If a package you shipped is delayed or hasn’t updated in a few days, here’s how to check the shipment status, communicate with your buyer, and understand how it may impact your account.
In this guide:
- Check the shipment's status
- Helping your buyer
- When a refund may be required
- How delays might affect your account
Check the shipment's status
Start by checking the latest order status and carrier tracking update in Seller Hub.
Track your shipment in the app:
- Go to Seller Hub
- Scroll down and tap Orders
- Select the order
- Choose Track shipment
Track your shipment on web:
- From whatnot.com, open the Shipments page in Seller Hub
- Filter or search for the order
- Check the order's status or click the tracking number
A few things to keep in mind
- Carrier tracking updates may take 1–3 business days after drop-off to appear.
- If the package received a drop-off scan but hasn’t updated since, this is usually a carrier delay, not a sign that the package is lost.
- Some shipping methods may offer limited or no tracking, depending on the carrier or label used. Even so, the Whatnot order status will stay updated.
- If there has been no tracking update for several business days, you can contact the carrier or reach out to Whatnot Support.
Typical delivery timelines
Delivery times vary depending on location and carrier.
- Domestic shipments: usually arrive within 5–14 business days
- International shipments: may take up to 28 days
Helping your buyer
If a shipment is delayed, communicating with your buyer informed can help reassure them that you’re monitoring their order.
You may choose to message the buyer proactively if you notice a delay, or respond if they contact you first.
When communicating with your buyer:
Check the latest tracking information.
Share the most recent update from the carrier.
Let them know carrier delays can sometimes happen while packages are in transit.
You can direct message the buyer by tapping their username from the order page.
Example message:
Hi, I wanted to give you a quick update. I can see your package is still in transit and hasn’t had a recent tracking update. Sometimes carriers experience delays, but your order was dropped off and should be on its way. Thanks for your patience!
If the delay goes beyond expected delivery timeframes, ask the buyer to select Get help with this purchase from their order details to submit a support request.
If you have access to our Seller Provided Support feature, you may respond to their request directly by choosing an appropriate solution under Buyer Protection. Check our Seller Provided Support guide for more details.
When a refund may be required
Under Whatnot’s Buyer Protection Policy, buyers may be eligible for a refund if their order is substantially delayed in transit.
If a shipment shows no movement for an extended period or appears lost, the case may be reviewed to assess whether a refund is appropriate by you or Whatnot, depending on who's reviewing the case.
If a refund is issued for a verified carrier delay, Whatnot covers it. In line with our Seller Protection Policy, sellers aren’t billed back or penalized for evidence of carrier delays or failures.
How delays might affect your account
Average ship time and seller performance
Sellers are expected to ship within two business days of sale, according to our Shipping Policy.
If you confirmed shipment within this timeframe, carrier delays won’t affect your Account Health (policy standing, seller performance metrics) or your average ship time.
Tip: You can confirm shipment in few ways, but we recommend the in-app scanner. It’s the fastest, most reliable option that instantly credits you for shipping on time, and shows buyers their package is on the way.
Earnings and payouts
For most sellers, earnings begin processing after the carrier scans the package as delivered.
If the delivery scan is delayed because the shipment is still in transit or tracking hasn’t updated, your earnings may take longer to appear in your Whatnot balance and become available for payout.
If you’re enrolled in Early Payout, earnings begin processing as soon as you generate the shipping label. This means shipping delays won’t affect when you can start a payout.
Tip: Learn more about when you’ll get paid for sales and how to check your earnings status.
Was this article helpful?
Articles in this section
- Pack and ship your order
- Edit your shipping settings
- Make a shipping adjustment
- Bundle or unbundle shipments
- Packaging guidelines
- Generate and print shipping labels
- Update your default shipping label settings (size, return address)
- Change or fix your shipping label
- Troubleshoot label generation error messages
- Shipping Policy for Sellers