High-Value Card Protection

Report a missing card as soon as you notice to keep your claim on the fastest track. Requests must be submitted within 30 days of purchase.

• Buyers must meet the eligibility requirements for Whatnot Buyer Protection to qualify for reimbursement.
• Certain high-value shipments within the United States may require a signature at the time of delivery to help ensure the package reaches the intended recipient. Buyers have the option to opt out of this requirement. If signature confirmation is turned off and the package is marked as delivered but later reported missing, the order may not be eligible for reimbursement.

Once you reach out, we’ll ask for specific information to process your request. These details help us confirm what you should have received, verify it did not arrive, and establish its market value for accurate compensation.

• Order number
• Description of the item(s) that are missing
• Photo of the item you are missing
• The VOD timestamp of the purchased item
• The estimated value of the missing item
• Link to sources supporting that estimated value

Following these shipping and fulfillment guidelines helps you avoid being billed back if a high-value card goes missing.

• Record and retain fulfillment footage: Use a camera setup that clearly shows the cards being packed, the package being sealed, and the shipping label with the tracking number applied, all in one continuous shot. Store the footage for at least 75 days.
• Protect your high-value shipments: We encourage you to use shipping protection for high-value packages. Learn more about protecting your orders.
• Own your fulfillment: Both sellers and their employees are responsible for packaging and shipping on time. Sellers will be accountable if a buyer didn't receive exactly what they bought due to a mistake, lack of timely fulfillment, or theft by a seller's employee.

Additional guidance for US-sellers only:

• Add Signature Required Delivery to ensure receipt of the package.
• Items valued over $20 may not be shipped using First Class Mail Letters (also known as plain white envelope shipping).

• Sellers should communicate with buyers about missing items only within the Whatnot app. You’re still responsible in the event that an off-platform arrangement doesn’t resolve the issue. Because we can’t see or verify off-platform arrangements or confirm what happened if something goes wrong, you remain fully responsible if those arrangements fail to resolve the issue.
• Sellers are strictly prohibited from cancelling or intentionally not shipping orders in which a buyer has secured or is due to receive a high-value item (including in a Card Break or Surprise Set). Doing so may result in account ban and sellers will be billed back for the market value of the item.
• Whatnot is monitoring the frequency of reports of missing or undelivered high-value items. Repeated instances of high-value item fulfillment failures by a seller will result in account penalties, including a suspension, or ban.

If Whatnot Trust & Safety contacts you about a missing high-value card from your Card Break or Surprise Set order, respond within 2 calendar days. Responding within 2 calendar days is your opportunity to share proof, or make things right, and avoid a billback. If we don't hear from you, we'll resolve the claim and may bill you back.

You'll have the opportunity to show your proof of fulfillment. Examples of acceptable evidence include:

• Clear, legible video footage showing the missing card(s) being packed, including the package being sealed on camera. Photos will not be accepted as sufficient evidence.
• The shipping label with tracking number and buyer name clearly visible.

Example of acceptable proof of fulfillment:

We know that sometimes things go wrong and cards can go missing outside your control. If a delivery issue is caused by a confirmed carrier failure, we won't charge you. In other cases, keeping clear records of how you packed and shipped is what protects you, so with valid fulfillment proof, you're covered if a dispute comes up.

To keep things fair, we pay attention to both buyer and seller behavior. We monitor for buyer refund abuse and may decline to reimburse a buyer where we see a pattern of abuse. We also keep an eye on seller fulfillment patterns too to make sure our sellers are staying in good standing with consistent, reliable delivery.