Seller Provided Support is currently available to all new U.S. sellers. Seller Provided Support is rolling out to all US seller accounts starting September 1, 2026 (international coming later this year), and becoming the standard support experience for sellers on Whatnot.
Overview
The strongest seller businesses are built on trust – trust that grows every time you go live for your community, ship orders quickly, and make sure buyers receive exactly what they ordered. Taking ownership of those moments helps you build a reliable, consistent brand on Whatnot.
Seller Provided Support (SPS) gives you even more ownership over the post-purchase experience. This feature allows sellers to manage eligible buyer issues — such as missing items, damaged items, or order delays, directly from their Inbox in the Customer Support tab without waiting for Whatnot Support to step in.
By handling issues directly, sellers can:
- Provide faster resolutions and reduce wait times for buyers
- Build trust and transparency through consistent communication
- Deliver a seamless post-purchase experience that keeps buyers coming back
SPS performance will be evaluated as part of Premier Shop eligibility starting September 1, 2026 for existing US sellers on SPS, and 30 days after new SPS users are enrolled. This allows sellers time to get familiar with SPS before it impacts Premier Shop. In order to earn or keep Premier Shop status, all US sellers will need to respond to at least 95% of buyer requests within two business days. Read more here.
How It Works
All time frames listed are business hours/days and exclude the weekend and national holidays.
When a buyer requests help with an order in-app, the request will be sent directly to the seller’s Inbox. The seller is expected to respond as soon as possible; if a seller does not respond within two business days, it may impact their account standing.
If a seller does not respond within two business days and the buyer escalates the issue, Whatnot will step in to resolve it, including issuing a refund and billing the amount back to the seller. If a seller believes a billback was applied in error, they'll be able to submit an appeal for review.
Sellers can respond in one of 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 10 days to drop off their return package. If the package isn’t dropped off within that window, the refund request will be cancelled.
- After the seller receives the return package, they have 48 hours to review the returned items.
- If the seller confirms 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 escalated to Whatnot Support for review.
- Whatnot will investigate the buyer's support request. If a refund is approved, buyers will see their refund reflected on the original form of payment within 3–5 days.
Seller offers a partial refund
- Please discuss the partial offer amount in Messages with the buyer before sending an offer. Once the offer is sent, you are not able to edit it.
- The buyer has 48 hours to respond to the partial refund offer.
- If the buyer accepts, the refund will be reflected on the original form of payment within 3–5 days.
- If the buyer declines, they will automatically be approved for a full refund if they return the item to the seller. The buyer will have 5 days to ship their return.
Seller sends a replacement
- The seller should discuss the replacement with the buyer, send photos, and confirm the buyer is willing to accept the replacement before processing it.
- The seller needs to generate a shipping label and share the tracking information with the buyer.
- If the replacement is not sent within 48 hours, Whatnot may authorize the buyer to send the original item back to the seller for a full refund.
Seller sends a message explaining why they are not issuing a refund
- If the product issue doesn’t fall within the seller’s responsibility, outlined in our Seller Protection Policy, the seller should message the buyer letting them know why they will not be receiving a refund and provide any relevant evidence.
- The buyer can escalate the request to Whatnot Support for a second look. If Whatnot approves a refund, the seller may be billed back for associated refund costs, and the buyer 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 seller can request additional details, photos, or videos from the buyer to better understand the issue.
Seller does not respond
- The buyer may escalate the request to Whatnot Support, and our team will investigate the buyer's support request.
- If Whatnot approves a refund, sellers may be billed back for associated refund costs, and buyers will see their refund reflected on the original form of payment within 3–5 days.
Key Inbox Features
- Customer Support Requests are found in your Inbox, which you can access from Home on mobile and web
- All Customer Support Requests related to your sales can be found in the “Customer Support” tab in Inbox. The “All Messages” tab will also include any social DMs or Support Requests where you’ve requested help on your purchases
- You can respond to your buyers by offering a refund or replacement, messaging them to discuss a resolution, or letting them know why you won’t be able to offer a refund
- You can manage your Inbox by marking messages unread to return to later, or by archiving a conversation. An archived conversation will return to your main Inbox if you send a new message
How to Handle Support Requests
When buyers request help with an order for any of the reasons listed below, the request is sent to the seller to resolve the issue directly with the buyer. Refer to our Seller Protection Policy for more details on how refund coverage works - what's handled by Whatnot, what's the seller’s responsibility, and how we can work together.
