How Do I Request a Shipment Delay?
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You can request a shipment delay directly through our automated Seller-Buyer Communications workflow.
The system does not allow partial shipping. If a single SKU is delayed, the entire order must be delayed. Shipping a partial order causes tracking errors and customer confusion.
How to Submit a Delay Request
You can initiate a delay request at any time through the Virtual Assistant available on your Merchant Dashboard or the Contact Page.
Open the Virtual Assistant and select the Inventory issue flow.
Enter the Order Number.
Select the option "Inform of a delay".
Choose the most appropriate Reason and Timeframe for the delay from the options below.
Delay Reasons
Delay Reasons
Damaged in transit
Out of Stock (More stock arriving soon)
Wheather Hold (Conditions risk damaging wine)
Operational Delay (High order value)
Available Timeframes
Available Timeframes
Less than 48 hours
More than 48 hours, but less than a week
More than a week
Once submitted, the customer automatically receives an email asking them to accept or refuse the delay.
Customers have 48 hours to respond.
A reminder email is automatically sent if they do not reply within the first 24 hours.
Outcomes & Next Steps
Customer Accepts: You will receive an automated confirmation email. No further action is required; please ship the entire order within your stated timeframe.
Customer Refuses: The case escalates to Customer Support. An agent will cancel the order, then notify the customer.
Customer Does Not Respond (Unresponsive after 48h): The case escalates to Customer Support for manual review:
Single-SKU Orders: The agent will cancel the order and notify both you and the customer.
Multi-SKU Orders: An agent will contact you to identify the delayed SKU. They will remove it from the order so you can ship the remaining items.
Weather Hold Exception: Orders placed on a weather hold will never be cancelled by Customer Support unless the customer explicitly requests it.
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