For Buyers
Confirming an order, automatic completion, and complaints
Only you tap Receive item. If you do not and there is no complaint, the order completes automatically 3 days after the goods arrive; you get two reminders.
Updated · Orders, returns, and reviews
https://satupack.com/en/bantuan/terima-barang-selesai-otomatis
Steps
When the goods arrive, the order card in Account > Transactions (or the Orders tab in the app) shows the date and time it completes automatically (server time, WIB).
Check the goods. If they are right, tap Receive item (you can rate the shop courier at the same time). The order completes and the funds are passed to the seller.
If you do nothing and there is no complaint, the order completes automatically on that date. You get two reminders on two different days (about 24 and 48 hours after arrival) by app notification and email.
A problem? Tap File a complaint before that date (or up to 3 days after the order completes). Choose the type (did not arrive, damaged, not as ordered, short, wrong item, or other), describe it, and attach photos if needed.
Item did not arrive can be raised once the order is Shipped. While a complaint is open, the countdown is paused and the funds stay on hold with Satupack.
The seller responds within 2 working days. If accepted, you are refunded or the item is replaced. If declined or ignored, the case goes to the Resolution Center automatically and the Satupack team decides from both sides' evidence.
You may Cancel the complaint until it is approved or decided. After the complaint is resolved, the countdown resumes from the original limit.
Tips
- Sellers, couriers, and admins cannot tap Receive item for you; only you or the automatic schedule can.
- Photographing the goods and packaging right away makes a complaint easier to decide.
- WhatsApp reminders are waiting for Meta's template approval; for now they go by app and email.
Common questions
Why did my order complete by itself?
Because 3 days passed since the goods arrived without a complaint. If something is wrong you can still file a complaint up to 3 days after the order completes.
The item was shipped but never came. What do I do?
Open the order and tap File a complaint, choose Item did not arrive. The countdown pauses; the seller replies within 2 working days, then the Resolution Center decides if it is declined or unanswered.
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Related guides
- Tracking an orderSee the order status from awaiting payment to completed, follow the shop courier on the map, and check the delivery photo on the website or in the Satupack app.
- Returns and refundsFile a complaint or return while the order is not yet completed and for 3 days after; if the seller declines, the case automatically goes to the Resolution Center.
- Contacting Customer CareReach the Satupack team by WhatsApp, phone, or email for order, payment, or account issues; replies arrive within one working day and never ask for your password.
- Chatting with a sellerAsk about stock, price, or delivery directly to the shop. Your personal details are not shared with the seller.
Still need help?
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