Onbuy Order Tracking

https://www.onbuy.com/

Enter a tracking number that can be used for shipment tracking to check the logistics history of your Onbuy order.

About Onbuy

Onbuy is an online marketplace at https://www.onbuy.com/. Buyers place orders through the marketplace, while individual sellers or merchants usually control dispatch, packaging and the carrier used for a specific order.

Onbuy entity snapshot

Field	Verified summary
Official name	Onbuy
Official website	https://www.onbuy.com/
Brand type	Online marketplace with third-party sellers.
Primary shopping region	United Kingdom-focused marketplace experience; availability, delivery and sellers vary by item and address.
Order tracking page	Buyer account order area and order emails; carrier tracking is available only when the seller or carrier provides a usable tracking number.
Marketplace model	Sellers list products on the marketplace and may dispatch orders using different delivery services.

Brand Entity & Order Ownership

Entity / order party

Role in the order

Onbuy marketplace

Hosts the order, account area, help routes and seller relationship.

View all details for Onbuy marketplace

What it controls	Marketplace order records, buyer help flows and escalation paths available through the official site.
What it cannot control	Every carrier scan, doorstep delivery decision or seller warehouse action in real time.
Why it matters to tracking	The official order page is the best place to connect an order with the seller, shipment and any available tracking reference.

Buyer account

Stores order details, messages and official purchase evidence.

View all details for buyer account

What it controls	Access to order history, seller contact options and order-specific support prompts.
What it cannot control	Carrier routing, customs checks, proof of delivery updates or seller dispatch timing.
Why it matters to tracking	If you only have an order number, the account or order email is usually where you find the carrier tracking number.

Seller or merchant

Usually prepares the item, dispatches it and supplies tracking when available.

View all details for seller or merchant

What it controls	Stock handling, packing, shipping method selection and accuracy of the tracking reference they provide.
What it cannot control	Carrier scans after handover or final delivery decisions made by the carrier.
Why it matters to tracking	Seller-shipped marketplace orders can have different carriers, service levels and dispatch timing even when bought on the same website.

Fulfillment party

May be the seller, a warehouse or a third-party logistics provider.

View all details for fulfillment party

What it controls	Physical pick, pack, label creation and parcel handover.
What it cannot control	Marketplace refund approval or carrier network disruption.
Why it matters to tracking	A label may exist before the parcel has received its first carrier acceptance scan.

Carrier or last-mile carrier

Transports the parcel and publishes scan events.

View all details for carrier or last-mile carrier

What it controls	Acceptance scans, transit scans, delivery attempts, proof of delivery where offered and return-to-sender events.
What it cannot control	Seller promises, marketplace account display or refund decisions.
Why it matters to tracking	17TRACK and carrier websites rely on carrier-level tracking events, not only marketplace order status.

Payment/refund channel

Processes payment capture and approved refunds through the checkout method.

View all details for payment and refund channel

What it controls	Payment settlement or refund posting after the marketplace or seller authorises a refund.
What it cannot control	Parcel scans, seller dispatch or return carrier movement.
Why it matters to tracking	A delivered, returned or lost parcel event is evidence for a case; it is not the same as refund approval.

17TRACK relationship

Independent tracking platform for usable carrier tracking numbers.

View all details for 17TRACK relationship

What it controls	Tracking lookup and carrier-event display when a supported tracking number is supplied.
What it cannot control	Private Onbuy order details, seller messages, address changes, cancellations, refunds or returns authorisation.
Why it matters to tracking	Use 17TRACK after you have the carrier tracking number; use Onbuy for order ownership and support.

Quick Answer

To track an Onbuy order, sign in to your Onbuy account, open the relevant order, check the shipment or delivery details, and copy the carrier tracking number if one is shown. You can then use the carrier website or 17TRACK to follow available carrier scans.

If no tracking number is visible, the seller may not have dispatched the parcel yet, the delivery method may not include end-to-end tracking, or the tracking number may not have been uploaded. Contact the seller or use the official Onbuy help route from the order details.

Question	Direct answer
How do I track my order?	Use the Onbuy order page first, then use the carrier tracking number with 17TRACK or the carrier.
Where is the tracking number?	Check the order details, dispatch email and any seller message linked to the order.
Can 17TRACK see my order?	17TRACK can track usable carrier numbers; it cannot access private Onbuy account data or marketplace-only order numbers.
Who should I contact?	Contact the seller for dispatch and item issues, Onbuy for marketplace help routes, and the carrier for delivery-attempt or proof-of-delivery questions when you have the carrier number.

Pro Tip: Treat the Onbuy order number and the carrier tracking number as different identifiers. 17TRACK needs the carrier tracking number, not the purchase confirmation number.

How to Track Onbuy Orders

Start with the official Onbuy account or order email because marketplace orders may be seller-dispatched, split into separate parcels, or updated through seller messages before a public carrier scan appears.