Sellers are responsible for the issues covered below:
- The item is substantially delayed in getting shipped
- An item is missing*
- An item is incorrect or the item is correct but the wrong size/color*
- The item does not match the description, condition, or photos listed
- The item is defective, doesn’t work, or expired
- The item was returned to Sender
- The item was damaged in transit (eligible for automated USPS claim**)
- The item was spoiled upon arrival
For issues not listed above, including returns for buyer’s remorse, it’s up to the seller to decide whether to accept the return or refund. Buyers can escalate to Whatnot for further resolution.
*Excludes consumable products like Breaks/Surprise Products and any product that can be opened (e.g., beauty and cosmetics). Missing and wrong item requests from purchases of consumable products will be sent to Whatnot Support, in addition to order issues not listed above
** Learn more about Automated Claim Filing here
Seller FAQ
General
How does SPS impact Premier Shop eligibility?
Starting with the September 1 Premier Shop evaluation, any sellers who have been on SPS for at least 30 days will need to have a response rate of 95% over the 90 days prior.
If you missed no more than three support requests, your Response Rate will not be evaluated and you’ll still be considered eligible for Premier Shop.
What are the benefits of Seller Provided Support?
- Direct ownership of the post-purchase experience: At Whatnot, we're empowering you to build trust and loyalty by delivering a high-quality, end-to-end experience for your buyers. With this update, you will have more direct interaction with your buyers and greater transparency into customer sentiment.
- Efficiency and better resolutions: For many issues, you are in the best position to provide quick and dynamic resolutions for your buyers. Seller Provided Support provides streamlined communication and refunds tooling so sellers can work with buyers to find a fair outcome without needing to ask for assistance from Whatnot.
- Full visibility into trackability of support requests: You will receive updates in-app throughout the support request process so you always know the latest status, understand what’s coming next, and can review past requests.
What options do I have to resolve requests from buyers and how am I charged?
The amount you will be charged depends on how you resolve the request for the buyer. Where you are charged for refunds, the amount will be deducted from your Whatnot ledger
| Seller Response | Timing of Ledger Adjustment | Ledger Adjustment Amount |
| Full refund without a return | After you offer the refund | Total payout + buyer paid shipping + payment processing fee |
| Full refund after the item is returned | After you confirm the return or 48 business hours after return delivery, whichever comes first | Total payout + buyer paid shipping + payment processing fee + return shipping cost |
| Send a replacement item | N/A | N/A (sellers must purchase a shipping label to send the replacement item) |
| Offer a partial refund | After buyer accepts the partial refund offer | Partial refund amount |
| No refund or replacement offered* | N/A | No charge from Whatnot |
*Please note that if a buyer escalates a request and Whatnot Support determines the buyer should be refunded, you may be charged for the refund costs above and be required to cover commission.
How will I know I have a support request?
All support requests are accessible in the Inbox by clicking into the Customer Support tab and you will be notified via email and in-app notifications whenever you receive a new request. You can also find support requests related to a specific order from the Orders page by clicking “View Support Request”.
Regarding the Response Rate, what counts as “responding” to a support request?
“Responding” to a support request includes:
- Actioning the request (e.g., full refund, partial refund, replacement item) and/or
- Replying with a message*
Either of the above actions must be completed within two business days.
If you need more time to review the buyer’s request, always let them know you are looking into it so they are informed and your Response Rate is protected.
Cancellation requests do not count toward your Response Rate as cancellations are up to the discretion of the seller. However, providing a timely response is still important for providing a great buyer experience, and you will often have to respond to cancellation requests before you can ship the item.
*Note – replying to a regular Direct Message (outside of the support request conversation), or any other form of buyer communication, does not count as a response. If a buyer creates multiple support requests, you need to respond to each one individually.
Does “responding” mean I have to offer the buyer a refund or replacement?
No. Whatnot sellers are empowered to make their own decisions regarding buyer requests, as long as they abide by Whatnot’s Buyer Protection Policy. ‘Responding’ means issuing a Seller Provided Support action (e.g., refund, replacement) or to responding to the support request with a message.
What counts as a “business day” when measuring response timing?
Business days exclude weekends (Saturdays and Sundays) and national holidays.
What if I go on vacation and cannot answer support requests?
If you put your account on vacation mode, any new support requests from buyers will be routed directly to Whatnot Support and you will not be responsible for responding.
You will still need to respond to any requests that are already in your inbox at the time that you turn on vacation mode.
My buyer DM’d me about an order issue; how should I assist them?
If a buyer contacts you directly with an order issue in DMs, please direct them to submit any issues through their Purchases page using the Get Help flow. This ensures the request is properly tracked and resolved, and you can then take action on the support request.
Will I receive the item(s) back if I provide a buyer with a refund?
