Order Page FAQ

For both buyer and seller, a proper understanding of the order page will help create a more seamless transaction with quicker processing and fewer complications. Read below for our most common questions about how an order page should operate.

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Buyer Questions:

I just placed an order - what do I do now?

What do the different order statuses mean?

Can a buyer update the status of an order?

My seller isn’t responding and hasn’t updated my order, what should I do?

How can I get a copy of my invoice? 

Seller Questions:

What do the different order statuses mean?

How can I update the status of an order?

Why can’t I change the status of an order?

How can I merge multiple orders together?

How do I accept an offer?

How do I cancel an order?

What are my cancellation options?

How can I re-list an item after I cancel an order?

How can I note a refund on the order page?

How can I remove an item from an order page?

Why was an invoice automatically sent to my buyer?

What are Automatic Shipping Policies?

The buyer’s address on the order page is different than PayPal. What should I do?

How can I purchase and print shipping labels via Discogs?

How do I cancel a Discogs shipping label?

 

Buyer Questions:

 I just placed an order - what do I do now?

Congrats with your first order! If the seller uses automatic shipping policies, you should see this once you've made your purchase:

 2018-03-06_15-05-16.png

Click on the checkout button to send payment.

If the seller has chosen to manually issue their invoices, then you will have to wait until they send it to you. Once they issue you the invoice, the status of the order will update to Invoice Sent. You should then see a checkout option available on the order page:

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If you have placed an order but after four days not yet received an invoice to pay, please leave the seller a message on the order page asking for an update. Some sellers choose to use manual invoicing, and in those cases, we expect these sellers to update an order with an invoice within 96 hours (most respond more quickly). However, if a seller has not updated an order with an invoice after four days, please contact them through the Seller Not Responding feature, available directly on the order page at that time.

Please note that, when placing the order, you as the buyer:

  • are expected to pay for your order within four days once you have received an invoice. By placing an order, you commit yourself to paying for it as well.
  • are expected to communicate with the seller on the order page.

You can read all about your responsibilities as a buyer in the Sales & Transaction Policy.

Here’s a video showing the order process from the perspective of a buyer:

https://www.youtube.com/watch?v=e7hZTOrg4To 

Can a buyer update the status of an order?

No. Only the seller has the ability to progress an order through the various statuses. If you are waiting for your invoice and haven’t yet received it, or if you wish to cancel your order, please write to the seller on the order page requesting that he update the order. Note that the seller will choose the cancellation type that best suits the situation. 

My seller isn’t responding and hasn’t updated my order, what should I do?

If it’s been more than four days since the last update from your seller, you should file a Seller Not Responding report. This starts an automatic process which alerts the seller you are awaiting their next action. If they fail to respond within four days of this report, their ability to sell on the Discogs Marketplace will be blocked until they resolve your issue.

Please note that this feature is only possible after four days of inactivity from the seller and on orders no older than 90 days.

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How can I get a copy of my invoice?

In fact, there is no actual invoice on a Discogs order. The status Invoice Sent simply means that the seller has set the shipping costs and the order is ready to be paid. Payment is made separately, whether via PayPal, bank transfer, or any of our other various available payment methods. As such, there is no invoice that is associated with an order page.

If you are a seller and wish to access your sales fee invoices, that can be done from the billing page.

 

Seller Questions:

 What do the different order statuses mean?

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New Order: The default status that Discogs sets on all new orders. Here, the seller will need to manually send the buyer an invoice before the buyer can pay. If the seller has an automatic shipping policy in place, the New Order status will be skipped and will instead automatically be set to Invoice Sent.

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Buyer Contacted: An order updates to Buyer Contacted automatically when a seller posts a message on an order in New Order status. There is no need to select this status.

 2018-03-06_15-06-56.png

Invoice Sent: This event indicates that the seller has added a shipping price and sent an invoice to the buyer. The order is ready for payment.

 2018-03-06_15-07-02.png

Payment Pending: An order is automatically updated to Payment Pending if the buyer uses the “Checkout using PayPal” button on the order page to send their payment. Please note that the seller should not use this status as a reminder to the buyer to submit payment; Invoice Sent is the only order status where a buyer can send payment.

After the payment is sent, the seller will need to confirm it. If the payment clears but is not confirmed by the seller, the buyer can message the seller directly on the order page. 

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Payment Received: The seller should change the order to this status once the payment has been received/cleared. At this status, the seller is preparing the order for shipment.

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Shipped: The seller should set the order to this status once the order has been shipped to the buyer. If applicable, be sure to post the tracking number on the order page!

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Merged: The seller has merged this order with one or more orders with the same buyer. This helps keep track of all items ordered by the same buyer!

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Cancellations: The order has been cancelled, either by the seller or automatically after no payment was received. Please read further in this document to learn more about order cancellations, and regarding how refunds work on an order page. 

How can I update the status of an order?

  1. From the Orders page, click on the link for the order number you want to update.
  2. Use the green button below the order table to advance the order state.
  3. You can add an optional message in the pop-up before confirming the status change.

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Why can’t I change the status of an order?