Tracking Path Comparison

Tracking path

Use when

Official account / order area

You bought the item with an Onbuy account or can access the order history.

View all details for official account tracking

Identifier needed	Account login and the relevant order.
What you can see	Order status, seller information, dispatch updates and any tracking number the seller has added.
Best next step	Open the order, check whether there are multiple shipments, then copy the carrier tracking number.
Important limitation	The marketplace order status may update before the carrier publishes a scan.

Official order email or SMS

You cannot reach the account page quickly or need the dispatch email.

View all details for official email or SMS tracking

Identifier needed	Order confirmation, dispatch email, recipient email or phone used at checkout.
What you can see	Seller dispatch notice, estimated delivery information and sometimes a tracking link.
Best next step	Follow the official link, avoid suspicious third-party links, and compare the tracking number with the order page.
Important limitation	Email forwarding to a gift recipient may not include full account support access.

17TRACK

You already have a carrier tracking number and want a neutral parcel-event lookup.

View all details for 17TRACK tracking

Identifier needed	Carrier tracking number, not an Onbuy order number.
What you can see	Available carrier events, carrier detection and shipment progress where data is supported.
Best next step	Paste the tracking number, review the latest scan, then contact the seller or carrier based on the problem type.
Important limitation	17TRACK cannot modify the order, contact the seller, change the address, approve a refund or see private account data.

Carrier website

The carrier is known and you need carrier-specific proof of delivery, delivery options or attempted-delivery instructions.

View all details for carrier website tracking

Identifier needed	Carrier tracking number and sometimes postcode or delivery address confirmation.
What you can see	Carrier scans, delivery attempts, proof of delivery if offered and redelivery options if available.
Best next step	Use the carrier page for delivery instructions, then keep evidence for the seller or Onbuy help route.
Important limitation	The carrier may not discuss seller contract details or refund eligibility.

Seller or marketplace message center

Dispatch is late, the tracking number is missing, or an item is wrong, damaged or not as described.

View all details for seller or marketplace messages

Identifier needed	Order number, seller name, item title and any tracking reference provided.
What you can see	Seller explanations, updated tracking references, return instructions or marketplace escalation options.
Best next step	Ask for the carrier name, tracking number and dispatch date in one message.
Important limitation	Seller responses are not the same as carrier confirmation unless supported by tracking events.

Guest, gift or someone-else-bought-it route

You are the recipient or you do not control the buyer account.

View all details for guest or gift tracking

Identifier needed	Order email, dispatch email, gift message link or the buyer’s help request.
What you can see	Only the information shared with you; full account and refund controls normally remain with the buyer.
Best next step	Ask the buyer for the carrier tracking number or ask them to contact the seller through the order page.
Important limitation	Support may require account verification before discussing private order details.

Official account steps: sign in, open the order list, choose the order, review the shipment or delivery area, identify the seller, look for the carrier and tracking number, and check whether the order has been split into more than one parcel.

Order Numbers, Tracking Numbers and Where to Find Them

An Onbuy order number identifies the purchase inside the marketplace. A carrier tracking number identifies a parcel inside a delivery network. 17TRACK needs the carrier tracking number when carrier tracking is available.

Identifier & Tracking Number Guide

Identifier type

Where users find it

Onbuy order number

Order confirmation email and the order page in the buyer account.

View all details for Onbuy order number

Looks like / example	Use a masked example such as ONB-ORDER-#### when documenting your case; actual formats may vary.
Who issues it	Onbuy marketplace order system.
Can 17TRACK use it?	No, not as a carrier parcel lookup.
What it can and cannot prove	It proves the purchase record in Onbuy, but it does not prove that a carrier has accepted the parcel.

Shipment or tracking number

Dispatch email, order shipment details or seller message.

View all details for shipment or tracking number

Looks like / example	Use a masked example such as TRK123456789GB or 1Z###########; real formats depend on the carrier.
Who issues it	The carrier or shipping software used by the seller.
Can 17TRACK use it?	Yes, when it is a supported carrier tracking number and has been correctly entered.
What it can and cannot prove	It can show parcel events; it cannot prove item quality, refund approval or seller intent.

Carrier tracking number

Carrier label, dispatch email, seller update or carrier notification.

View all details for carrier tracking number

Looks like / example	Masked examples only: ABC123456789, 1Z9999999999999999, or similar carrier-issued patterns.
Who issues it	Delivery carrier or the seller’s shipping platform.
Can 17TRACK use it?	Usually yes if the carrier is supported and the number is valid.
What it can and cannot prove	It proves carrier-recorded movement after data becomes available; it cannot identify all contents in a split shipment.

Return tracking number

Return label, post office receipt, collection receipt or return email.