You have the option to select if you want the item returned to you when offering refunds. If you choose to have the item returned, you will not be charged for the return until you confirm the returned items in your Inbox or 48 business hours after delivery, whichever comes first. If you select to have an item returned to you, you will be responsible for return shipping costs.
How do returns work?
If you offer a refund contingent on the return of the item, buyers have ten business days to drop off their return. If they do not drop off the item within ten business days, the return will be canceled and you will not be charged.
After the returned item is delivered to you, you will receive a message to your inbox asking you to confirm or dispute the returned items within 48 business hours. Refunds will be issued to buyers after you confirm receipt of the item or 48 business hours after delivery, whichever comes first.
If something does not look right with the returned items, you can dispute the return in your Inbox. Disputing the returned items will notify Whatnot Support and put the request on hold, meaning you will not be charged until Whatnot Support investigates the issue.
By default, all returns will go to the Return Address you’ve set in your account settings. To update your Return Address, please follow the below steps:
- On Web: Click your profile icon > General > Settings > Scroll down to Seller settings > Click “Update return address”
- On Mobile: Navigate to your profile > Two-line menu icon > Addresses > Add a new address (if needed) > Tap the address you want > Tap “Set as return address”
Please note: Failure to accept returns does not prevent a billback.
What protections am I offered as a seller?
Whatnot is committed to ensuring a trustworthy buying experience for everyone. While sellers take on more ownership with Seller Provided Support, you’re not on your own. We will continue to step in when appropriate to support our sellers:
- Refund abuse: If a buyer is misusing refund policies, we’ll take action on their account and handle their support directly.
- Situations outside your control: If an issue is clearly beyond your control, like stalled tracking or carrier logistics problems, we’ll manage those cases.
- Inconclusive cases: When fault isn’t clear, we’ll often help cover the refund, as long as there isn’t a lack of response or a broader pattern of issues.
- Right to appeal: If a buyer escalates a case and a refund is billed back to you, you can submit an appeal. If approved, we’ll reimburse the refunded amount, including eligible return shipping, directly to your seller ledger.
- Returns: If there are issues with any items returned to you, you have 48 business hours from delivery to dispute the returned items and our team will step in to take a look
For additional details, review our Seller Protection Policy.
What happens if my buyer escalates their support request to Whatnot Support?
If a buyer needs additional help with their support request or cancellation request, they are able to escalate it to Whatnot Support.
Once a support / cancellation request thread is escalated:
- The conversation will be closed and buyer/seller can no longer communicate in the thread
- You will receive an update via email with the resolution from our Whatnot Support team
Please note: if Whatnot Support approves a refund with return for an escalated request, you will receive an email and a message to your Inbox when the item has been delivered, and you will have to confirm or dispute the return within 48 business hours.
If a buyer escalates a support request because you have not answered for over 48 business hours you will likely be required to cover any associated refund costs.
What can I do if I disagree with Whatnot’s decision on an escalated request?
If Whatnot Support reviews an escalated request, refunds the buyer, and issues a billback to your account for the related refund costs, you have the option to appeal the decision directly in the app. Appeals must be submitted within 14 calendar days of the billback charge.
To submit an appeal:
- Navigate to Orders in the Seller Hub
- Tap the order you'd like to appeal
- Select "Appeal this decision"
- Add any relevant details and supporting evidence
- Tap "Submit"
When submitting your appeal, include a detailed explanation of what happened, the rationale for your appeal, and any supporting evidence such as photos, fulfillment footage, or tracking information. The most successful appeals include clear context and evidence. Once submitted, you'll be notified of the outcome within two business days.
Why do I no longer see a Support Rating on my profile?
The SPS support rating metric has been removed as of mid-August 2026. We are constantly looking to improve our metrics and how we evaluate sellers, and we decided to simplify; Response Rate will be the primary metric going forward and will be evaluated as part of Premier Shop and Account Health.
The quality of support you provide your buyers is still extremely important and a great tool for growing a successful business on Whatnot. Sellers will still see a Customer Satisfaction score in their Inbox, which can be used as an internal measure on buyer sentiment toward support, but is not reflected publicly.
What does my Customer Satisfaction score mean?
Your Customer Satisfaction score shown on the Customer Support tab reflects how buyers feel about the support you provide during a support request. After a request is completed, buyers see a quick thumbs up / thumbs down survey asking specifically about their support experience with you.
This score does not include your general buyer reviews or marketplace ratings. Your Satisfaction score is not public to buyers and does not affect your Account Health or Premier Shop eligibility.
