Experiencing difficulties managing a customer order, preparing a shipment, accessing shipping labels, or resolving a delivery issue?
Rootsy provides sellers with order-management tools and integrates with eShipper to support physical-product shipping and fulfilment.
This guide explains common seller order problems, steps you can take to investigate them, and when to contact Rootsy Customer Support.
1. I Can't Find a Customer Order
If an expected order isn't visible in your Seller Dashboard:
Visit https://www.rootsy.ca and sign in to your seller account.
Open Seller Dashboard → Orders.
Review the orders displayed.
Check any available order status, search, or filtering controls.
Confirm that you're signed in to the correct seller account.
Review any order notifications you've received.
If the buyer has provided an order number but you cannot locate the order, contact Rootsy Customer Support.
Do not prepare or ship a product based solely on an unverified email or message claiming that an order has been placed.
2. My Order Status Is Incorrect or Hasn't Updated
Order statuses help sellers understand where an order is in the fulfilment process.
Depending on the current dashboard, statuses may indicate that an order is pending, processing, shipped, delivered, cancelled, or refunded.
If the status appears incorrect:
Open the affected order.
Review its processing and shipping information.
Check whether any required fulfilment action remains incomplete.
Review any related tracking information.
Refresh the order page.
Contact Rootsy Support if the displayed status still appears inconsistent.
Do not repeatedly submit fulfilment actions or create duplicate shipments while attempting to correct a status.
3. My Order Shows a Payment Issue
Rootsy uses Stripe for marketplace payment processing.
If an order displays a payment warning, incomplete payment status, or another transaction concern:
Review the information displayed for the order.
Check for any instructions or processing notices.
Avoid dispatching the order until its eligibility for fulfilment is confirmed.
Contact Rootsy Customer Support if the status is unclear.
Important: Never ask a buyer to send payment to your personal bank account, by e-transfer, or through an unauthorized payment service to complete a Rootsy transaction.
4. I Can't Process or Confirm an Order
If an order-management action isn't working:
Confirm that you're opening the correct order.
Review its current status.
Check whether the requested action is available at that stage.
Complete any required information displayed by the dashboard.
Look for validation or error messages.
Check your internet connection.
Contact Rootsy Support if the action continues to fail.
The actions available for an order may depend on its payment, processing, or shipping status.
Do not assume that every action is available for every order.
5. My Product Is Out of Stock After Receiving an Order
If you cannot fulfil an order because the product is unavailable:
Review the order details and quantity.
Check your actual inventory.
Confirm whether you can supply the exact item within the required timeframe.
Contact Rootsy Support promptly if fulfilment is not possible.
Follow the authorized cancellation or refund process.
Correct the stock quantity on your product listing.
Do not substitute another product without authorization.
Seller-caused cancellations may result in applicable fees or account action under Rootsy's policies.
6. I Need More Time to Fulfil an Order
Delays may occur because of production problems, inventory shortages, packaging difficulties, or other circumstances.
If your order will not be ready within the expected timeframe:
Identify the cause of the delay.
Review the original preparation or lead time.
Determine a realistic revised preparation estimate.
Contact Rootsy Support promptly.
Follow the instructions provided for the affected order.
Updating the lead time on your product listing does not necessarily change the deadline for an order already placed.
Do not mark an unshipped package as shipped to conceal a delay.
7. I Can't Find or Download a Shipping Label
Rootsy integrates with eShipper to support shipping services.
If a shipping label is unavailable:
Open the affected order in your Seller Dashboard.
Review its current status.
Locate the available shipping or fulfilment information.
Check whether the order is eligible for shipment.
Review any displayed error messages.
Contact Rootsy Support if the expected label or shipping option isn't available.
Label availability may depend on the order's shipping arrangements and the current integration workflow.
Do not purchase an unrelated shipping label without authorization.
8. My Shipping Label Contains Incorrect Information
If a label has an incorrect address, package measurement, or other shipping detail:
Stop before handing the package to the carrier, where possible.
Review the affected order.
Compare the label information against the approved shipment details.
Do not manually alter the barcode or tracking reference.
Contact Rootsy Support for instructions.
Editing the original product listing does not necessarily change a shipping label that has already been generated.
Incorrect labels may cause failed delivery, routing errors, or additional carrier charges.
9. My Shipping Rate Looks Incorrect
Shipping charges can depend on:
Package dimensions.
Package weight.
Shipping origin.
Delivery destination.
Carrier availability.
Selected shipping service.
Applicable shipping arrangements.
If a calculated rate appears incorrect:
Check the product's saved package information.
Confirm the actual packed weight and dimensions.
Review the relevant shipping location.
Check for any available shipping discounts or free-shipping settings.
Note the amount displayed.
Report the discrepancy to Rootsy Support.
Incorrect seller-provided measurements may result in additional carrier costs.
Do not promise customers a shipping rate that has not been confirmed through the approved checkout or shipping process.