There could be a few reasons you are unable to change the status of your order:

  • Changing order status after 90 days is not possible.
  • If the order was cancelled as Item Not Available, it’s not possible to put the order back to an active status.
  • If you’ve removed an item from the order, you cannot cancel it as Non-Paying Buyer.
  • As a seller, you cannot progress an order backwards. So for example, if an order is already in Payment Pending, but you wish to set the order to Invoice Sent, you will have to contact Discogs Support for help.
  • If you are trying to cancel an order but unable to do so, it’s likely that Discogs has already invoiced you for this order. Sellers cannot cancel an order once they have been issued an invoice with that order on it. Once again, please contact Discogs Support for assistance.
  • Remember that only sellers can change the status of an order. If you are a buyer and want to see the order status updated, write to your seller on the order page. If they don’t respond within four days, you can file a Seller Not Responding report. 

How can I merge multiple orders together?

When a buyer places more than one order, the seller can merge these orders together into a single order. A new order page will be created, with the earliest order date from the merged orders assigned to the new order. To merge multiple orders together:

  1. Click on the Marketplace drop-down menu.
  2. Under "Sell Music," go to the Orders page.
  3. Select the checkbox next to each order to be merged.
  4. Click the "Merge Orders" button.

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Please note that once orders are merged the action cannot be undone.

Requirements for merging:

  • Selected orders must be from the same buyer.
  • Cancelled orders cannot be merged.
  • If we've invoiced you for an order it cannot be merged.
  • If you've removed Items from one of the orders, it cannot be merged.

How do I accept an offer?

As a seller, you can use the "Allow Offers" feature to let buyers know that you are willing to consider a lower offering price on an item.

When listing a new item, or editing already listed item(s) for sale, you can select the "Allow offers on this item" checkbox. The "Enable offers on all items" link located at the bottom of the edit page can be used to allow offers on many items at once.

After an offer is made:

  1. You will be notified that there is a pending offer by either email, your Discogs inbox, and/or on top of the order page.
  2. You have 5 days to accept or decline any offers made
  3. If the offer is accepted it will be converted to an order at the accepted offer price and then you and the buyer will receive order/purchase confirmations as with a normal order.
  4. If the offer is declined, or not responded to, the person who made the offer will be sent an automated message informing them that the offer was declined. The declined offer will disappear from the Seller's Order page.

Rules:

  1. A single buyer can only make 1 offer per item.
  2. A buyer that was previously declined can make a new offer on the same item only if a seller re-lists an item for sale (the item then needs to have a new listing ID).
  3. There can be multiple offers by different buyers on a single item at any given time.
  4. While an offer is pending (not accepted) on an item, that item may still be purchased by any buyer in the Marketplace.
  5. If you edit an item while an offer is pending it will be declined.
  6. If a buyer requests cancellation of an order after you've accepted an offer, note that relisting that item for sale from the order page will set the item's price at the level of the buyer's offer. To restore the original listing price of the item, please relist from your inventory page.

How do I cancel an order?

Orders can be cancelled via the order page (so long as you haven’t been invoiced for that order). Discogs does not invoice sellers for cancelled orders. If orders are cancelled after the fee invoice has been paid, a fee credit will be issued.

  • Note: Only sellers can cancel an order via the order page. If you are a buyer and wish to cancel an order, please write to your seller on the order page.

To cancel an order:

  1. From the Marketplace drop-down menu, click on Orders, under "Sell Music".
  2. Click on the link to the order number you want to cancel.
  3. On the Order page, click the “Cancel” button located at the top of the order page.
  4. Select the appropriate cancellation option and submit the pop-up.
  5. Leave the buyer a message explaining why the order was cancelled.

 2018-03-06_15-07-51.png

What are my cancellation options?

Non-Paying Buyer - The buyer has not paid for this order after 4 days of having the ability to pay. Automated negative feedback is left for the buyer with this cancellation status. The feedback will state: "No payment received from buyer after # days". Buyers who receive this automated negative feedback cannot leave feedback in return.

  • You may cancel an order as Non-Paying Buyer only if you have invoiced the buyer, not modified the order in any way, given the buyer 4 full days to make payment, and the order has not yet been invoiced for Discogs sales fee invoice.

Item Unavailable  - Some or all of the items in this order are unavailable. No negative feedback is left for the buyer and the option to leave the buyer feedback is removed. The buyer can still leave positive, neutral or negative feedback for the seller. The items on orders cancelled as Item Unavailable, will automatically be removed from the seller's listings and cannot be automatically re-listed.

  • Orders should be cancelled per Item Unavailable when one or more items in an order are missing, sold or not available to a buyer for any reason. This cancellation option also applies to orders where shipping costs turns out to be more expensive than what is stated in the Seller Terms when the buyer placed the order.

Per Buyer's Request  - The buyer wishes to cancel this transaction. The order is cancelled by the seller, per the buyer's request. This cancellation option is at the discretion of the seller. The option to leave feedback is left open for both buyer and seller.