If you have only a few support interactions, a single negative response may have a larger impact, but your score will update over time as you handle more requests. Each new interaction is an opportunity to strengthen your score by responding clearly, promptly, and within Whatnot’s policies.
Your Customer Satisfaction score is also a helpful signal for identifying what’s working in your support interactions and where buyers may be getting stuck. Many sellers use it as an opportunity to improve their buyer experience and build more trust over time.
Can I opt out of or be removed from the Seller Provided Support feature?
No, Seller Provided Support is the standard support model on Whatnot. When SPS is added to your account, it will remain a part of your account experience and give you tools to resolve issues faster, build buyer trust, and deliver a consistent post-purchase experience that keeps buyers coming back.
Shipping
This section addresses commonly asked questions about a seller’s responsibilities in handling shipping issues, and instructions on how to file automated claims and protect high-value shipments.
How do USPS automated claims work?
In the U.S., USPS automated claims allow you to recover costs for lost, stuck, or damaged packages after refunding the buyer. You can opt into this feature when offering a refund in Inbox for eligible USPS shipments, which are insured for up to $100, unless additional shipping insurance was purchased for the shipment.
- When to file a claim: Wait at least 14 days after the mailing date before opting in to submitting a claim.
- Coverage limits: For higher value items, we highly recommend purchasing additional shipping protection through our partner, XCover, during the fulfillment process. This ensures that both sellers and buyers are protected if items are lost or damaged in transit. Learn how to purchase additional shipping protection here.
If using a non-USPS carrier, you’ll need to file claims manually through the carrier’s process.
Note: Claims do not apply to bullion, money, and some other categories. See full list of exemptions here.
Learn more about Automated Claim Filing here.
How can I ensure coverage for lost, stolen, or damaged items?
USPS Priority Mail and Ground Advantage include $100 of shipment value protection. For higher value items, you can purchase additional shipping protection through our partner, XCover, during the fulfillment process. This ensures that both sellers and buyers are protected if items are lost or damaged in transit. Learn how to purchase additional shipping protection here.
Am I liable for damaged items?
You are responsible for proper packaging to protect your items while shipping. If the carrier damaged the item in transit, you can file an automated claim for packages that are damaged in transit, but you must first offer a refund to take advantage of our automated claims filing system. If a package is lost, you may be reimbursed up to $100 plus original shipping costs, however for damaged items original shipping is not reimbursed.
You can also file a claim directly with USPS if you choose not to use the automated claims filing system.
For higher value items, you can purchase additional shipping protection through our partner, XCover, during the fulfillment process. This ensures that both sellers and buyers are protected if items are lost or damaged in transit. Learn how to purchase additional shipping protection here.
Seller Guidance for Seller Provided Support
Sellers will be able to directly respond to support requests from buyers for certain buyer issues.
Below we have set out some guidance on how sellers can respond to each support reason to ensure a positive commerce experience.
| Support Reason | Seller Guidance |
| Item(s) arrived spoiled |
Buyers are entitled to a refund if an item arrives spoiled. If spoilage was caused by improper packaging, insufficient temperature control, or shipment drop-off timing that resulted in weekend delays, issue a refund to the buyer. If the package arrived spoiled due to carrier delays, you may direct the buyer to contact Whatnot for further assistance. |
| Item's condition does not match description |
Buyers are entitled to a refund if the item they received does not match the description or condition listed/shown at purchase. We require buyers to include photos of the item when submitting the request, so you should check the photos that the buyer submitted first. Verify the item's condition against the video receipt or listing photos and description.
|
| One of my items is missing |
Buyers are entitled to a refund if any item from their shipment is missing.
|
| I received the wrong item |
Buyers are entitled to a refund on items that are incorrect or in the wrong size / color. We require buyers to include photos of the item when submitting wrong item requests, so check photos that buyer submitted first. Compare against the item shown in the video receipt. If items are different, resolve the issue by:
|
| Order is delayed and has not shipped |
Buyers are entitled to a refund on items when sellers substantially delay dropping off their shipment (i.e. not dropping off packages within a reasonable time frame). If the tracking information for the package never updates or shows its in transit, the buyer is entitled to a refund. Confirm that you shipped the item.
|
| Item(s) damaged in transit |
Buyers are entitled to a refund if an item is damaged during transit. Ensure that you packaged the item properly before shipping. If you did, you can file an automated claim for packages that are damaged in transit, but you must first offer a refund to take advantage of our automated claims filing system. You can also file a claim directly with USPS if you choose not to use the automated claims filing system. Learn more about Automated Claim Filing here. |
| Return to Sender |
Buyers are entitled to receive the item they purchased.
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