10. My Carrier Pickup Was Missed
If a scheduled pickup does not occur:
Review the available pickup information.
Confirm the date and pickup location.
Check whether the parcel was properly prepared.
Review any carrier messages or tracking events.
Keep the package secure.
Contact Rootsy Support if help is needed with the pickup arrangements.
Do not mark the order as shipped until the carrier has actually accepted the parcel.
11. My Tracking Number Isn't Working
Tracking may not become active immediately after a label is created.
If a tracking number shows no information:
Confirm that the number belongs to the correct order.
Check whether the carrier received the package.
Review any pickup or drop-off confirmation.
Check the carrier's tracking information.
Allow for ordinary carrier scanning and system delays.
Contact Rootsy Support if the issue remains unresolved.
A label marked Created does not necessarily mean that the parcel has been shipped.
12. My Tracking Information Hasn't Updated
A shipment may be moving even when no new tracking scan has appeared.
If updates are delayed:
Review the last recorded tracking event.
Check for carrier service alerts or delivery exceptions.
Verify that the package was handed over.
Retain your shipping receipt, where available.
Contact Rootsy Support if the delay requires investigation.
Do not invent tracking updates or provide an unsupported delivery date.
13. Tracking Says Delivered but the Buyer Reports a Missing Package
If a buyer reports non-receipt:
Confirm that the tracking number belongs to the order.
Review the recorded delivery date.
Check any available proof of delivery.
Gather shipment and carrier handoff records.
Contact Rootsy Customer Support.
Cooperate with any carrier or marketplace investigation.
A Delivered tracking status does not automatically prove that the buyer personally received the package.
Refund or replacement eligibility depends on the evidence, circumstances, and applicable policies.
14. My Package Was Lost or Damaged During Delivery
If a shipment is lost or damaged:
Open the affected order.
Review the tracking history.
Gather the label and tracking number.
Locate proof of carrier handoff.
Preserve relevant packaging or product photographs.
Contact Rootsy Support.
Follow the instructions for any investigation or claim.
Rootsy may coordinate with the carrier or logistics provider.
Compensation and carrier-claim outcomes are subject to applicable terms and investigation findings.
Where incorrect packaging, labelling, or shipping information caused the problem, the seller may be responsible for applicable costs.
15. The Customer's Shipping Address Is Incorrect
If a delivery address appears incomplete or incorrect:
Review the original order information.
Do not change the shipping address based solely on an unverified message.
Avoid handing over the parcel until the issue is addressed, where possible.
Contact Rootsy Support.
Follow the authorized address-correction procedure.
If a label has already been generated, a replacement or correction process may be required.
Do not independently redirect shipments to unverified destinations.
16. A Package Was Returned to Sender
A carrier may return a parcel because of an incorrect address, failed delivery attempts, a shipping restriction, or another delivery problem.
If a package is returned:
Review the carrier tracking information.
Check the reported reason.
Locate the associated order.
Keep the returned product secure.
Contact Rootsy Support.
Follow the instructions for reshipment, cancellation, or refund.
Additional shipping charges may apply depending on the cause and applicable policies.
Do not automatically reship the product without confirming the approved arrangements.
17. I Can't Cancel an Order
Cancellation eligibility depends on the order's processing and shipping status, product type, and Rootsy's policies.
If a cancellation control is unavailable:
Open the order.
Review its status.
Check whether a shipping label has been generated.
Confirm whether the parcel has already shipped.
Contact Rootsy Support for guidance.
Rootsy's policy generally restricts cancellations once a shipping label has been generated or an order has shipped.
An eligible return request may be the appropriate process after shipment.
Do not delete the product listing to attempt to cancel an order.
18. A Buyer Is Requesting a Return or Refund
If you receive a return request:
Review the affected order.
Check the delivery date.
Review the customer's stated reason.
Check the applicable product return conditions.
Examine supporting evidence.
Respond through the authorized Rootsy process.
Rootsy's standard return-request period is generally 14 days from delivery, subject to applicable policies and consumer protection rights.
Sellers are required to respond to return requests within 48 hours under Rootsy's Refund & Dispute Resolution Policy.
Do not independently refund buyers outside Rootsy's authorized payment process.
19. My Customer Received a Damaged or Incorrect Product
If a buyer reports damage, defects, an incorrect item, or missing contents:
Review the original order.
Compare the ordered product with your packing records.
Check relevant personalization details.
Review any photographs or evidence.
Contact Rootsy Support where needed.
Cooperate with the return, refund, or dispute process.
A product's Final Sale or Not Returnable classification does not automatically exclude remedies for seller errors, defects, unsafe products, or material misrepresentation.
20. A Digital Product Buyer Cannot Download Their File
Rootsy supports digital products and downloadable-file delivery.
If a customer cannot access a purchased digital product:
Locate the digital product order.
Review its processing status.
Confirm that the correct downloadable file is attached to the listing.