View all details for return tracking number

Looks like / example	Carrier-dependent masked reference such as RET123456789GB.
Who issues it	Return carrier, seller, marketplace return flow or drop-off location.
Can 17TRACK use it?	Yes if it is a carrier tracking number supported by 17TRACK.
What it can and cannot prove	It can show return parcel movement; it cannot prove the seller has inspected the item or approved a refund.

Return authorization or case reference

Return request, seller message or support case.

View all details for return authorization or case reference

Looks like / example	Masked example such as CASE-#### or RMA-####; actual format varies by seller or support flow.
Who issues it	Seller, Onbuy help flow or return system.
Can 17TRACK use it?	No, unless a separate carrier tracking number is also provided.
What it can and cannot prove	It proves a return or support request exists; it does not show parcel movement.

Seller reference

Seller invoice, packing slip or seller message.

View all details for seller reference

Looks like / example	Masked internal reference such as SELLER-REF-####.
Who issues it	The individual seller or merchant.
Can 17TRACK use it?	No, unless it is also a carrier tracking number.
What it can and cannot prove	It helps the seller find the order internally; it does not confirm delivery status.

Gift or shared order link

Forwarded email or buyer-shared message.

View all details for gift or shared order link

Looks like / example	A secure link or message rather than a universal number.
Who issues it	Buyer, Onbuy email system or seller communication.
Can 17TRACK use it?	No; use it only to locate the actual carrier tracking number.
What it can and cannot prove	It may help the recipient follow a delivery, but full account control remains with the buyer.

Fulfillment, Sellers and Carriers

Onbuy marketplace orders can be fulfilled by different sellers using different delivery arrangements. Carrier varies by order, region, seller, item type and delivery option unless the order page or dispatch email names a specific carrier.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Third-party seller self-dispatch

The seller or its warehouse prepares and sends the parcel.

View all details for third-party seller self-dispatch

Typical carriers or delivery network	Carrier varies by seller, delivery option, item size and destination.
Who updates tracking	Seller uploads the number; carrier publishes scans after acceptance.
Who handles delivery issues	Seller for dispatch and item problems; carrier for live delivery scans; Onbuy help route for marketplace escalation.
What the customer should check first	Order page, seller name, dispatch email and the latest carrier event.

Cross-border seller dispatch

Seller, export carrier and local last-mile carrier may all be involved.

View all details for cross-border seller dispatch

Typical carriers or delivery network	Export line-haul, customs processing and destination last-mile carrier; exact network varies.
Who updates tracking	Origin carrier, logistics partner and destination carrier depending on handover.
Who handles delivery issues	Seller for shipping documentation and order support; carrier for parcel scans; customs authority may control clearance timing.
What the customer should check first	Whether the tracking has changed carrier, shows customs, or has a new last-mile reference.

Large, bulky or high-value delivery

Seller may use a specialist courier or scheduled delivery service.

View all details for large or high-value delivery

Typical carriers or delivery network	Specialist carrier varies by seller and product category.
Who updates tracking	Seller and specialist carrier, sometimes by appointment communication rather than frequent public scans.
Who handles delivery issues	Seller for appointment coordination and item condition; carrier for delivery attempt evidence.
What the customer should check first	Appointment messages, contact number accuracy and whether signature or access instructions are required.

Split shipment

Different sellers or warehouses may ship separate parcels.

View all details for split shipment

Typical carriers or delivery network	Each parcel can use a different carrier or service.
Who updates tracking	Each seller or fulfillment party uploads its own tracking; carriers update each parcel separately.
Who handles delivery issues	The seller responsible for the missing item or parcel should be contacted first.
What the customer should check first	Item-level shipment details, not only the overall order status.

Digital goods or service order

No parcel carrier is normally involved.

View all details for digital goods or service order

Typical carriers or delivery network	Not applicable because delivery is electronic or service-based.
Who updates tracking	Seller or digital access system, not a parcel carrier.
Who handles delivery issues	Seller and Onbuy support routes for access or fulfilment disputes.
What the customer should check first	Email inbox, spam folder, account messages and product access instructions.

Tracking Statuses and Meanings

Separate order status from parcel status: an order can be paid or dispatched in Onbuy before a carrier scan appears, and a delivered carrier scan does not automatically decide a refund or return case.

Status Quick Lookup

Status shown

Lifecycle stage

Pending or order placed

Checkout and order confirmation.

View all details for pending order

What it usually means	The order exists, but seller processing or payment confirmation may still be underway.
Who is responsible now	Onbuy order system, payment process and seller acceptance flow.
What happens next	Seller prepares the order or the account shows a later dispatch state.
What the customer should do	Check the confirmation email and wait for dispatch information unless the order page shows an issue.

Processing or preparing shipment

Seller handling and packing.

View all details for processing shipment

What it usually means	The seller is preparing the item or has created a label but the carrier may not have scanned it.
Who is responsible now	Seller or fulfillment warehouse.
What happens next	Carrier acceptance scan or dispatch email may appear.
What the customer should do	Check estimated delivery and contact the seller if the dispatch window has passed.

