Seller Provided Support is currently available for purchases from select sellers. Depending on the seller, your support request may be routed directly to them or to Whatnot Support. This feature will expand to more sellers over time.
Overview
Whatnot’s Seller Provided Support formerly known as Customer Service or Direct Service, gives sellers more control over their post-purchase experience. For certain order issues, like missing or damaged items, your support request will go directly to the seller, allowing them to resolve the issue quickly and communicate with you directly through the app.
The strongest buying experiences are built on trust. Seller Provided Support helps sellers take more ownership over their post-purchase interactions, allowing them to respond faster and ensure you get what you ordered, in the condition you expect.
If an issue is outside the seller’s control or can’t be resolved directly, Whatnot Support will step in to help make things right. Our goal is to provide a reliable, consistent experience for every buyer on Whatnot.
Whatnot Buyer Protection Coverage
The issues below may be sent to the seller and are covered by Whatnot’s Buyer Protection Policy. Sellers are required to honor Whatnot’s policies when handling buyer requests (Sellers are not required to honor refunds or returns for buyer’s remorse or other reasons not covered):
- Item is substantially delayed in getting shipped
- Item is missing*
- Item is incorrect or the item is correct but the wrong size/color*
- Item does not match the description, condition, or photos listed
- Item is defective, doesn’t work, or expired
- Item was returned to sender
- Item was damaged in transit
*Missing and wrong item requests from purchases of products like Breaks/Surprise Products and any consumable product that can be opened (e.g., beauty and cosmetics) are excluded and handled by Whatnot Support.
How Seller Provided Service Works
All time frames listed are business hours/days and exclude the weekend.
When a buyer requests support on their order(s), your message goes directly to the seller’s Inbox. Sellers are expected to review your request and respond as soon as possible.
Sellers can respond in the following ways:
Seller provides a full refund and does not require a return
- The buyer will see their refund reflected on the original form of payment within 3–5 days.
Seller provides a full refund and does require a return
- The buyer has 5 days to drop off their return package. After the seller receives the return package, they have 48 hours to review the returned items
- If the seller accepts the return, the buyer will see their refund reflected on the original form of payment within 3-5 days
- If the seller disputes the return, the request will be put on hold and escalated to Whatnot Support
- Whatnot will investigate the buyer's support request. If the request is approved, buyers will see their refund reflected on the original form of payment within 3-5 days
Seller offers a partial refund
- The buyer has 48 hours to respond to the offer
- If the buyer accepts, the refund will be reflected on the original form of payment within 3-5 days
- If the buyer declines, the buyer will automatically be approved for a full refund if they return the item to the seller. The buyer will have five days to ship their return
Seller sends a replacement
- If the replacement is not sent within 48 hours, Whatnot may authorize the buyer to send the original item back to the seller within five days for a full refund.
Seller sends a message explaining why they are not issuing a refund
- The buyer can escalate the request to Whatnot Support for a second look and our team will investigate. If the request is approved, buyers will see their refund reflected on the original form of payment within 3-5 days.
Seller sends a message requesting more information or clarification
- The buyer provides additional photos / videos / details on the issue.
If the issue isn't resolved or the seller doesn’t respond, you can escalate to Whatnot Support by tapping the ‘?’ icon in the top right of the support request thread.
Key Inbox Features
- Once you’ve submitted a support request, you can find it in your Inbox, accessible from the top-right of the Home menu on mobile and web
- To view requests related to your purchases, use the “Purchases” filter in your Inbox. Your Inbox includes both social DMs and any support requests where you’ve asked for help with a purchase
- If the seller does not respond or the issue is not resolved, you can select the ‘?’ icon at the top-right of the support request to escalate to Whatnot Support. Whatnot will investigate the request and notify you by email.
Buyer FAQ
How do I start a return or request help?
In the app:
- Tap Activity > Purchases
- Select your order
- Tap Get help with this purchase
Please note that these requests must be submitted within our required time frames to be eligible for a refund. It is up to seller discretion to accept requests submitted outside of these time frames.
The support request feature is currently only available in the Whatnot app on Android and iOS.
What if the seller does not respond?
If the seller does not respond to your support request, you can escalate to Whatnot Support, by clicking on the ‘?’ icon at the top right of a support request. Whatnot will take a look at your request and help with a resolution if covered by the Whatnot Buyer Protection Policy.
When Whatnot handles a request, Whatnot may require the item(s) to be returned to the seller or Whatnot to receive your refund.
What if the seller doesn’t offer me a refund?
If you feel the seller is not offering you a fair resolution, you can escalate to Whatnot Support, by clicking on the ‘?’ icon at the top right of a support request. Whatnot will take a second look at your request and help with a resolution if covered by the Whatnot Buyer Protection Policy.
When Whatnot handles a request, Whatnot may require the item(s) returned to the seller or to Whatnot to receive your refund.
How can I check the status of my request?
The status of your support request is located within your Inbox or within Purchases in the app.
Option 1 – Inbox View:
- Go to Home
- Tap the Inbox icon (top right)
- Select Purchases filter to view request statuses
Option 2 – Purchase History:
- Go to Activity > Purchases
- Select the relevant order and select View support request
How do I return my item(s)?
If your refund requires a return:
- Drop off the return within 5 business days of approval. Returns not dropped off within 5 business days may be canceled.
- You’ll receive a return label via email and in the order details within Activity > Purchases
- Items must be returned in the same condition received
- Follow packaging guidelines to avoid damage during return
- Incorrect or damaged returns may be denied.
When will I receive my refund?
Refunds will be processed at the following times:
- Full refund without return: Same day when the seller accepts the request.
- Full refund with return: When the seller confirms receipt of your returned item(s) or 48 business hours after your return is delivered, whichever comes first.
- Partial refund offer: When buyer accepts the partial refund offer from the seller.
Buyers that exhibit indications of refund fraud may be denied refunds or have their account reviewed.
Once your refund has been processed, you should see the refund reflected on your original form of payment within 3-5 business days.