  • If you are unable to cancel an order, due to already being billed for it, please use the support request form to request an invoice adjustment (include the order numbers that you have want cancellation for). 

How can I re-list an item after I cancel an order?

You can re-list items from either your Inventory Management page or directly from the order page.

  • From the Inventory Management page, check the box next to the item you want to re-list, and then click "Mark for Sale".
  • From the order page, you can re-list items once the order is cancelled. From the order page, check the box next to the item, and then click "Relist item(s) For Sale". If the cancelled order included multiple items and you want to re-list all of them, simply check the top "Select All" box and then click "Relist item(s) For Sale".

Note: You will not be able to re-list an item from an order that was cancelled as "Item Unavailable". 

How do I note a refund on the order page?

Sometimes it will be necessary for a seller to provide a partial or full refund for an order. In that case, it is possible for buyers and sellers to assist each other in confirming the refund in order to automatically credit back the sales fees for the seller.

To mark a refund on the order page:

  1. Before using the "Mark as Refund Sent" feature, be sure that you have issued the refund through the original payment method. For instance, if the buyer paid with PayPal, you will need to send a PayPal refund to the buyer for the relevant amount.
  2. On the order page, click the "More" button and select the "Mark As Refund Sent" option:
  3. A pop up will ask you to enter the total amount you're refunding.
  • Note: The "Mark as Refund Sent" order status is available only to sellers when an order is marked "Payment Received" or "Shipped".
  • If the refund includes cents, don’t forget to us a dot ( . ) and not a comma ( , ) to separate the dollars and cents. This applies to all currencies.

How can I remove an item from an order page?

Sellers can remove individual items from an order directly on the order page. This is done by:

  1. Selecting the item(s) to be removed from the order using the check box next to the item(s) in the order.
  2. Selecting the “Remove Item(s)” button.

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The buyer will be notified of the removal. Items removed from an order can be re-listed for sale on the Inventory page. If not re-listed, they remain marked as "sold" but no fee will be charged to the seller.

After an item or items are removed from an order, the seller will no longer be able to edit the order. Further adjustments will need to be made by support staff, via a support request.

Removing items also removes the option to cancel the order as "Non-Paying Buyer." To have the order cancelled due to non-payment, the seller will need to contact support staff. 

Why was an invoice automatically sent to my buyer?

If an invoice was automatically sent on one of your orders, then you have Automatic Shipping Policies set in place. Check your Shipping Settings to confirm!

You have Automatic Shipping Policies in place for one of two reasons: Either you manually added them from your Shipping Settings, or you once clicked this checkbox on an order page:

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Clicking that box will create a shipping policy based on the media format and buyer’s country. Using the example from this image above, if the checkbox was clicked, moving forward, any time a UK buyer purchased a Vinyl (Large), an invoice with €10 shipping costs would automatically be issued.

If you do not wish to have this shipping policy in place, simply delete it from your Shipping Settings. 

What are Automatic Shipping Policies?

Automatic Shipping Policies allow you to skip the step of manually adding shipping prices and setting the order status to Invoice Sent. With Automatic Shipping Policies in place, buyers can send you payment directly without having to wait for your manual input.

For more information about the different types of shipping policies we offer and how to create them, please see our Seller FAQ page. 

The buyer’s address on the order page is different than PayPal. What should I do?

The best thing to do in this situation is to establish contact with the buyer. There are many reasons why a buyer may have two different addresses, and it’s best you clarify with the buyer which address he or she wishes to use.

If you are unable to reach the buyer, use your best discretion as to what is best for the situation. You may wish to cancel the order as Item Not Available, to avoid any postal complications. If you do wish to send the item, note that PayPal will only offer you financial protection as a seller if you have sent the item to the address registered on the buyer’s PayPal address. For this reason, we often advise sellers to send the package to the address listed in PayPal. 

How can I purchase and print shipping labels via Discogs?

Sellers in the U.S. can buy postage from the U.S.P.S. and print shipping labels directly through the Discogs website.

To purchase domestic or international postage for an order you have received:

  1. Navigate to the order page for which you would like to purchase postage.
  2. Click the blue "Buy Shipping Label" button.
  3. Complete the information on the Purchase a Shipping Label page, then click the green "Confirm Details & Select Shipping" button.
  4. Use your printer to create the shipping label.
  5. Once the shipping label is paid for and printed, all you need to do is affix it to the order packaging, then schedule a postal pickup or deposit it in a U.S.P.S. dropbox.

You can review and manage shipping labels that you have purchased through Discogs by going to an order page and clicking the "View Or Cancel Shipping Labels" button.

Note: At this time, this feature is only available to sellers in the U.S. 

How do I cancel a Discogs shipping label?

If you need to cancel postage that you have already paid for through the site, follow these steps to receive your refund:

  1. Navigate to the My Labels page.
  2. Then, from the Shipping Label panel, click the "Cancel/Refund" link.

Note that a refund will not be given if either:

  • It’s been more than 35 days since you purchased the postage. Shipping labels will be automatically canceled after 35 days of no use.
  • The label was scanned by USPS for delivery. 

                                                                                                                                                  

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