Shipped or dispatched

Parcel has been marked as sent.

View all details for shipped or dispatched

What it usually means	The seller indicates the parcel has been sent or label handover is in progress.
Who is responsible now	Seller until carrier acceptance appears; then carrier for transport scans.
What happens next	Tracking may show first acceptance, origin scan or in-transit movement.
What the customer should do	Use the tracking number and allow time for first carrier data to appear.

In transit

Carrier movement and network processing.

View all details for in transit

What it usually means	The parcel is moving through carrier facilities, line-haul, cross-border or last-mile handover.
Who is responsible now	Carrier network and any logistics partners.
What happens next	Arrival at local depot, customs event, out for delivery or exception.
What the customer should do	Monitor the latest scan and check for address or customs requests.

Out for delivery

Final delivery attempt.

View all details for out for delivery

What it usually means	The parcel is with the local courier for delivery that day or during the carrier’s delivery route.
Who is responsible now	Last-mile carrier.
What happens next	Delivered, attempted delivery, pickup instruction or exception.
What the customer should do	Follow carrier instructions and keep the delivery location accessible.

Delivered

Carrier records delivery completion.

View all details for delivered

What it usually means	The carrier has marked the parcel delivered to the address, safe place, reception, neighbour or pickup point depending on service.
Who is responsible now	Carrier for delivery evidence; seller or Onbuy help route for order resolution if the item is missing.
What happens next	If the parcel is not found, evidence gathering and escalation are needed.
What the customer should do	Check delivery location, household, reception, neighbours and proof of delivery before opening a case.

Exception, delayed or attempted

Carrier problem or action required.

View all details for exception or attempted delivery

What it usually means	Address issue, no access, customs hold, weather disruption, missed delivery or routing exception.
Who is responsible now	Carrier for scan details; buyer may need to provide information; seller may need to assist.
What happens next	Redelivery, pickup, return to sender or updated delivery date.
What the customer should do	Read the carrier message, act on requests and save screenshots for the seller if unresolved.

Return or refund status

After-sales, return logistics or payment processing.

View all details for return or refund status

What it usually means	A return request, return parcel, inspection or refund process is underway.
Who is responsible now	Seller or marketplace help route for approval; carrier for return parcel movement; payment provider for final posting.
What happens next	Return received, item assessed, refund approved or more information requested.
What the customer should do	Track the return parcel separately and keep drop-off proof until the refund is resolved.

Delivery Time and Delay Factors

Delivery timing for Onbuy orders is order-specific. Use the delivery estimate shown on the product page, checkout, order details or seller dispatch message rather than assuming a single marketplace-wide delivery time.

Delivery Time & Delay Factors

Scenario/service

Typical timing source

Standard seller delivery

Product page, checkout, order page and seller dispatch message.

View all details for standard seller delivery

What can delay it	Seller handling time, stock issue, label creation before handover or carrier network delay.
When tracking may update	After the carrier accepts the parcel or after a depot scan.
Who to contact first	Seller if dispatch is late; carrier if a scanned parcel is delayed in transit.
Important caveat	Estimated delivery is not the same as a guaranteed delivery promise unless the order terms explicitly say so.

Cross-border delivery

Seller estimate, export carrier and destination carrier updates.

View all details for cross-border delivery

What can delay it	Export processing, customs clearance, handover gaps and local carrier routing.
When tracking may update	At export acceptance, customs release, destination handover or last-mile scan.
Who to contact first	Seller for order documentation and carrier for scan-specific questions after handover.
Important caveat	Tracking can be quiet during line-haul or customs processing without meaning the parcel is lost.

Pre-order, back-order or low stock

Product listing, seller message and order updates.

View all details for pre-order or stock delay

What can delay it	Item not ready, supplier delay or seller inventory update.
When tracking may update	Only after the seller ships and a carrier reference exists.
Who to contact first	Seller through the order page.
Important caveat	No tracking number may exist until the item is physically prepared for shipping.

Split shipment

Item-level shipment details in the order area.

View all details for split shipment timing

What can delay it	Different sellers, warehouses or carriers fulfilling items separately.
When tracking may update	Each parcel updates independently.
Who to contact first	The seller responsible for the missing or delayed item.
Important caveat	One delivered parcel does not prove every item in the order was delivered.

Large or appointment delivery

Seller message, carrier appointment communication or order details.

View all details for large or appointment delivery timing

What can delay it	Appointment availability, access restrictions, failed contact or special handling.
When tracking may update	At booking, depot movement, out for delivery or delivery completion.
Who to contact first	Seller for coordination and the carrier if appointment details are available.
Important caveat	Specialist deliveries may not produce frequent public tracking scans.

Holiday or peak season

Seller estimate plus carrier service alerts where available.

