Protecting Your Orders
To protect sellers and buyers the event of lost, stolen, or damaged items, Whatnot partners with Shippo and XCover to provide shipping protection and signature confirmation as optional add-ons directly in the Seller Hub.
Note: Currently, signature on delivery and insurance are not available for packages sent from outside of the United States.
Package Protection: How It Works
Whatnot partners with Shippo and XCover to provide shipping protection to protect the order value and shipping costs of your items in the event of loss, theft, or damage during transit.
If an insured item goes missing, Whatnot will work with the insurance providers to file a claim, and no additional action will be needed from sellers. Whatnot will also promptly refund the buyer the purchase price.
If a protected item goes missing, you can easily file a claim completely digitally. XCover's end-to-end claims handinging process aims to complete 95% of claims within 3 days of claim filing.
We highly recommend getting insurance for packages containing valuable items so that sellers and buyers are protected if items are lost or otherwise damaged in transit. We typically recommend that sellers insure packages with contents above $500. If the contents of your package are worth $100 or less, you probably don't need to insure it: USPS and UPS automatically provide up to $100 in insurance in the event a package is lost.
Please note, XCover may have additional limits to its shipping protection , including maximum protection values, items ineligible for coverage, and signature requirements. If an item is not covered by XCover, sellers can obtain their own insurance, and contact seller support with a copy of the insurance receipt as proof that the package has been insured. In these cases, Whatnot won't handle cases for claims.
Learn more about XCover shipping protection. By adding protection, you agree to the terms, conditions and exclusions. Protection sold be Cover Genius and powered by XCover.
We understand that there are times in a Card Break or Mystery Game where the market value of an order may be greater than the price paid. In many cases, Whatnot will cover the difference in value in accordance with our High Value Loss Reimbursement Policy.
The cost of shipping protection is based on the item's value and shipping cost.
|Costs (United States Domestic Packages)
|Costs (United States to International Packages
|Shipping Confirmation - Signature on delivery
|Not available internationally
1% of order value subtotal
$10,000 maximum order value subtotal
1.5% of order value subtotal
$10,000 maximum order value subtotal
How to Add Insurance
You can select “Add insurance for this shipment” via your Seller Hub, as shown below. You’ll need to include the shipment contents when filling out the form.
Signature confirmation services provide evidence of an item’s delivery to its intended recipient. Sellers must opt-in to require signature confirmation of a delivery on individual packages. Signature confirmation is required for certain items to be protected such as laptops, LCDs, TVs, and jewelry.
Sellers: You can select signature confirmation on delivery via your Seller Hub. You'll be able to choose "Require signature on delivery" when you edit individual labels.
Buyers: You will receive an email notification when an incoming shipment requires a signature on delivery. It is the buyer's responsibility to arrange package receipt, either by ensuring that someone is available at the delivery location or working through your local post office in the event of a missed delivery.
Frequently Asked Questions
Does this mean that sellers are now responsible for the cost of insurance?
Correct, starting October 10, we will now start charging sellers for insurance and signature confirmation. Note that protection is not required for every package, but they are recommended for packages that are worth $500 or more.
Should I insure items below $100?
Most mail carriers automatically provide up to $100 in insurance in the event a package is lost. Please see the USPS insurance policy and the UPS insurance policy for more information.
When should I use signature confirmation?
Signature confirmation provides evidence of an item’s delivery to its intended recipient and extra protection. Sellers must opt-in to require signature confirmation of a delivery on individual packages. Some items like electronics and jewelry require signature confirmation to be insured (more detail here). For items that don’t require it, we would still recommend adding signature confirmation for items over $500.
How do I insure items that are over the $10,000 maximum order value subtotal? Who covers the difference?
Whatnot will be responsible for any value over that maximum $10k amount. Alternatively, if the order contains multiple items, sellers can split the shipment such that the order subtotal of each is under $10K and then insure the shipments individually, or take out insurance for the order themselves, and contact seller support with a copy of the insurance receipt as proof that the package has been insured.
What items are covered under XCover Total Shipping Protection?
Please reference items that XCover does not provide coverage for here.
How is protection premium calculated?
The premium is 1.0% of the item value + shipping costs for domestic shipments and 1.5% of the item value + shipping costs for international shipments. Insurance should and will always be for the order value subtotal, also know as invoice prove, also know as the purchase amount. This does not include shipping costs or taxes.
An item I purchased is missing. I’m not sure if it’s protected. What should I do?
If you are a buyer who would like to report a missing item, please contact buyer support. You can start a claim for a protected missing item with our partner XCover. Learn how to file a claim with XCover.
Do sellers need to take any additional steps when shipping high value items internationally?
Yes, U.S.-based sellers who are shipping items with a purchase price of $2,500 or greater to most international locations should fill out an Electronic Export Information form. For more information please see the International Trade Administration’s article How to Submit Your EEI.
What happens if I don't protect my items?
Whatnot handles missing or damages items without shipping protection on a case-by-case basis. If we notice repeated patterns of abuse, especially for high-value items without protection, we will hold sellers responsible for the full purchase amount of these missing or damaged items. We discourage abuse of our order protection policies.