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To ship a marketplace sale, pack the exact item sold, weigh the packed box, buy a tracked label, drop it off on time, and send the buyer the tracking number the same day. Fast, clear communication prevents most disputes. That habit protects your seller rating too.
Re-read the listing first, especially if you sell similar items in different colours, sizes, or conditions. Shipping the wrong variant is a common marketplace mistake, and it is entirely avoidable. Check the order details for any buyer note: a gift message, a delivery instruction, or a request to leave the parcel somewhere specific. If a note asks for something you cannot do, message the buyer before you ship, not after.
Confirm the shipping address from the order itself, not from a chat message or an old address. Marketplace orders sometimes carry a different address than the buyer's profile, such as a workplace or a gift recipient. Ship to the address on the order unless the platform itself lets you change it safely. Shipping to an address a buyer typed in chat, outside the order, can void seller protection on some platforms.
Check the handling time you promised. Many platforms set a dispatch window, and missing it can hurt your seller rating even if the parcel later arrives fine. If you cannot meet the window, message the buyer early with an honest date. Most buyers accept a short delay when they hear about it first; few accept silence followed by a late parcel.
Pack for the marketplace, not for a friend. A buyer judges the whole sale by the box: condition on arrival, packing care, and whether the item matches the photos. Wrap fragile items separately, fill empty space, and use a box that fits without forcing the item in. A box that is too large invites shifting; a box that is too small invites crushing.
Take photos before you seal the box: the item, the packing, and the sealed box with the label. These photos are your evidence if a buyer claims damage or a missing item. They also help you improve your packing over time, because you can see which parcels arrived with complaints and which did not. Keep the photos until the buyer confirms delivery and the return window closes.
Include only what the listing promised. Extra flyers, business cards, or unrelated samples can annoy buyers and, on some platforms, break the rules. A short thank-you note is usually welcome. A stack of marketing material is not. When in doubt, ship exactly what was sold, well packed, and nothing else.
| Stage | Do this | Why it matters |
|---|---|---|
| Before packing | Match item, variant, and order address | Prevents wrong-item disputes |
| Packing | Photograph, cushion, tape all seams | Protects the item and your claim evidence |
| Labelling | One clear label, flat on the largest side | Avoids scan failures and misrouting |
| Drop-off | Drop off before the cutoff, keep the receipt | Proves dispatch date if tracking lags |
| After drop-off | Send tracking, answer promptly | Builds trust and cuts "where is it" messages |
Use a tracked service for every sale, even a cheap one. Tracking is what lets you prove dispatch, lets the buyer follow the parcel, and lets the platform resolve a "not received" claim in your favour. An untracked parcel that goes missing leaves you with no evidence and a refund to pay. The small saving is never worth that risk.
LetterAgent labels are Canada Post Xpresspost labels, Canada-only, flat-rate, up to 5 kg, quoted up front, with a label PDF after a one-time Stripe payment. That fits many Canadian marketplace sales: a book, a small electronic item, clothing, or a collectible within the weight limit. If the buyer is outside Canada, or the packed box weighs more than 5 kg, LetterAgent cannot cover it, and you will need a marketplace label, a carrier label, or a courier route instead.
Some marketplaces offer their own labels with built-in tracking upload. If you use a marketplace label, the tracking often uploads automatically, which saves a step. If you use an outside label, upload or message the tracking number yourself, the same day, and keep the drop-off receipt. Do not wait for the buyer to ask.
Send three messages, short and factual. First, on dispatch day: the parcel is shipped, here is the tracking number, and here is the service used. Second, only if something changes: a delay, a tracking stall, or a delivery attempt that needs pickup. Third, after delivery: a brief thanks, and an invitation to reach out if anything is wrong. Do not flood the buyer with updates for every scan; tracking already shows those.
If tracking stalls, check it yourself before the buyer worries. A gap between scans is normal on a long leg, but a parcel with no movement past its expected window deserves a carrier inquiry. Tell the buyer what you found and what you are doing about it. A seller who investigates first earns far more patience than a seller who replies with a guess.
If a parcel arrives damaged, ask for photos right away, and keep your own packing photos ready. Apologise plainly, offer the remedy your platform requires, and file any carrier claim promptly, since claim windows close. A calm, fast response to a damaged parcel often saves the sale relationship, even when the parcel itself cannot be saved.
Ready to ship it? Get a shipping label with LetterAgent: describe it to your AI assistant, approve the exact quoted price, and get your label.
LetterAgent is a working name. Prices include print, postage, and our service fee. US prices in USD, Canadian prices in CAD (Canadian prices exclude applicable sales tax, added at checkout). Currently in private testing.
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