View all details for holiday or peak season delay

What can delay it	High parcel volume, weather, public holidays and carrier capacity limits.
When tracking may update	When the carrier processes the parcel at the next facility.
Who to contact first	Carrier for network events after scan; seller if the parcel has not been accepted.
Important caveat	Estimated dates can move during disruption.

Common Problems and Next Steps

Most Onbuy delivery problems can be resolved faster when you identify whether the issue is seller dispatch, carrier transport, delivery evidence, item condition or refund processing.

Problem & Next Step

Problem shown

Check first

No tracking number

Order page, dispatch email and seller messages.

View all details for no tracking number

Likely cause	Seller has not shipped, delivery method is untracked, or tracking has not been uploaded.
Immediate action	Ask the seller for carrier name, tracking number and dispatch date.
When to escalate	If the delivery estimate has passed and the seller does not resolve the missing tracking information.
Who to contact	Seller first, then Onbuy help route if needed.

Tracking number not working

Number copied exactly, carrier selected correctly and sufficient time since dispatch.

View all details for tracking number not working

Likely cause	New label, wrong carrier, typo, internal seller reference or unsupported carrier data.
Immediate action	Try carrier auto-detection in 17TRACK and compare with the dispatch email.
When to escalate	If there are no scans after the expected handover period or the seller confirms the number is wrong.
Who to contact	Seller for a corrected number; carrier if the number is recognised but stalled.

Order says shipped but no scans

Whether the carrier has accepted the parcel or only a label exists.

View all details for shipped but no scans

Likely cause	Seller marked dispatched before carrier acceptance, or carrier has not published the first scan.
Immediate action	Monitor for the first acceptance scan and ask seller to confirm physical handover.
When to escalate	When the estimated delivery date is approaching or passed without carrier acceptance.
Who to contact	Seller first because the carrier may not have custody yet.

Package stuck or delayed

Latest scan location, date, carrier alerts and customs wording.

View all details for package stuck or delayed

Likely cause	Carrier backlog, line-haul gap, customs check, address issue or missed scan.
Immediate action	Check both 17TRACK and the carrier page, then save the latest event.
When to escalate	After the carrier or seller’s expected delivery window has clearly passed.
Who to contact	Carrier for scan-specific information; seller for order resolution.

Delivery attempted

Carrier notice, missed-delivery card, SMS and pickup instructions.

View all details for delivery attempted

Likely cause	No access, nobody available, signature required or carrier could not locate the address.
Immediate action	Follow carrier redelivery or pickup instructions promptly.
When to escalate	If the carrier instructions fail or parcel is being returned unexpectedly.
Who to contact	Carrier first; seller if return-to-sender begins.

Address problem

Order shipping address, postcode and carrier exception note.

View all details for address problem

Likely cause	Incomplete address, postcode mismatch, restricted access or carrier validation issue.
Immediate action	Contact the carrier if it allows correction and notify the seller with the correct address evidence.
When to escalate	If the parcel cannot be delivered or is returned to sender.
Who to contact	Carrier for delivery correction if possible; seller and Onbuy help route for order resolution.

Customs hold

Tracking wording, seller origin and any request for documents or payment.

View all details for customs hold

Likely cause	Import clearance, duty assessment, documentation check or local customs processing.
Immediate action	Follow official carrier or customs instructions and ask the seller for invoice details if required.
When to escalate	If documents are missing or the parcel remains held beyond the carrier’s guidance.
Who to contact	Carrier or customs contact route for clearance; seller for order paperwork.

Delivered but not received

Doorstep, safe place, neighbours, reception, parcel photo and proof of delivery.

View all details for delivered but not received

Likely cause	Safe-place delivery, neighbour delivery, reception delivery, wrong address, premature scan or theft.
Immediate action	Check all delivery locations, household members, front desk and carrier proof, then contact seller with evidence.
When to escalate	If the parcel cannot be located after checking carrier evidence and seller response.
Who to contact	Carrier for proof of delivery; seller and Onbuy help route for order resolution. Refund is not automatic.

Split shipment missing item

Item-level tracking and seller assigned to each item.

View all details for split shipment missing item

Likely cause	Separate parcel still in transit, seller packing error or different seller dispatch.
Immediate action	Match each item to its shipment and photograph what arrived.
When to escalate	If the missing item has no separate tracking or is marked delivered but absent.
Who to contact	The seller for that item, then Onbuy help route if unresolved.

Lost, damaged or wrong item

Photos, packaging, item title, order number and carrier events.

View all details for lost damaged or wrong item

Likely cause	Carrier loss, transit damage, picking error or listing mismatch.
Immediate action	Keep packaging, take photos and message the seller through the order route.
When to escalate	If the seller does not provide an acceptable remedy through the official process.
Who to contact	Seller first; Onbuy help route for marketplace escalation; carrier only for delivery evidence where relevant.

