I ordered an item on Wildberries back in July, and it's still showing "processing" status. The seller won't respond in the chat, but the money's already been charged. Where should I go to get my money back or actually receive the order?
A month stuck on "processing" is definitely not normal 😕 First thing, try filing a complaint directly in Wildberries through the app or website. Usually there's a "Report" or "Return item" button on the order card - click it and select "Item not shipped" as the reason. Attach screenshots of your messages with the seller (or proof they're not responding) - that'll help. Wildberries reviews these complaints and can either force the seller to ship your order or process a refund.
If nothing happens through the marketplace app after a couple of days, contact Wildberries support - they have a feedback form or a hotline. Explain the situation: the item hasn't shipped in a month, the seller isn't responding, and the money's been charged. Usually customer service reacts faster than the seller themselves.
As a last resort, if the marketplace is dragging its feet, you can try blocking the payment through your bank (if you paid by card) - tell the operator that the item hasn't been delivered and the seller won't respond. But that's a last-ditch effort - better to give the marketplace a few days to review your complaint first 💙
If the seller isn't responding, file a complaint through Wildberries' feedback form itself, not in the seller chat - that's where the marketplace moderators work, not the seller. Complaints like that usually get reviewed faster, especially when it's about an order that's stuck.
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