The seller isn't responding.

Overview

If the store isn't replying to your messages, give it a bit of time first, then nudge them again. If they still don't respond and something needs sorting, support can step in.

What to try first

• Send a fresh message. A new message pushes a new notification to the store — sometimes that's all it takes.
• Give it a day. Most stores get back within a business day.
• Keep it in the order chat. Support relies on that history when they mediate.

When to escalate

Get support involved if:

• You've messaged more than once and heard nothing for a couple of days.
• The order is stuck (not shipped, wrong item, damaged) and needs a decision.
• You're waiting on a refund or a return arrangement.

How to escalate

1. Contact our support team.
2. Include your order ID.
3. Say what's wrong and what you're trying to resolve.
4. Attach photos if the issue is about the item.
5. Share a summary of what you've already sent the store.

Support will reach the store on your behalf, and if the store still doesn't engage, we can step in to resolve the order (including issuing a refund to your Javern Wallet).

For orders stuck at "Awaiting Vendors Approval"

If the store never accepts the order, it auto-cancels after 72 hours and refunds you automatically — see Why is my order pending?.

Still need help?

If this didn't fully answer your question, contact our support team and we'll follow up.