The order process

When a buyer adds your product to their shopping cart and checks out, an order is placed. At this time, you can‘t add additional products to the order anymore. If the buyer requests to do so, you can instruct them to place a separate order for the product. After a buyer places an order, Hallibay processes their order following these steps:

1. Hallibay places the order in Pending status. The quantity available for the listing is subtracted from your quantity in Products. If there was a quantity of one at the time the order was placed, the listing will be removed from the Hallibay offer page and appear in Products with a quantity of zero while the order is being processed.
2. Hallibay verifies the order. Hallibay attempts to validate the buyer’s payment method and order details. At this stage, you will see one of three different status types in Manage Orders:
   • Unshipped Payment verification is successful. See step 3.
   • Pending Payment verification is initially unsuccessful or extended. In some cases, our payment and order detail verification processes may extend order processing times, potentially for as long as 21 days. Pending orders should not be shipped, even if the buyer contacts you directly. If a buyer contacts you while an order is in Pending status, refer them to Hallibay Customer Service for more information.
   • Canceled An order gets canceled by Hallibay if payment authorization does not succeed or in cases of fraud. Hallibay will not notify you when an order is canceled, other than recording the order as canceled in Manage Orders. No further action is necessary. If a buyer contacts you about a canceled order and you still have available inventory, you can invite them to place a new order on Hallibay.

    

3. When payment is verified on an order, Hallibay does the following:
   
   1. Changes the status to Unshipped
   2. Sends an order confirmation to the buyer with the estimated delivery date
   3. Sends an order notification to you

   Note: Do not rely solely on email notifications for order confirmation. Check Manage Orders or the Orders reports for unshipped orders at least once a day.

   If an order is delayed because of Hallibay’s processes, we will provide the buyer with a new delivery date based on the date the order is released from Pending status.

4. You process the order. Once an order is in Unshipped status, you must either fulfill or cancel the order. Keep in mind that buyers can leave feedback on seller-canceled orders. Hallibay expects sellers to maintain accurate inventory levels. Failure to adjust your inventory in a timely manner can lead to excessive pre-fulfillment order cancellations. For information on how we factor canceled orders into your overall performance, see Cancellation Rate.
5. Get the delivery address in one of these locations:
   • The Order Details page
   • The Orders report
   • The Unshipped Orders report

    

   1. Ship the order to the buyer using the delivery address.In case the buyer asks to ship an order to a different address, the way you handle the situation depends on whether you have shipped the order. If you have not yet shipped the order, request the buyer to cancel the order. The buyer can then return to Hallibay to place a new order using the correct address. If you have already shipped the order to the address provided with the order, consider the following solutions:
      • Contact the shipping provider to see if you can retrieve the package.
      • Attempt to contact the current resident at the shipping address where you sent the package to or ask the buyer to do so. The current resident may be willing to refuse delivery or forward the package to the buyer.
      • If the item is not returned to you or forwarded to the buyer, then the decision to issue a refund is up to you. You have the option of providing a partial refund minus your shipping costs.

      For future orders, consider using package tracking or purchasing insurance from your shipping carrier if you are concerned about absorbing the cost of a lost shipment.

      Note: You must confirm shipment of the order with Hallibay within 7 days of the ship date. Otherwise, Hallibay will automatically cancel the order and you will not be paid even if you shipped the order.

To learn how to handle the situations when buyers want to return or cancel an order, refer to Manage seller-fulfilled returns or Order cancellations.