Please note this feature is in beta and only available to specific sellers. During the beta, we are working to get feedback and improve this process. We appreciate your patience as we work to make this feature available to everyone!
Overview
Whatnot aims to help anyone turn their passion into a business. Customer Service feature gives sellers more control over their business by enabling them to manage the post-purchase experience directly.
Whatnot is committed to ensuring a trustworthy buying experience for everyone. Whatnot Support will still be available to help when buyers and sellers cannot come to a resolution for an issue.
How It Works
All timeframes listed are business hours/days and exclude the weekend
When a buyer requests a refund in-app, the seller has 48 hours to respond in one of the following ways
Seller accepts refund request and does not require a return
Buyer will see their refund reflected on the original form of payment within 3-5 days
Seller accepts refund request and does require a return
Buyer has 5 days to drop off their return package. After seller receives the return package, they have 48 hours to review the returned items
- If seller accepts the return, buyer will see their refund reflected on the original form of payment within 3-5 days
- If seller disputes the return, the request will be put on hold and escalated to Whatnot Support
- Whatnot will investigate the buyer's refund request. If the request is approved, buyers will see their refund reflected on the original form of payment within 3-5 days
Seller offers partial refund
Buyer has 48 hours to respond to the offer
- If buyer accepts, the refund will be reflected on the original form of payment within 3-5 days
- If buyer declines, the buyer can send the item back to seller within 5 days for a full refund
Seller sends a replacement
If the replacement is not sent within 48 hours, buyer can send the original item back to the seller within 5 days for a full refund
Seller rejects refund request
Buyer has 48 hours to escalate the request to Whatnot Support for a second look. Whatnot will investigate the buyer's refund request. If the request is approved, buyers will see their refund reflected on the original form of payment within 3-5 days
Seller does not respond
The refund request is automatically escalated to Whatnot Support. Whatnot will investigate the buyer's refund request. If the request is approved, buyers will see their refund reflected on the original form of payment within 3-5 days
Whatnot Buyer Protection Coverage
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. The below issues are covered by Whatnot’s Buyer protection policy, which sellers are required to honor in handling buyer requests (sellers are not required to honor refunds or returns for buyer’s remorse or other reasons not covered):
- 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
- Buyer received Postage Due notice
- The item was returned to Sender
- The item was damaged in transit (eligible for automated USPS claim**)
*Excludes consumable products like breaks/mystery/pull games 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
What are the benefits of Customer Service?
- Ownership of post-purchase buyer experience and visibility: At Whatnot, we're empowering you with the agency and responsibility to address customer issues and deliver a high-quality, end-to-end experience for your buyers. With this update, you will have more direct interaction with your buyers, giving you greater awareness of customer sentiment.
- Efficiency: Customer Service provides a streamlined refunds process for buyers and sellers that is systematic and more efficient so sellers can quickly resolve buyer concerns (vs. Whatnot resolving 100% of requests or sellers assisting buyers off-platform to make things right).
- Trackability: Improved tracking and transparency of refund requests in app throughout the refund process, as well as comprehensive refund data.
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 accept the request | 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 the buyer accepts the offer | Partial refund amount |
| Request declined* | N/A | No charge on Whatnot |
*Please note that if Whatnot Support reviews a request you declined and determines the buyer should be refunded, you may be charged for the refund.
How will I know I have a refund request?
All refund requests are accessible in the Seller Hub by clicking the Customer Service icon in the top-right corner. You can also view open refund requests in the Tasks section on the Home page, or through email and in-app notifications whenever you receive a new refund request.
Will I receive the item(s) back if I accept a buyer’s refund request?
You have the option to select if you want the item returned to you when accepting refund requests. If you choose to have the item returned, you will not be charged for the return until you confirm the returned items in the Seller Hub or 48 business hours after delivery, whichever comes first.
How do returns work?
If you approve a refund contingent on the return of the item, buyers have 5 business days to drop off their return. If they do not drop off the item within five business days, the request will be canceled and you will not be charged.
After the returned item is delivered to you, you will have 48 business hours to confirm the returned items are correct. 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 the Seller Hub. 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. Whatnot will provide several protections in multiple areas, including the following:
-
Fraudulent requests: Whatnot tracks refund behavior across the platform to help prevent buyers from submitting fraudulent refund claims. Where refund fraud is suspected, Whatnot will step in, and you will not have to handle the buyer’s request.
- If you have concerns about the merit of a buyer’s refund request or do not believe it is covered by Whatnot’s Buyer Protection Policy, you can reject the request, which will allow the buyer to escalate it to Whatnot Support. Please note that if a request is escalated to Whatnot Support and we determine the buyer is owed a refund, you may still be charged for the refund.
- Chargebacks: You will not be responsible for any chargebacks initiated by buyers.
-
Returns: When you require that item(s) are returned for a refund, you have 48 business hours from delivery to dispute the returned items if you have concerns about their accuracy. You can dispute the returned items in the Seller Hub.
- You can escalate refund requests to Whatnot if there are issues with the return (i.e., the item is incorrect, missing, or is damaged in transit).
- Appeals: When Whatnot Support steps in to resolve any disputes and determines the buyer is owed a refund, you have the option to appeal the decision.
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?
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 handling a refund request in Seller Hub for 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 shipping 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 accept the refund request 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.
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 Customer Service
Sellers will be able to directly respond to refund requests from buyers for certain refund reasons.
Below we have set out some guidance on how sellers can respond to each refund request to ensure a positive commerce experience.
| Refund Reason | Seller Guidance |
| 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. 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. - If the buyer doesn't point out specific flaws or issues, you should ask them to clarify what about the item was misrepresented. - If the flaw or issue from the buyer's claim was not shown during the show or in your video receipt, you can offer them a partial refund or a full refund with or without return. - If the flaw or issue was explicitly mentioned and shown during the show, you can deny the buyer's request. It's recommended to share a screenshot of where you showed the flaw or issue in Order Messages to the buyer before rejecting the request. |
| One of my items is missing |
Buyers are entitled to a refund if any item from their shipment is missing. - If you have proof that the item was packed (e.g. photo or video evidence of packing station), we recommend sharing that proof with the buyer before rejecting the request. - If you did not pack the item in the buyer's shipment or are unsure, we recommend either processing a refund or sending the buyer a replacement item. You should confirm the item with the buyer in Order Messages to ensure they agree to the replacement item. |
| 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: - Refunding the buyer with or without requesting the buyer return the item, or - Sending a replacement to the buyer. |
| 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 reflects an in transit status, the buyer is entitled to a refund. Confirm that you shipped the item. - If you did, then check tracking information. If there is tracking information shown on the USPS website, let the buyer know that the order is on the way. - If you did not ship the item, process a refund for the buyer. |
| 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 stuck or lost in transit, but you must first accept the refund request 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. |
| Postage Due |
Buyers are entitled to a refund if they had to pay additional postage to receive the item. This arises when the seller does not select the correct shipping profile on the items they sold. Confirm that the buyer did pay additional postage to receive the item by asking for a receipt.
|
| Return to Sender |
Buyers are entitled to receive the item they purchased. - Select "Send a replacement" to send the item back to the buyer. You will need to purchase a new shipping label from a carrier of your choice, then input the tracking number before submitting the response to the refund request. - You can also choose to refund the buyer for the item. |
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