What to do if the order is lost

The Market compensates money for orders that are lost on the way to the buyer or back, returning to you or to the Market warehouse. Compensation occurs automatically or after filing a claim, depending on the situation.

Automatic compensation

The cost of the lost order is compensated automatically if you sell on the Market to individuals and work according to the FBY or FBS model. This happens in the following cases:

• the order was lost on the way to the buyer;
• the order was lost on the way back if the buyer refused to receive it.

40 days after the order has changed to the status Cancelled The Market checks it within 7 business days and then transfers the order to the status Sent for compensation. After that, the compensation will be credited within 7 business days. The time frame for crediting money depends on your bank.

The market will compensate for the cost at which you sold this product. For example, if the product cost 1000 rubles, and the buyer paid 800 using Plus points, 1000 rubles will be returned to you.

If the order is lost while in the status Ready to be issued The Market does not compensate the money automatically. In this case, you need to file a claim.

How do I find out where my order is located?

Check the order status on the page Orders → Orders and Shipments. Open the tabs In delivery or Cancelled and look for the order in the list or by number. If necessary, change the order dates — by default, the Market shows orders placed in the last three days.

How do I understand that the cost of the order will be compensated?

You will receive an email with the order number and the amount of compensation. The status will appear in the list of orders and on the page of this order Sent for compensation.

Compensation after filing a claim

In other cases, you need to file a claim to receive compensation.

• The order was lost after the buyer made a refund.
• You are working on the Express model.
• You sell on the Market to legal entities on the showcase business.market.yandex.

Deadlines and templates are in the article Submit a claim.

If the order was found

If the order is still found, it is returned as a regular non-purchase: see the conditions for the FBY model and for the FBS model.

If the Market has already paid compensation for the lost order, its amount will be deducted from new customer payments for orders — the Market will definitely tell you about this in the notification.

The Market withholds the amount of compensation only if it was paid automatically, and no more than 180 days have passed from the moment of payment until the order was received or the product was returned for sale.

Example
An order worth 2000 rubles was lost. The market automatically paid the seller compensation for its full value.
A week later, the order was found and the seller took it away as a regular non-purchase. The market will deduct the amount of automatic compensation from the new payments for orders — 2000 rubles.

If the returned order turns out to be damaged, the seller can file a claim within 15 days from the date of withholding compensation. More detailed

Information about deductions can be checked in the account:

• In the report on the page Finance → Financial Reports → On payments.
• In the details of the selected payment order on the page Finance → Payments.
• From the 3rd day of the next month — in the report on the page Finance → Financial Reports → By implementation.