without having received the package, you can begin the process to request a refund in case you have chosen a certified shipping method.
You have received the package on time, you will be able to see the evaluation that you left to the seller.
You have marked the order as not received. It is time to contact the seller to find out what has happened with the package and solve the problem. In case you have selected certified shipping, it is possible that the transport company will provide financial compensation to the seller when a loss happens. However, you have the possibility to request a refund using the PayPal refund system. To facilitate the refund we recommend you contact the seller as soon as possible.
Pending - Multi-Currency Payment
The purchase has been processed correctly but the seller has to accept the payment. This happens when the seller has another currency set in his PayPal account. You can get in touch with him to let him know about this. In case the seller hasn’t accepted the payment after 30 days, the money will be automatically reimbursed to your PayPal account.
Pending - Seller Account is not Active
The purchase has been processed correctly but the seller does not have his PayPal account active. As long as the seller doesn’t activate the account, the purchase process will not be completed. You can contact him through the internal messaging system to notify him of this situation. In case the seller doesn’t activate his account after 30 days after payment, the money will be automatically reimbursed to your account.
Failed - Does not Accept the Currency
The seller does not accept the payment in Euros, and the purchase could not be completed. You can contact the seller to notify him and see if he can modify his PayPal settings. After that you can make the purchase again.
Failed - Same Email Buyer and Seller
This situation happens when you and the seller are using the same PayPal email. Please check in your profile that you have your email set correctly. If so, contact the seller to see why he has the same PayPal account.
It has been 45 days since the seller made the shipment and you have not made any action on the order. In this situation, the order is marked as "automatically received." The system will leave a high evaluation for the shipment automatically.
Not Received Automatically
It's been 10 days since you made a purchase and the seller has not sent the coins. The order will be marked as “Not received automatically” and you can start the refund process through PayPal.
The payment of an order has been reimbursed. This refund could have been due to several causes:
- The seller has not sent the package
- The package has not arrived and you have chosen a certified shipping method
- The coins he sent you aren’t the ones you bought
An order reaches this state if there is a pending multi-currency payment and the seller has declined the payment. We recommend that you contact him, in case there has been a mistake, to recommend him to set up his PayPal account and accept payments in other currencies. In case you were still interested in the coins you can try to make the purchase again.
There was an error processing the order, please contact firstname.lastname@example.org so that we can correct it as soon as possible.
If you have any questions regarding your purchases or sales, please contact technical support at email@example.com.