Return not updating or refund pending

Return carrier receipt, return tracking and seller return instructions.

View all details for return not updating or refund pending

Likely cause	Return parcel not scanned, still in transit, not received by seller, awaiting inspection or refund not yet posted.
Immediate action	Track the return number and keep the drop-off receipt.
When to escalate	If return delivery is confirmed but the seller has not updated the case within the official process.
Who to contact	Seller or Onbuy return/help route; payment provider only after refund approval and posting questions.

Returns, Exchanges and Refunds

Return tracking and refund status are different. 17TRACK can help you see a return parcel’s carrier movement when you have a return tracking number, but refund eligibility and approval remain with the seller, Onbuy process and payment channel.

Returns & Refunds

Scenario

Where to start

Return request

Order details or official Onbuy help route linked to the order.

View all details for return request

Who can start it	Usually the buyer account holder.
Identifier needed	Order number, item name, seller name and reason for return.
Return shipping/tracking	Follow seller or official return instructions and keep the carrier receipt.
Refund timing dependency	Depends on return approval, return delivery, seller inspection and payment processing.
Important limitation	Do not return to an address not provided through the official process.

Exchange or replacement

Seller message or order issue route.

View all details for exchange or replacement

Who can start it	Buyer account holder or authorised order contact.
Identifier needed	Order number, item details, photos and seller response.
Return shipping/tracking	May require return tracking before replacement dispatch.
Refund timing dependency	Replacement timing depends on seller stock and approval.
Important limitation	17TRACK cannot request replacement stock or authorise an exchange.

Cancellation before dispatch

Order page or seller contact route as soon as possible.

View all details for cancellation before dispatch

Who can start it	Buyer account holder.
Identifier needed	Order number and cancellation reason.
Return shipping/tracking	Not needed if cancellation is completed before dispatch.
Refund timing dependency	Depends on whether cancellation is accepted before shipment and payment processing.
Important limitation	If the parcel has already shipped, a return process may be required instead.

Return label tracking

Return label, postal receipt or carrier drop-off record.

View all details for return label tracking

Who can start it	Buyer after receiving approved return instructions.
Identifier needed	Return tracking number and return case reference if available.
Return shipping/tracking	Use 17TRACK or the carrier website for return parcel movement.
Refund timing dependency	Refund may wait until the seller receives or assesses the return.
Important limitation	A return scan does not prove refund approval.

Gift return

Buyer account or instructions shared by the buyer.

View all details for gift return

Who can start it	Usually the buyer because order and payment control belong to the buyer account.
Identifier needed	Order details, item information and any shared gift reference.
Return shipping/tracking	Follow official return instructions and keep return tracking proof.
Refund timing dependency	Refund generally follows the original payment route or official case outcome.
Important limitation	Gift recipients may not be able to access private order or refund details.

Third-party seller dispute

Seller conversation and Onbuy help route if unresolved.

View all details for third-party seller dispute

Who can start it	Buyer account holder with order evidence.
Identifier needed	Order number, tracking events, photos, seller messages and return receipt if relevant.
Return shipping/tracking	Use the instructed return method and preserve tracking evidence.
Refund timing dependency	Depends on case review, seller response and payment settlement.
Important limitation	17TRACK tracking evidence can support a case but cannot decide it.

Customer Service and Escalation

Use the official Onbuy help centre and order-specific contact options rather than unverified phone numbers. Prepare order evidence before contacting a seller, carrier or marketplace help route.

Customer Service

Channel

Best for

Onbuy help centre

Official guidance on orders, delivery, returns and marketplace help routes.

View all details for Onbuy help centre

Where to access	https://www.onbuy.com/gb/help/
Information to prepare	Order number, account email, seller name, item title, latest tracking event and screenshots.
Who should use it	Buyers who need official guidance or escalation beyond basic carrier tracking.
Important limitation	Help pages may route you back to the seller or order details for case-specific action.

Order details page

Order-specific seller contact, delivery updates and return or issue prompts.

View all details for order details page

Where to access	Sign in at https://www.onbuy.com/ and open your account order area.
Information to prepare	Order number, item, seller name, tracking number and exact issue.
Who should use it	Buyer account holder or person with account access.
Important limitation	Recipients without account access may need the buyer to act.

Seller message route

Missing tracking, dispatch delay, wrong item, damaged item or return instructions.

View all details for seller message route

Where to access	Order details and official seller-contact prompts.
Information to prepare	Order number, tracking number, photos, packaging evidence, item SKU/title and requested remedy.
Who should use it	Buyer for seller-controlled dispatch and product issues.
Important limitation	A seller message cannot replace carrier proof when the dispute depends on delivery scans.

Carrier support

Delivery attempts, pickup instructions, proof of delivery and address-access issues.

