Order protection support
Clear next steps when an order is lost or seriously delayed.
Wayco helps customers identify eligible orders, report a delivery issue, and receive a clear next step through a structured review process.
Eligibility and available outcomes depend on the protection terms associated with the order.
What happens next
- 01
Identify the order
Order number, retailer or seller, and purchase email.
- 02
Provide delivery details
Tracking, carrier, and expected delivery information.
- 03
Information is reviewed
Checked against the terms connected to the order.
- 04
Receive the next step
Sent to the email address used for the request.
This explains the general process. It is not a live status view for an individual request.
What would you like to do?
Check an order
Provide the order number, purchase email, and retailer or seller information so Wayco can identify the appropriate next step.
Check an orderReport a delivery issue
Submit the order and shipment information connected to a lost or materially delayed delivery.
Start a requestRequest an update
Use your Wayco reference and matching contact information to request the latest available update.
Request an updateOne process, explained clearly.
Start with the order
Provide the order number, retailer or seller, purchase email, and available shipment information.
Describe the delivery issue
Explain what happened and include the most recent tracking or retailer information available to you.
Information is reviewed
Wayco reviews the submission against the relevant programme terms and may ask for additional information.
Receive the next step
Updates and requests for further information are sent to the verified email associated with the submission.
Review timing depends on the completeness of the information and whether third-party confirmation is needed.
Support for common delivery problems.
Lost order
An order may be considered for review when it has not arrived after the relevant waiting period and the available order and tracking information have been considered.
Learn about lost ordersDelayed order
A materially delayed order may be considered when delivery exceeds the threshold defined by the protection terms connected to the purchase.
Learn about delayed ordersHave the information connected to the order ready.
Order details
- Order number
- Retailer or seller
- Purchase date
- Purchase email
- Order amount
- Item description
Shipment details
- Tracking number
- Shipping carrier
- Expected delivery date
- Last visible tracking event
- Actual delivery date, when applicable
Supporting information
- Order confirmation
- Tracking history
- Retailer communication
- Carrier communication
- Details of any refund or replacement already received
Do not submit full payment-card information, passwords, authentication codes, or unrelated identity documents.
Already submitted a request?
Wayco does not display private claim information publicly. Provide your reference and matching contact details to request the latest available update securely.
Designed around clear customer communication.
Structured intake
Each form explains why a piece of information is useful and separates required details from optional supporting material. That reduces repeated requests later in the process.
Human review
Complete requests are considered by a support team rather than scored automatically in the browser. Outcomes are never presented as instant decisions.
Data minimisation
Wayco asks only for information connected to identifying the order and understanding the delivery issue. Payment credentials and unrelated identity documents are never requested.
Private communication
Request-specific information is not published on this website. Correspondence is sent to the verified email address associated with the submission.
Order-protection support for commerce programmes.
Wayco works with eligible commerce programmes to support structured delivery-issue intake, customer communication, and request administration.
Questions
Start with the order.
Choose the next step that matches your situation.