Shipping issues FAQ for sellers

Having trouble with shipping? This article covers common shipping problems sellers might run into. You’ll find quick steps to fix the issue or get support. 

If you're running into an error while generating a label, check out Fix errors while generating a label. 

On this page: 

• Label and shipping setup issues
• Order and fulfillment issues
• Delivery and tracking issues
• Damaged or return items

Label and shipping setup issues

Where can Whatnot sellers ship to?

Whatnot ships to the United States, Canada, the UK, and most other countries around the world. View available countries when you checkout an item. Whatnot will also ship to PO/APO/FPO addresses.

What type of shipping label will I get from Whatnot?

The shipping labels and carrier is based on your location (return address):

• United States: USPS (Ground Advantage, Priority Mail, First-Class Mail Letter for domestic Sports Cards and TCG shipments only) or UPS (beta)
• Canada: Canada Post Tracked Packet
• United Kingdom: See more info here
• Germany: See more info here
• France: See more info here
• Austria: See more info here
• Netherlands: See more info here

If you plan on shipping items from a different location than your return address, you will need to update your return address to ensure the shipping labels have the correct postage paid.

The carrier says that I can’t ship this package or I owe extra. What do I do? 

Occasionally carrier employees are not familiar with every shipping program. If there is a difference in your actual package size or weight from what the label shows, a correction may be needed. You can edit the weight and dimensions of any label directly in the Shipments tab of your Seller Hub. Sellers are responsible for ensuring that the weight and dimension of their label are correct. 

If you need to adjust the weight and dimension and generate a new label, you may be charged the incremental cost of the new label. For more information see our Shipping Adjustments FAQ.

A buyer said they had to pay extra postage. What do I do? 

If your buyer lets you know they had to pay postage due fees, please have them contact Whatnot for a refund. Please note, postage due fees are different than customs and duties fees. Please see this article for more information. 

Postage due fees incur when the shipping label's weight was less that the true weight of the item. In order to avoid this in the future, please ensure your item's weight is listed accurately, including the weight of the shipping materials.

How do I fix a label in the wrong format?

Yes, you can update your shipping label format under your shipping settings, below the Bulk Actions on the Shipments section of the Seller Hub. You can also review the shipping label size before confirming bulk label generation. Once your label format is updated, you can regenerate your shipping labels. Please note, if you alter the weight or dimension of the packages, you may incur charges for your label adjustments. Please see this article for more information. 

What happens if I need to unbundle after generating a label? 

If you've already generated a label for a shipment and decide you need to break it up into multiple shipments by unbundling before OR after you ship the shipment, the original label will be voided and replaced with a new label. Don't use the original label! 

An order that is already in transit can't be unbundled. For example, you forgot to include an item that should have been included with the original shipment. Doing this will void the original label and could prevent payout from occurring.

If you forgot to include an item in your original shipment, but you've already sent the shipment, please reach out to support via the order in the app for help

Order and fulfillment issues

What if I forgot to include an item in shipment? 

If you forgot to include an item in your original shipment, but you've already sent the shipment, please reach out to support via the order in the app for help

Can I ship multiple items in one box if I was given more than one label? 

Yes! You can send all items in 1 package, but you must bundle the orders in your Seller Hub before printing the shipping label. If items are sent in 1 package, but not bundled in your Seller Hub, your payouts may be affected because the items will appear as "preparing package" instead of shipping. 

I won’t be able to ship on time. What should I do?

If you experienced an unexpected emergency and won't be able to ship on time, please write our team at trustandsafety@whatnot.com and request a temporary shipping exception. With your request, please include information about why you need this exception and when you expect to be able to fulfill orders.

Delivery and tracking issues

I dropped off my items, but tracking hasn't updated. 

Tracking updates for packages may take 2-3 business days to update and reflect shipping progress. If you have dropped off your packages but the carrier has not scanned them yet, please allow 2-3 business days for the package to be scanned and entered into their tracking system. 

If the package has not received a tracking update after 2-3 business days of dropping it off, please click here to contact our Seller Support team.

A buyer reached out to me about a shipping issue. What should I do?

If a buyer contacts you about one of your sold orders having a shipping issue, you can direct the buyer to contact our support team directly so that we can assist them.

For example, if a buyer is experiencing a shipping delay, their shipping label had the wrong address, or their package is marked as delivered, but they are missing it, our support team can assist them directly.

Buyers are able to start help requests with our support team by clicking on their purchase and hitting Get help with this purchase. 

Damaged or return items

What should I do if an item was returned to sender?

If an item you sold is returned to you, please contact our support team within 7 days of the item's delivery and our team will guide you through the next steps to resolve the issue efficiently.

• Navigate to the order in-app
• Select Get help with this order
• Select Shipping
• Select Package was returned to sender

Depending on the situation, you may be asked to either reship the item or issue a refund to the buyer.

The item I sold was damaged during shipping. What should I do?

As long as the items you sent were packed appropriately, you will not be penalized for an item being damaged in shipping.

If items you shipped were improperly packed and sustained damage, you may have to pay higher seller fees, or your selling privileges could be deactivated.

Learn more about packaging guidelines and tips for different categories.