Troubleshoot unexpected shipping costs as a seller

If your buyer, or you, were charged more for shipping than expected, there’s usually an understandable reason. 

This guide helps you check how much was charged, find what caused any surprise costs, and learn how to prevent it next time.

On this page: 

• Check what was charged and why
• Fix unexpected shipping costs
• Common causes of unexpected shipping costs
• Tips to keep shipping costs accurate

Check what was charged and why

Review the order details 

Start by confirming what you and your buyer were actually charged for shipping: 

1. From the app or whatnot.com, open Seller Hub 

2. Go to the Orders page

3. Tap or click the order 

4. (On the app) Scroll down and tap Receipt and earnings details

5. Check:

   • What the buyer paid for shipping

   • What you paid for shipping (if anything)

Review your shipping settings in Seller Hub

Check that your shipping settings for your show match what you expected for the sale:

1. From the Whatnot app, tap Seller Hub at the bottom of the screen

2. Select the ☰ menu icon in the top right 

3. Scroll down to Settings and tap Shipping Settings

Make sure your settings match what you intended for this order and for future orders. For example: 

• Did you offer free or discounted shipping?
• Did you forget to turn on carrier service before your show?
• Did you use an accurate shipping profile and item weight? 

How to set up shipping settings for your shows. 

Fix unexpected shipping costs

If the order hasn’t shipped

• If the shipping charges and your shipping settings add up, go ahead and ship your order. 

• If the package details don’t match the label: 

  • Adjust the shipment before creating the label and shipping, or 

  • Cancel the order and relist the item with updated shipping information. 

If the order was already shipped

You or the buyer were charged postage due 

This means the carrier found the package heavier or larger than the label declared. When this happens, carriers charge the buyer the difference on delivery.

• If a buyer reports postage due: Ask them to contact Whatnot Support and we'll reimburse the charge.
• If you (the seller) get a postage due notice: This can happen when a buyer refuses to pay and the package is returned to sender. Contact Support so we can help protect your sale and reship the item. 

The buyer was charged customs or import fees (international orders)

Buyers are responsible for any customs, duties, or local taxes. These aren’t shipping overcharges, they’re standard for cross-border deliveries. If the buyer refuses to pay these fees, it doesn't qualify the order for a refund. 

Share this article with the buyer: International Shipping Customs and Imports 

Common causes of unexpected shipping costs

Unexpected costs can happen when: 

• Used the wrong shipping profile: If the weight or dimensions in your listing (including packaging) are incorrect, the calculated shipping cost may be too high or too low compared to the actual cost to ship the item.
• Unintended shipping discounts: Double-check your shipping and show settings to make sure any discounts are intentional.
• Misunderstood max shipping cost: If you set a max shipping cost, this only limits what the buyer pays, not the actual shipping cost. If shipping exceeds that amount, you cover the difference.
• Shipping methods not set before a show: Shipping costs are charged when an item sells. If you don’t set your preferred shipping methods before your show, you can’t control how your items ship or keep costs clear for buyers.
• Set a max bundle size: If you set a max bundle size for an item, orders split into multiple shipments once that limit is reached. This is helpful if you can’t pack everything in one box, but keep in mind, each shipment has its own shipping cost if the buyer receives more than one. 

Tips to keep shipping costs accurate

Keeping shipping costs accurate to help build trust with buyers and avoid surprises: 

• Weigh and measure items, including packaging, before listing.

• Use accurate shipping profiles by product type and weight (don't overestimate or underestimate). 

• Review shipping settings before your shows. 

• Adjust shipment details before generating labels if anything looks off.