Your Order Status Explained: From Purchase to Your Door
Your order status tells you where your import is right now and who is holding it. A courier order with Scott’s Shipping Services moves through six main statuses: Processing, Order Placed with Seller, Order Dispatched by Seller, Received at Depot, Order Out with Local Courier and Completed. This guide explains what each order status means, what happens at that step, and the normal time it takes, so you know when to wait and when to get in touch.
In This Guide
Where Do You Find Your Order Status?
Log in to your account and open the Orders page. Each order shows its current status, and we update it at each key stage. Once your parcel is handed to our local courier partner in South Africa, you also get that courier’s tracking for the final leg.
The status reflects the whole journey because we run the whole journey. We buy the item from the seller, ship it, clear it through SARS and deliver it to your door, all inside one quoted price. There is no second company to chase halfway through. If you would like the full process before you order, our step-by-step guide to importing covers it.
Order Statuses at a Glance
| Status | What it means | Normal time |
|---|---|---|
| Pending payment | The order is created but not yet paid | Until you pay. Quotes are valid for 24 hours |
| On hold | You paid by EFT and we are waiting for the funds to clear | Up to 48 hours |
| Processing | Payment has cleared and we are placing your order with the seller | Card payments clear immediately |
| Order Placed with Seller | We have bought the item and the seller is preparing it | Large US retailers usually dispatch within 48 hours; individual sellers can take longer |
| Order Dispatched by Seller | The seller has sent the item to our overseas depot | Depends on the seller’s shipping method |
| Received at Depot | The item is at our depot and goes onto the next available flight to South Africa | Customs clearance runs while the parcel is in transit |
| Order Out with Local Courier | The parcel has cleared customs and is on its way to you | Usually overnight; outlying areas may take longer |
| Completed | The parcel has been delivered | Report any damage within 48 hours |
Our overall estimate is 10 to 21 days from the date we place your order. It is an estimate, not a guarantee. The two things that move it most are how quickly the seller dispatches and the transit from our depot to South Africa.
Before We Place Your Order: Pending Payment, On Hold and Processing
Pending payment
Your order exists, but we have not received payment. Nothing has been bought yet. Quotes are valid for 24 hours because exchange rates, seller prices and shipping costs move, so an older quote may need to be recalculated before you pay.
On hold
You chose to pay by EFT and we are waiting for the funds to reflect in our account. This can take up to 48 hours. We do not place any order until the money has cleared, without exception. This reduces the risk of fraud.
Processing
Payment has cleared and we are buying your item from the seller using the product link you gave us. Card payments clear immediately, so most card orders reach this status straight away. Once the purchase goes through, the status changes to Order Placed with Seller.
With the Seller: Placed and Dispatched
Order Placed with Seller
We have bought your item. It is now with the seller, who has to pick, pack and ship it to our overseas depot. This is the stage with the widest range of times, and it is the one we control least. Large US retailers usually dispatch within 48 hours. Individual sellers on marketplaces can take significantly longer, and a seller’s own handling time applies no matter who the buyer is.
A slow seller does not change your price. Your quote already covers the item, international shipping, duty, VAT, clearance and local delivery, so a wait at this stage costs time, not money. If you are choosing between sellers, our checklist for spotting reputable online retailers helps you pick one that ships reliably.
Order Dispatched by Seller
The seller has sent your item to our depot. It is in transit between the seller and us, using the seller’s chosen shipping method. When the depot receives it, the status changes to Received at Depot.
From Our Depot to Your Door
Received at Depot
Your item is with us. We bundle it onto the next available flight to South Africa. Customs clearance is processed while the parcel is in transit, not after it lands. We are the importer of record and we prepare the entries ourselves, which is why duty and VAT are already worked into your quote. If you want to know how those figures are built, see how customs value is determined in South Africa.
Now and then SARS pulls a parcel for inspection. It is rare, and when it happens the delay is usually short.
Order Out with Local Courier
Your parcel has arrived in South Africa, cleared customs and been handed to our local courier partner. We dispatch the same day it clears. Delivery is usually overnight, though outlying areas and larger items may take a little longer. From here, the courier’s own tracking shows you the final leg.
Completed
Your parcel has been delivered. Please open it and check it soon after it arrives. If anything is damaged or materially different from what you ordered, contact us within 48 hours of delivery with photographs. We assess each case and, where appropriate, lodge a claim with the retailer or the shipping provider for you.
Cancelled, Refunded or Failed
These statuses close an order that did not go ahead. Where a refund applies, it goes back to your original payment method within 10 business days of approval.
When Should You Contact Us About Your Order?
Most orders need nothing from you after payment. Get in touch when one of these applies:
- An EFT order still shows On hold more than 48 hours after you paid.
- You need to change or cancel an order that has not yet been placed with the seller.
- Your parcel arrived damaged or does not match what you ordered. Tell us within 48 hours.
- The courier’s tracking shows a delivery you did not receive.
Use our contact page and include your order number. We work Monday to Friday, 08:00 to 17:00 (SAST), and aim to reply within an hour during business hours. For general questions about the service, our FAQ covers payments, restrictions, customs and delivery.
Frequently Asked Questions
Why does my order still say Processing?
Processing means your payment has cleared and we are placing the order with the seller. Once the purchase goes through, the status changes to Order Placed with Seller. If you paid by EFT, the order shows On hold first, for up to 48 hours, while the funds clear.
How long does it take for my order to arrive?
Our estimate is 10 to 21 days from the date we place your order with the seller. The main variables are how quickly the seller dispatches and the transit from our depot to South Africa. The estimate is given in good faith but is not guaranteed.
Can I cancel my order after it has been placed with the seller?
Once we have placed the order with the seller, it cannot be cancelled or changed. If the seller has not dispatched yet, we will make reasonable efforts to cancel for you, but this is not guaranteed.
Will I have to pay anything extra when my parcel arrives?
No. Your quote includes the item, international shipping, customs duties, VAT, SARS clearance fees and door-to-door delivery. In the rare case that duties or taxes come out higher than our estimate, we absorb the difference. You never pay more than your accepted quote.
Can I track my parcel with the local courier?
Yes. Your account shows each status from purchase onwards. Once your parcel clears customs and goes out with our local courier partner, you also get that courier’s tracking for the final delivery.
What should I do if my parcel arrives damaged?
Contact us within 48 hours of delivery with photographs of the item and the packaging. We assess the case and, where appropriate, lodge a claim with the retailer or the shipping provider on your behalf.
If you’re planning your next import, don’t leave it to chance.
Scott’s Shipping Services is here to make the process smooth,
cost-effective, and fully compliant. Get your quick estimate today
using our online calculator,
or contact us for expert advice on your shipment.
