Order ORD-291406 is OUT_FOR_DELIVERY with tracking TRK-7789-JO. Ahmad’s courier calls: nobody answers at the address. There is no “failed delivery” button in the app — and being clear about that is the point of this example.
Starting point
Honest baseline first: the Seller app has no in-app reschedule or failed-delivery flow for FBS. The item simply stays OUT_FOR_DELIVERY until Ahmad updates it — to DELIVERED when it is truly delivered, or to CANCELLED if fulfillment definitively fails. Everything between those two updates (retry attempts, calling the customer, redelivery timing) happens between Ahmad and his own courier, outside the app. FBS means the delivery leg is genuinely his.
Navigation path
Orders›In Delivery›ORD-291406
Steps
- Leave the status alone. Do not touch Delivered — the parcel was not delivered. The status staying
OUT_FOR_DELIVERYis the truthful state. - Coordinate the retry yourself. Ahmad asks his courier to attempt again tomorrow and tries to reach the customer by phone. This is entirely off-app — that is normal for FBS.
- If a retry succeeds, click Delivered as usual. Case closed.
- If delivery finally fails (repeated attempts, unreachable customer), take the parcel back, then use Cancel Order from the order — the confirmation asks for a reason; “Customer Request” fits a customer who never received/accepted delivery. Then open a support ticket (below) so the platform side — order record and any customer-refund handling — is coordinated. The financial details of this step are covered in a dedicated Finance guide coming soon.
What you should see
…on a successful retry, or, on final failure:
There is no intermediate FAILED or “rescheduled” status — if you see the item at OUT_FOR_DELIVERY for days, that is just the app reflecting that Ahmad has not reported an outcome yet.
A common mistake
Marking the item Delivered to “clear the queue” while the parcel is still with the courier. That tells the customer and the platform the goods arrived when they did not — it corrupts the record, invites a complaint, and turns a routine retry into a dispute. Update statuses only when they are true.
When to contact support
Open Support›New Ticket → Shipping & Fulfillment → FBS Shipping Issue → Self-delivery issue when the failure is final or the customer is unreachable, and before/right after you cancel. Include the order number, tracking number, the attempted delivery dates, and what the customer said if reached. If the customer claims non-receipt of a parcel you believe was delivered, use Orders → “Customer says not received” instead.