Facebook Marketplace order problem not as described: how do refunds and evidence work?
Shipped-order problems on Facebook Marketplace usually affect tracking, cancellations, item-not-received claims, returns, or seller-issued refunds. Sellers should verify whether the current issue is a normal support case or an escalated refund or protection dispute.
Order problems often start with shipping delays, damaged items, inaccurate order status, or buyer reports that the item was not received or not as described. Once a return or protection claim begins, Meta expects the seller to follow the documented order and refund workflow.
Review the order-problem and return guidance together so you can see both the buyer claim path and the seller refund path. If the status, payout, and refund behavior still conflict, use Meta support with the exact order reference and the current transaction state.
Official URLs to review: