Quick answer
To get paid, mark the item as shipped and add tracking (not needed with a prepaid label). Meta says payouts start 15 days after you mark it shipped (or 5 days after delivery confirmation) and can take up to 20 days in total, minus a 10% fee ($0.80 minimum). Payouts are held if your tax information or identity isn’t verified. Unshipped orders are canceled automatically.
Does this match what you see?
- Your Marketplace payout hasn’t arrived or shows as on hold.
- An order was canceled even though you agreed on a time with the buyer.
- Buyers can’t tap Buy now on your listings.
- You’ve been asked for your SSN, ITIN or ID, or verification keeps failing.
Computer (browser)iPhone & iPadAndroid
Based on Facebook Help Center pages on payouts, cancellations, refunds, shipping being disabled, claim appeals, seller policies, tax information, tax forms and identity verification, supplied by the site owner, 2026-10-31. Menu names differ by device and page (Your payouts, Shipping orders, Orders with delivery, Orders to fill).
Why this happens: the possible causes
Why seller problems happen, according to Meta.
| Problem | Usual reason |
|---|---|
| No payout yet | Not marked shipped, still in the payout window, or on hold |
| Order auto-canceled | Not marked shipped in time |
| Buy now disabled | Policy, cancellations or verification |
| Payouts on hold | Tax info or identity not verified |
- Item not marked as shippedCheck this first
Meta says you must mark the item shipped and add tracking to get paid, unless you used a prepaid label.
- Tax or identity verificationCheck this first
Meta says payouts stay on hold until your tax information and identity are verified.
Try these 60-second checks first
- Check the order is marked as shipped with tracking.
- Look for a banner in Your payouts asking for tax information.
How to fix it, step by step
Work through these in order. They start with the quickest, safest checks and only move to steps that sign you out or remove data later.
Fix 1: You haven’t been paid, or your payout is on hold
Meta says you’re paid only after marking the item shipped, and on a set schedule.
- Mark the item as shipped and enter a tracking number if you used your own label. Meta says you only see the payment after you do. With a prepaid label, you don’t need to mark it shipped.
- Check the timing: Meta says your payout starts 15 days after you mark it shipped, or 5 days after delivery confirmation, then can take up to 5 days to reach your account: up to 20 days in total.
- Check for a hold: Meta says payouts are held if you haven’t provided or verified your tax information, or if your identity can’t be verified.
- Check deductions: the 10% fee ($0.80 minimum per order) and any refunds come out of your balance.
Meta says the fee is based on the item price plus shipping and sales tax: for a $20 item with $5 shipping and $1 tax, the fee is $2.60. There’s no fee for local pickup or payments made outside checkout.
Did it work? Our check: Your payouts shows your balance, next payout date and the bank account it’s going to.
Did Fix 1 solve it?
Great, you fixed it with Fix 1. Tell us it worked, or bookmark this page in case it happens again.
Fix 2: Your order was canceled automatically
Meta says the system cancels orders that aren’t marked as shipped in time, regardless of any agreement with the buyer.
- Meta’s seller pages say you have 7 calendar days to ship and mark as shipped; its canceled-orders page says three days to make a prepaid label or mark as shipped. Our tip: ship and mark it shipped as soon as you can.
- Mark items as shipped, not sold: Meta says marking an item sold can cancel the order, and you need to mark it shipped to get paid.
- To sell it again, mark the item as available. Meta suggests messaging the buyer to ask if they still want it.
Did it work? Our check: your listing shows as available again, or the buyer re-orders.
Did Fix 2 solve it?
Great, you fixed it with Fix 2. Tell us it worked, or bookmark this page in case it happens again.
Buy now or shipping disabled on your listings
Meta says this can happen if you broke a Commerce Policy, canceled too many orders, or your identity verification is pending or wasn’t accepted.
- Too many cancellations: to appeal, Meta says go to Marketplace in the Facebook app > your Marketplace profile > All selling activities > Insights, then tap the cancellation rate under Shipping performance.
- Identity verification: go to your Marketplace profile > All selling activities > Your payouts, and choose the option to upload your documents. See accepted documents.
- Sent everything and still blocked? Meta says contact support from an order: on a computer, Your account > Shipping orders > your latest order > Contact Facebook support; in the app, from Order details, tap Contact Facebook support > Identity verification/identity information > I’m having trouble verifying my identity > My issue is different.
A buyer filed a Purchase Protection claim
- Meta says buyers can message you about a problem, and you must respond within 2 business days. If you can’t resolve it, or don’t reply in time, the buyer can file a claim within 45 days of delivery (or estimated delivery). Meta emails you if a claim is created.
- Meta says it reviews the order details, messages between you and the buyer, information you both provide, and the buyer’s past refund requests and purchase activity.
- If the claim goes in the buyer’s favor, Meta refunds them by deducting the item price, tax and shipping from your pending payout. Meta says some sellers must keep a payment method on file, which is charged if your balance doesn’t cover it.
Accept or appeal the decision
Meta says you must accept or appeal within 10 days of the first notification. On a computer: Marketplace > Orders with delivery > See claim details. In the app: Menu > Marketplace > Marketplace profile > Orders to fill > See claim details. Then choose Accept decision or Submit appeal, and add any information or photos. Meta’s app pages say decisions about appeals are final; if you win, the amount is refunded to you.
Meta’s tips to avoid claims: ship within 3 business days, ship everything in the order with accurate tracking, choose a shipping speed that arrives in the delivery window, and reply to buyers within 2 days.
Refund or cancel an order
- Cancel: Meta says you can cancel until the order is marked shipped, and neither of you is charged. Computer: Marketplace > Shipping orders > the order > Cancel order. App: Marketplace profile > Orders to fill > the order > Cancel order. Choose a reason. Meta says cancellations may affect your shipping performance.
- Buyer asked to cancel? Meta says you must accept the request; if you don’t accept or fulfill the order within 7 days, it’s canceled automatically, which Meta says may affect your shipping performance.
- Refund: sales are final, but you can refund. Meta says you can only issue a refund yourself before you’re paid out. Computer: Marketplace > Your payouts > the order > Refund buyer. App: Marketplace profile > Orders to fill > the order > Refund buyer. Choose Full or Partial refund.
- Already paid out? Meta says go to Shipping orders, select the order and tap Contact support. A refund after payout may be taken from your balance, future sales, or a payment method on file.
Tax information and identity verification
Meta says it collects tax information to meet its IRS obligations. It won’t be visible or shared on Facebook, and PayPal verifies it. You’ll see a banner in Your payouts when it’s time to add it.
- Meta asks for the last 4 digits of your SSN or your full ITIN, then the full 9 digits once your checkout sales reach $499 (another Meta page says more than $499 in a calendar year).
- New sellers can’t finish setting up until they provide it. Existing sellers asked for it have new and existing orders on hold until it’s verified, and Meta says unshipped orders are canceled 3 business days after they were placed.
- Payouts stay on hold, even for shipped items, until PayPal verifies your full tax information.
Verification keeps failing
- Asked again after submitting? Meta says re-submit valid documents in the suggested form.
- Pending for more than a week? Meta says contact support from Shipping orders: tap Contact support on a recent shipped order.
- Proof of identity: passport or passport card, driver’s license or state/government ID (front and back). Not accepted: military IDs, state medical cards, student cards, or expired, partial or obscured documents. Meta says the name must match your Marketplace profile.
- Proof of address showing your full name and home address: a utility, phone, bank or credit card statement, vehicle registration, or 401k or brokerage statement dated within the last 12 months; a home lease or grant deed; or a current ID showing your address. Meta says it can’t confirm PO Box addresses.
- Proof of SSN/ITIN: Social Security card, IRS letter assigning your SSN or ITIN, or a 1099, W-2, full-SSN paystub, or a tax document prepared and signed by a third-party preparer, from the last 12 months (Meta doesn’t accept self-prepared tax documents or self-completed applications). No access to these? Meta says your local Social Security Office can give you a letter confirming your SSN.
Tax forms: 1099-K and 1099-MISC
- Meta says you may get a Form 1099-K by mail from PayPal, depending on your sales; it can’t be downloaded.
