Handling Order Problems
Things go wrong. A card gets mixed up, an address is off, a buyer wants to send something back. This guide covers the tools TCGHaulTracker gives you to resolve each situation with tracked, documented shipments.
Which tool do you need?
Most order problems fall into one of four categories. Click the scenario that matches yours.
Wrong item sent
You sent the buyer a card that wasn't theirs. You need to get the right one out — and possibly get the wrong one back.
Wrong address
The address on file is incorrect or has changed. You need to reship to the correct destination.
Buyer requests a return
The buyer wants to send the card back. You need a way to get it to you with tracking.
Order is too large for one envelope
The order has too many cards to safely fit a single PWE. You need to split it across two tracked envelopes.
Wrong item sent
You've sent a buyer someone else's card. The fastest path forward depends on whether you want the wrong card back before sending the replacement.
If you want the wrong card back first:
Generate a return envelope from the order
Open the ⋮ menu on the order and choose "Return Envelope." TCGHaulTracker generates a pre-addressed, IMb-tracked envelope to your return address and downloads a print-ready PDF.
Use Reship Order to send the return envelope to the buyer
Open the same ⋮ menu and choose "Reship Order." Select the original address. This generates a fresh tracked outbound slip — put the return envelope inside this package when you mail it.
Wait for the return envelope to come back
When the buyer drops it in the mail, USPS scan events appear on the original order automatically. You'll know it's in transit before it lands in your mailbox.
Reship the correct card
Once the wrong card is back, use Reship Order again to send the correct one. Each reship is linked to the original order and consumes one credit.
Save a trip — if you already have the correct card on hand, you can include it in the same package as the return envelope. The buyer gets both at once: the correct card and a pre-addressed envelope to send the wrong one back. See One-trip resolution.
Wrong address
The original shipment went to the wrong address — either a typo on the order, a buyer who moved, or an address that failed USPS validation after the fact. Use Reship Order to send a fresh slip to the correct address.
Get the correct address from the buyer
Before generating anything, confirm the address with the buyer directly. TCGHaulTracker will CASS-validate whatever address you enter, but you need the right one to start.
Open Reship Order and select "Corrected address"
From the ⋮ menu, choose "Reship Order" then select the corrected address option. Enter the buyer's correct address — TCGHaulTracker validates it against USPS before generating the barcode.
Print and mail
The reshipment slip downloads immediately. The new barcode is enrolled in IV-MTR and tracking appears on the original order row.
If the original envelope was returned to sender by USPS, check the return scan events on the order before reshipping — this confirms it's actually coming back and you're not duplicating a delivery.
Buyer requests a return
The buyer wants to send the card back — condition not as described, changed their mind, whatever the reason. A return envelope gives them a tracked, pre-addressed way to do it without you needing to coordinate a label.
Generate a return envelope from the order
Open the ⋮ menu on the order and choose "Return Envelope." Select your preferred envelope format. The PDF downloads immediately — your return address is the destination, pre-validated by USPS.
Get the return envelope to the buyer
Use Reship Order to send it as a tracked outbound shipment, or if you're communicating with the buyer already, arrange another way to get it to them. The Reship approach gives you tracking on the outbound leg too.
Track the inbound return
When the buyer mails the return envelope, USPS scan events appear on the original order row automatically — no separate tracking number to manage. The order panel shows "Return in transit" and updates to "Returned to you" on delivery.
Each return envelope consumes one order credit and is valid for 45 days from generation. If the buyer doesn't mail it within that window, the barcode expires and a new one would need to be generated.
Order is too large for one envelope
Large orders — typically 20 or more cards, or orders where the total thickness exceeds what a PWE can safely carry — risk damage or non-delivery if crammed into a single envelope. Split Shipment lets you divide the order across two tracked envelopes, both linked to the original order.
A standard PWE can comfortably hold around 20–22 cards. Beyond that, the envelope may not close cleanly, may be flagged as non-machinable, or may tear in transit. Split Shipment spans two PWEs and covers orders up to around 40–44 cards — beyond that, a package label is the more practical option.
Open the order and choose "Split Shipment"
From the ⋮ menu on the order, select "Split Shipment." This generates two separate barcodes for the same order — each gets its own IMb and is independently tracked through IV-MTR.
Print both slips and divide the cards
Divide the cards between two envelopes however makes sense — by quantity, by card thickness, or by value. Each envelope gets its own slip with a unique barcode.
Mail both envelopes
Both tracking timelines appear on the same order row. The order is marked delivered when both barcodes have reached a delivered state.
As a rough guide: 1–22 cards fits a single PWE, 23–44 cards suits a split shipment across two PWEs, and 45+ cards can be the point where upgrading to a package label becomes the more cost-effective and practical choice.
One-trip resolution
When you sent the wrong card but already have the correct one on hand, you can resolve the situation in a single outbound shipment — no waiting for a return first.
This approach saves you a second reship and gets the buyer the correct card faster. The tradeoff is that you're trusting the buyer to actually mail the wrong card back — which is reasonable for most TCGplayer transactions, especially if the card value is low.
The return envelope's inbound scan events appear on the original order regardless of which path you took to get it to the buyer. You'll know when it's on the way back either way.