← Back to Buyer’s Guide

Sportlots Buyer’s Guide

Buyer’s Guide — Page 2
Aligned to User Agreement Effective: December 18, 2025

---

Orders and Status

Once you complete athe checkout process, your purchase becomes an order. Orders move through a series of stages depending on the shipping method selected.

Shared early stages

• Pending Payment: Orders that have been placed but not yet paid for. Only auction orders will be in this category because fixed-priced store orders require payment at checkout. Auction orders must be paid within 17 days (21 days for Canadian buyers) or they will be canceled.
• Being Filled: Orders that have been paid for, but the seller has not yet marked them filled. Sellers are expected to fill orders within 5 days after payment received, but Sportlots provides a maximum of 10 days. If a seller fails to fill within the maximum timeframe, Sportlots may cancel and refund the affected order(s) (where appropriate), cancel other open orders with that seller in Pending Payment and Being Filled, and take enforcement action (including closing the seller’s account) when warranted.

Direct to Customer orders (Budget or Premium shipping)

• Shipped: Orders marked filled by the seller. If the order has not arrived within 10 days after the seller marked it filled (or 17 days if the seller is from Canada), the buyer may file an Order Not Received issue. If the order arrives but items are incorrect, missing, damaged, or not as described, the buyer may file an Order Not as Described issue (subject to the issue rules below).
• Archived: Older orders retained for reference. These orders are outside the timeframe for filing formal issues, but you can still contact the seller if needed.

Box orders (Box Shipping)

• En Route to Box: The seller has marked the order filled and the items are on the way to Sportlots to be processed. Orders may remain in this status while sellers accumulate multiple orders from other buyers before shipping to Sportlots. Sportlots also requires processing time to receive and add orders to your box. If an order does not arrive to Sportlots within the expected timeframe, the buyer may file an Order Not Received issue.
• In Box: Orders received and processed by Sportlots and physically waiting in your Sportlots box. At the bottom of the Box page, you can request shipment. When you request shipment, all orders currently in your box are packed and shipped. Items added to your box after the request is submitted cannot be added to that shipment.
• Shipment Pending: You have paid for shipping, but Sportlots has not yet packed the shipment and created the label.
• Shipped From Box: A box shipment has been shipped to you and you will receive notification which will include tracking details. If any item is incorrect, missing, damaged, or not as described, the buyer may file an Order Not as Described issue with the seller. If the issue is that items are missing from the box shipment itself (or the entire box shipment did not arrive), contact Sportlots directly.

Feedback

Feedback occurs at the end of the order process and applies regardless of shipping method.

▶ Watch: How to View Orders and their Status (113 sec)

---

Order Questions & Issues

When there are issues with an order, informally working with the seller is always the best first step. It allows you and the seller to discuss the issue and try to come to a resolution without filing a formal issue. A formal issue is resolved with only a financial settlement in mind and does not support alternate outcomes such as replacements or custom arrangements. If you are looking for a different outcome, communicating with the seller informally is the best first step.

▶ Watch: How to ask a Seller a question (74 sec)

Sportlots provides structured issue resolution tools to resolve order problems. The issue workflow is designed to be automated based on buyer/seller actions and system rules.

Timing requirement: Once an issue is opened, all buyer and seller actions require a response or counter-action within 5 days. If no response is received within this timeframe, the issue will expire and Sportlots’ automated system will rule in favor of the other party.

Types of order issues

• Order Not Received: The buyer has not received the entire order within the expected timeframe.
• Order Not as Described: One or more items are incorrect, missing, damaged, or do not match the seller’s description.

---

Order Not Received

A buyer may file an Order Not Received issue if the order has not been received within the allowed delivery window:

• 10 days after the seller marked the order filled
• 17 days after the seller marked the order filled if the seller is from Canada

Seller Option 1: Agree to Refund

If the seller agrees to refund, the order is refunded according to the applicable system rules.

Seller Option 2: Request 5 More Days

The seller may request 5 more days for the order to arrive. The buyer must respond within 5 days to either accept or decline the extension.

Seller Option 3: Provide Tracking

• If the seller provides tracking, the system assumes the tracking is valid and closes the issue.
• If there is no tracking movement for 10 days, Sportlots will consider the package lost and will refund the buyer on the seller’s behalf.
• If the buyer disputes the tracking number (delivered to the wrong address, invalid tracking number, etc.), the buyer should contact Sportlots for manual review.

---

Order Not as Described

Not as Described issues can involve two situations:

• Misrepresented items (incorrect item, damaged, wrong condition, etc.)
• Missing items within the order

An issue submitted may include one or both situations.

Seller Option 1: Accept the Issue and Require a Return

When a return is required:

• Only Not as Described items should be returned
• The buyer is responsible for return shipping
• The seller may choose to fully or partially credit return shipping at their discretion

Buyer returns WITH Tracking (Strongly Recommended)

• Refund issued for applicable items
• Original shipping will be refunded or adjusted
• Refunds are typically issued within 24 hours of seller acceptance
• Buyer pays return shipping

Buyer returns WITHOUT Tracking

• Buyer relies on seller to manually adjust the order after receipt
• Buyer pays return shipping
• With no tracking proof to confirm delivery, Sportlots cannot provide further assistance if the seller does not adjust the order

Seller Option 2: Accept the Issue Without a Return

If the seller accepts the issue without requiring a return, the seller may provide a settlement or adjustment according to the options available in the issue workflow.

Seller Option 3: Deny the Issue

If the seller denies the issue:

• The buyer must respond within 5 days
• The buyer may accept the denial or proceed with a return of the FULL order. The same rules apply from Option 1 above for orders shipped with or without tracking.

If the buyer does not respond within 5 days:

• The issue expires automatically
• The buyer can still return the FULL order for a refund, but will rely on the seller to manually adjust the order upon arrival.

▶ Watch: How to File a Formal Issue (98 sec)