(Support & Escalation – Seller & Buyer Guide)

Sometimes a case feels “stuck” — no updates, no movement, no clarity.
On Kingston Express, stalled cases are usually under review, waiting on verification, or paused for external checks — not ignored.

This guide explains:

• Why cases stall
• How to identify a true delay
• What actions actually help
• When escalation is appropriate
• How Dispatched by Kingston Express reduces stalled cases

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First: What “Stalled” Usually Means #

Most “stalled” cases are actually:

• Under evidence verification
• Waiting on bank, courier, or customs input
• Queued for specialist review

📌 No update does not mean no work is happening.

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Common Reasons Cases Get Delayed #

Cases often slow down due to:

• Disputes or chargebacks
• Missing or unclear information
• International shipping checks
• External parties (banks, customs, couriers)
• High-volume periods

📌 Complexity increases review time.

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How to Tell If a Case Is Truly Stalled #

A case may be considered stalled if:
✔ It exceeds the stated response timeline
✔ No status change occurs for an extended period
✔ No follow-up request is issued

📌 Always compare against expected timelines first.

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Step 1️⃣ Check the Case Status Carefully #

Before acting:

• Review the latest status
• Read any instructions carefully
• Confirm no action is required from you

📌 Many delays are waiting on user input.

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Step 2️⃣ Confirm No Information Is Missing #

Check whether:

• Evidence was requested but not submitted
• Clarification questions were missed
• Files failed to upload correctly

📌 Incomplete info pauses cases.

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Step 3️⃣ Wait the Full Review Window #

If the case is:

• Within normal timelines
• Actively under review

✔ The best action is to wait

📌 Premature follow-ups reset queues.

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Step 4️⃣ Follow Up the Right Way (If Truly Delayed) #

If timelines are exceeded:
✔ Reply to the existing ticket
✔ Reference the ticket or order number
✔ Ask for a status update calmly

Example:

“Hello, this case appears to be beyond the stated review timeframe. Could you please confirm the current status?”

📌 Polite, single follow-ups work best.

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Step 5️⃣ When Escalation Is Appropriate #

Escalate only if:
✔ The case is clearly overdue
✔ No response after follow-up
✔ A process error appears likely

📌 Escalation without cause slows resolution.

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What NOT to Do With Stalled Cases #

❌ Open multiple tickets
❌ Re-submit the same request
❌ Message daily
❌ Escalate emotionally

⚠️ These actions push cases backward.

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How Dispatchment Reduces Stalled Cases #

Orders Dispatched by Kingston Express:

• Use centralized records
• Require fewer clarifications
• Resolve faster internally

📦 Verified data prevents stalls.

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When Delays Are Outside Platform Control #

Some delays are unavoidable:

• Bank chargeback reviews
• Customs inspections
• Weather or regulatory delays

📌 These are monitored, not ignored.

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Turning Delays Into Prevention #

After resolution:
✔ Identify what caused the delay
✔ Improve listings or documentation
✔ Use dispatchment where possible

📈 Prevention is the real win.

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Final Rule (This Preserves Sanity) #

👉 Stalled does not mean stuck — it means under verification.

Users who understand timelines, follow up correctly, and rely on Dispatched by Kingston Express experience fewer delays, faster clarity, and smoother support outcomes 🎧📦🛡️