View all details for carrier support

Where to access	The carrier website or official tracking page named in your dispatch details.
Information to prepare	Tracking number, delivery postcode, address details, latest scan and any delivery card.
Who should use it	Recipient or buyer when the parcel is already in the carrier network.
Important limitation	The carrier usually cannot approve marketplace refunds or seller replacements.

17TRACK support or tracking view

Independent carrier-event lookup for a usable tracking number.

View all details for 17TRACK tracking view

Where to access	17TRACK tracking tools or API for carrier numbers.
Information to prepare	Carrier tracking number and carrier name if known.
Who should use it	Buyers, recipients and merchants who need tracking visibility.
Important limitation	17TRACK is independent and cannot access Onbuy account data or intervene in disputes.

Seller, Marketplace and Buyer Responsibility

Because Onbuy is a marketplace, many delivery and item problems require separating platform role, seller role and carrier role before escalating.

Marketplace Responsibility

Issue

Buyer action

Seller has not shipped

Message the seller from the order page and ask for dispatch confirmation.

View all details for seller has not shipped

Platform role	Provides order record and help route.
Seller role	Confirms stock, packing and dispatch.
Carrier role	No role until parcel is accepted.
Evidence to keep	Order estimate, seller replies and screenshots of missing tracking.

Seller provided wrong tracking

Ask for the correct carrier name and tracking number.

View all details for wrong tracking

Platform role	May provide escalation if seller does not correct the order record.
Seller role	Corrects tracking and explains dispatch.
Carrier role	Confirms whether the number belongs to a valid shipment.
Evidence to keep	Incorrect number, error screenshots and seller messages.

Item not received

Check carrier proof and contact seller with evidence.

View all details for item not received

Platform role	Provides official path if seller resolution fails.
Seller role	Investigates shipment and offers remedy if appropriate.
Carrier role	Provides delivery scans and proof where available.
Evidence to keep	Tracking history, delivery-photo screenshots, address confirmation and seller conversation.

Item not as described

Photograph item, packaging and listing mismatch before contacting seller.

View all details for item not as described

Platform role	Provides marketplace record and escalation path.
Seller role	Explains listing, accepts return or proposes remedy.
Carrier role	Usually only relevant if damage happened in transit.
Evidence to keep	Photos, listing screenshots, packaging and messages.

Return dispute

Keep return tracking and drop-off receipt until refund is resolved.

View all details for return dispute

Platform role	May review official case evidence through the help route.
Seller role	Receives, inspects and responds to the return.
Carrier role	Shows return parcel movement and delivery to return address.
Evidence to keep	Return label, tracking, receipt, photos and case reference.

Refund after delivery failure

Document delivery failure and follow the official order help route.

View all details for refund after delivery failure

Platform role	Provides process for unresolved marketplace order issues.
Seller role	Works with carrier and decides remedy through official policy.
Carrier role	Provides failed delivery, return-to-sender or loss evidence.
Evidence to keep	Tracking timeline, attempted-delivery note, return-to-sender scan and seller replies.

Brand App, Notifications and Delivery Options

Public official information confirms account and email-based order communication. Do not assume a universal Onbuy map-tracking, locker, signature-release or reschedule feature unless it appears on your specific carrier tracking page or order communication.

App, Notifications and Delivery Options

Feature

Use case

Order emails

Confirm order placement, dispatch updates and seller information.

View all details for order emails

Where to enable	Use the email address on the Onbuy account or checkout record.
When it appears	After order placement and when the seller or system sends updates.
What it can change	It can provide links and tracking references; it does not change delivery itself.
Limitations	Email can be delayed, filtered to spam or not include full tracking.

Account order page

Central place to review order status and available seller updates.

View all details for account order page

Where to enable	Create or sign in to the buyer account used for the order.
When it appears	After the order is associated with the account.
What it can change	It can route seller contact or help actions where available.
Limitations	It may not display carrier scans that the seller has not uploaded.

Carrier delivery options

Redelivery, pickup, delivery instructions or proof of delivery when the carrier supports them.

View all details for carrier delivery options

Where to enable	Carrier tracking website or official carrier app, not 17TRACK.
When it appears	After a recognised carrier tracking number exists.
What it can change	May allow redelivery or pickup choices depending on the carrier and service.
Limitations	Options vary by carrier contract, country, parcel type and delivery stage.

Business, Seller or Developer API

Current public official order tracking API documentation for buyer-side Onbuy parcel tracking is not confirmed here. Sellers should use official Onbuy seller resources for marketplace operations and use 17TRACK API only for carrier tracking numbers they are authorised to track.

Developer/API Comparison

Option

Provider

Onbuy seller resources

Onbuy

View all details for Onbuy seller resources

Order/tracking coverage	Seller account operations and marketplace order handling where provided to approved sellers.
Primary use	Marketplace selling, order management and seller support.
Authentication/access	Seller account access; public buyer-side API details are not confirmed here.
Webhook/batch capability	Do not assume unless confirmed in current official seller documentation.
Current documentation	Use official Onbuy seller and help resources.
Important limitation	Do not use unofficial scraped order data for private buyer information.