Check whether the file opens correctly.
Review the buyer's reported error.
Contact Rootsy Support if the download remains unavailable.
Do not ask the buyer to purchase the product again solely because a download failed.
21. The Digital Product File Is Incorrect or Corrupted
If the purchased digital content does not work:
Review the product that was purchased.
Check the associated downloadable file.
Test the file, where appropriate.
Compare the content with the original listing description.
Identify whether the problem concerns the file, compatibility, or buyer access.
Contact Rootsy Support if an existing order requires correction.
Do not assume that updating a product listing automatically replaces a file already downloaded by an existing buyer.
Digital products may be non-returnable for change-of-mind reasons, but valid claims involving defects, incorrect content, or non-delivery may still require review.
22. My Seller Balance Doesn't Match My Order Total
An order total is not necessarily the amount available for seller withdrawal.
Differences may arise from:
Rootsy marketplace commissions.
Applicable payment-processing charges.
Shipping or fulfilment adjustments.
Refunds.
Disputes or chargebacks.
Payout holds.
Other applicable adjustments.
If you believe an order-related financial amount is incorrect:
Review the relevant order.
Check the available transaction and balance information.
Identify the specific discrepancy.
Contact Rootsy Support with the order reference.
Do not assume the entire checkout amount represents seller earnings.
23. My Order Involves Products From Multiple Sellers
Rootsy is a multi-seller marketplace.
If a buyer orders products from more than one seller, those items may be fulfilled separately.
Different sellers may use:
Separate packages.
Different carriers.
Different tracking numbers.
Different dispatch dates.
Different delivery timelines.
Only fulfil the products associated with your own store.
Do not attempt to modify or ship another seller's products.
24. Rootsy Support Has Requested Evidence
Rootsy may request supporting documentation during a fulfilment or dispute investigation.
Relevant evidence may include:
Order number.
Product name or SKU.
Product listing details.
Photographs of products and packaging.
Shipping labels.
Tracking records.
Proof of carrier handoff.
Buyer personalization instructions.
Relevant support communications.
Provide accurate information promptly through an approved channel.
Never alter evidence or submit misleading documents.
25. General Troubleshooting Checklist
Before contacting Rootsy Customer Support, review the following:
You're signed in to the correct seller account.
You're viewing the correct order.
The order status has been checked.
Payment or processing warnings have been reviewed.
Product and inventory information is accurate.
Shipping details match the actual package.
Any carrier tracking information has been checked.
You've recorded the error message.
You've gathered relevant order and shipping evidence.
If a problem involves payment, an incorrect shipping address, a potentially lost parcel, or an unresolved customer dispute, contact Rootsy Support rather than attempting an unauthorized workaround.
Frequently Asked Questions
Why can't I find a customer order?
Check your seller account and order-management area. Contact Rootsy Support if the order still cannot be located.
Why can't I mark an order as shipped?
The required shipment steps may be incomplete or the order may not be eligible for that action. Review its status and available fulfilment controls.
Does Rootsy use eShipper?
Yes. Rootsy integrates with eShipper to support physical-product shipping and fulfilment.
Why can't I download a shipping label?
The label may not yet be available or the order may require another step. Review the order and contact Rootsy Support if necessary.
Why is my tracking number inactive?
The carrier may not yet have received or scanned the parcel.
What if my pickup was missed?
Review the pickup details and contact Rootsy Support if the carrier handoff needs to be resolved.
What if my package is lost?
Provide the order and tracking information to Rootsy Support for investigation.
Can I change a delivery address after checkout?
Address changes must follow the approved Rootsy shipping process. Do not independently redirect an order.
What if an item is out of stock after the customer orders it?
Contact Rootsy Support promptly, follow the applicable cancellation procedure, and correct the inventory quantity.
Can I cancel an order that has already shipped?
Cancellation is generally unavailable after shipment. An eligible return process may apply instead.
How long do buyers have to request a return?
Generally 14 days from delivery, subject to applicable product conditions, policies, and legal rights.
What if a digital download isn't working?
Review the associated digital file and order details, then contact Rootsy Support if the issue continues.
Can I contact the shipping carrier directly?
Follow Rootsy's approved shipping and claims arrangements. Carrier assistance may be available, but support or claims coordination may need to occur through Rootsy.
What information should I provide to Rootsy Support?
Include your store name, order number, affected product, tracking details where applicable, and a clear explanation of the issue.
Contact Rootsy Seller Support
If you cannot resolve an order or fulfilment problem, Rootsy Customer Support can help investigate it.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
When contacting support, include:
Your registered store name.
Your seller account email address.
The relevant order number.
The product name or SKU.
A description of the issue.
The exact error message, if available.
Carrier and tracking information, where applicable.
Relevant screenshots or supporting records.
For your security, do not share passwords, one-time verification codes, complete banking details, or payment card security codes.
Rootsy — Stronger Together, Locally Rooted.
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