Payment made but the bottle hasn’t shipped yet

f you have completed your payment but have not received any reaction from the seller after multiple days from the date of the purchase, do not worry. Your payment is safe with Whiskybase until the order is properly handled.

Note: Payments on the Marketplace are protected by an escrow system. This means that the money is securely held by Whiskybase and only released to the seller once you have confirmed that the order has arrived and everything is as expected. You can read more about it here.

Start by sending a message to the seller through the order page. Politely remind them that the order has been paid and ask them to confirm when they plan to ship the bottle.

Every message written on the order page sends an email notification to both the buyer and the seller, letting them know there has been an update. Keeping communication open helps avoid confusion and ensures a smoother process for both of you.

Whiskybase also sends automatic reminders to the seller after an order has been paid, encouraging them to prepare and ship the bottle. During this time, you can use the order page messages to share specific delivery instructions, such as preferred delivery days or any details that might help with shipping.

Only if the seller does not respond after more than 7 days since the purchase was made, please contact the Whiskybase Team at support@whiskybase.com. We will get in touch with the seller to help resolve the situation.

In the rare case that the seller remains unresponsive and we cannot reach them, the order will be cancelled and you will receive a full refund.

We understand that this situation can be disappointing, and we do our best to prevent it. Our team follows up with sellers and provides guidance to help avoid similar cases in the future.

Your trust and safety are our top priority, and we are always here to ensure a reliable Marketplace experience for every member of the Whiskybase community.