17TRACK Tracking API

17TRACK

View all details for 17TRACK Tracking API

Order/tracking coverage	Carrier tracking numbers, not Onbuy order numbers or payment references.
Primary use	Register and monitor shipment tracking numbers across supported carriers.
Authentication/access	17TRACK API token in the 17token header.
Webhook/batch capability	Use capabilities described in the current 17TRACK API documentation.
Current documentation	https://api.17track.net/en/doc
Important limitation	Merchants must first obtain carrier tracking numbers from their order or shipping system.

FAQ

Basic FAQs

1. How do I track my Onbuy order?

Sign in to your Onbuy account, open the order details, and use any available carrier tracking number with the carrier website or 17TRACK.

2. Where do I find my Onbuy tracking number?

Check the Onbuy order page, dispatch email and seller messages because the seller usually provides the carrier tracking number after dispatch.

3. Can I track an Onbuy order number on 17TRACK?

No, an Onbuy order number is normally a marketplace purchase reference, so you need the carrier tracking number before using 17TRACK.

4. What should I do if my Onbuy order has no tracking number?

Ask the seller through the order page for the carrier name, tracking number and dispatch date; escalate through the official Onbuy help route if the seller does not resolve it.

5. Why is my Onbuy tracking number not updating?

Tracking may not update until the carrier accepts and scans the parcel, and cross-border or handover stages can also create quiet periods.

6. How long does Onbuy delivery take?

Use the delivery estimate shown on your item, checkout, order page or seller dispatch message because delivery time varies by seller, item, carrier and destination.

7. What if my Onbuy order says delivered but I did not receive it?

Check safe places, neighbours, reception, household members and carrier proof of delivery, then contact the seller with the tracking evidence if the parcel is still missing.

8. Can I track an Onbuy return with 17TRACK?

Yes, if your return label or drop-off receipt includes a supported carrier tracking number, but 17TRACK cannot confirm refund approval.

9. Where can I see my Onbuy refund status?

Use the official order, return or support route because refund status depends on the seller, Onbuy process and payment channel rather than parcel tracking alone.

10. How do I contact Onbuy or the seller about delivery?

Start from the order details or Onbuy help centre and prepare your order number, tracking number, seller name, latest scan and photos if relevant.

Expert FAQs

11. Who is responsible for Onbuy marketplace shipping?

The seller usually controls dispatch and carrier choice, while the carrier controls scan events and Onbuy provides the marketplace order and help route.

12. Can one Onbuy order have multiple tracking numbers?

Yes, a marketplace order can be split by seller, item or warehouse, so check item-level shipment details rather than relying only on the overall order status.

13. Why does Onbuy say dispatched while the carrier says label created?

The seller may have created or uploaded shipping information before the carrier physically accepted the parcel, so wait for an acceptance scan or ask the seller to confirm handover.

14. Who delivers Onbuy packages?

The delivery carrier varies by seller, item, service and destination, so use the carrier named in your dispatch email or order tracking details.

15. What should I do if an Onbuy seller gives a tracking number for the wrong parcel?

Save the mismatch evidence and ask the seller for the correct carrier tracking number; if unresolved, use the official Onbuy help route from the order.

16. How should I handle customs delays on an Onbuy order?

Follow carrier or customs instructions, keep screenshots, and ask the seller for invoice or shipment documentation if the carrier requests it.

17. Can 17TRACK contact the Onbuy seller for me?

No, 17TRACK is independent and can only display available tracking events for supported carrier numbers; seller contact must happen through Onbuy or the seller’s official channel.

18. Is there a public Onbuy order tracking API for buyers?

A current public official buyer-side Onbuy order tracking API is not confirmed here, so use Onbuy for order data and 17TRACK API for carrier tracking numbers.

Tracking API

The 17TRACK API registers carrier tracking numbers, not Onbuy order numbers, payment references, invoice numbers or internal seller references. If you only have an Onbuy order number, first open the Onbuy order page or dispatch email and locate the carrier tracking number.

curl -X POST "https://api.17track.net/track/v2.4/register" \
  -H "17token: YourKey" \
  -H "Content-Type: application/json" \
  -d '[
    {
      "number": "TRACKING_NUMBER"
    }
  ]'

Sources & References

17TRACK is an independent tracking platform and is not affiliated with Onbuy.

An order tracking app built for Shopify sellers, keeping track of packages.

4.9/5Get started →

Tracking API makes auto track & trace and webhook push a breeze.

3500+ Carrier partnersStart a free trial →

Get real-time notifications on delivery updates.

260,000 InstallsDownload now →

17TRACK Order Tracking

AI-Powered Branded Order Tracking for DTC