- Meta says the IRS requires it to send a Form 1099-MISC to sellers it reimbursed who also received certain payouts from Meta; it mails a paper copy by January 31, and it can’t be downloaded either.
- Meta says the reported amount is the gross amount, including shipping, sales tax and fees, with no deductions for refunds or fees.
- You can download your sales report for the previous tax year from Marketplace.
Change your payout account or get payout help
- Computer: Marketplace > Your payouts > Payment info > Edit. App: Menu > Marketplace > Your account > All selling activities > Your payouts > View payout info, then the options next to your bank account.
- Meta says pending payouts go to your updated account.
- Error adding a bank or PayPal account? Meta says contact support from an order: computer Marketplace > Selling > Orders with delivery > the order > Contact support; app Your account > Shipping orders > the order > Contact support.
- Payout problem? In Your payouts > Payment history, open the order > See order details > Order help > Contact support. Meta says support replies by email, usually within 2 business days.
How to know it worked
- Our check: your order is marked shipped, no verification banner shows in Your payouts, and your next payout date is listed.
Still not working? Your next steps
- Buying, not selling? See Marketplace shipping and checkout for buyers.
- Listing not showing? See Marketplace listing not showing.
Official help routes
SocialAppFix can’t see or change your account. For account decisions, recovery and appeals, only the platform’s own tools can help. These links go to the official sites.
- Facebook Help: Get paid for selling with shipping on MarketplaceFacebook Help Center (external site, opens in a new tab)
- Facebook Help: Why shipping may have been disabled on your listingsFacebook Help Center (external site, opens in a new tab)
- Facebook Help: Providing your tax identification informationFacebook Help Center (external site, opens in a new tab)
Frequently asked questions
How long does Facebook Marketplace take to pay sellers?
Meta says payouts start 15 days after you mark the item shipped, or 5 days after delivery confirmation, and can take up to 20 days in total to reach your account.
What is the Marketplace selling fee for shipped orders?
Meta says 10% per order, with a $0.80 minimum, based on the item price plus shipping and sales tax. There’s no fee for local pickup.
Why was my Marketplace order canceled automatically?
Meta says orders are canceled if you don’t mark them as shipped in time, whatever you agreed with the buyer. Marking an item sold instead of shipped can also cancel it.
Why does Facebook want my Social Security number for Marketplace?
Meta says it collects SSN or ITIN information to meet its IRS obligations when you sell with shipping, verified by PayPal and not shared on Facebook. Our advice: only enter it inside Facebook’s own Marketplace screens (shipping setup or Your payouts), never in a message, email or link someone sends you.
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Sources and how we checked this guide
We base steps on the platforms’ own help pages and the phone makers’ official guides. Menu names change often and can differ by device, app version and region. Where a platform page could not be independently read, we link it so you can check the current wording yourself.
- Get paid for selling with shipping on Marketplace (external site, opens in a new tab)
- Cancel an order sold with shipping on Facebook Marketplace (external site, opens in a new tab)
- Issue a refund for something you sold with shipping on Facebook Marketplace (external site, opens in a new tab)
- Why shipping may have been disabled on your Facebook Marketplace listings (external site, opens in a new tab)
- Appeal a Purchase Protection claim on Facebook Marketplace (external site, opens in a new tab)
- Policies and best practices for shipping on Facebook Marketplace (external site, opens in a new tab)
- About providing your tax identification information when selling with shipping on Marketplace (external site, opens in a new tab)
- Tax forms you’ll receive when selling with shipping on Facebook Marketplace (external site, opens in a new tab)
- I’m having trouble verifying my identity for shipping on Facebook Marketplace (external site, opens in a new tab)
- Acceptable forms of identification for seller verification on Facebook Marketplace (external site, opens in a new tab)
- Why your Facebook Marketplace order may have been canceled (external site, opens in a new tab)
- Issues buying or selling with shipping on Facebook Marketplace (external site, opens in a new tab)
Last reviewed 31 October 2026 by the SocialAppFix editorial team against the sources above. Next scheduled review: 30 April 2027. How we write and review guides.
What changed
- 31 October 2026: First published.
SocialAppFix is an independent guide and is not affiliated with or endorsed by Meta or Facebook. We never ask for passwords, login codes or payment to fix an account.