How to Handle Shipping Delays How to Handle Shipping Delays

How to Handle Shipping Delays

Whatnot Support Whatnot Support

In the event of unforeseen circumstances such as natural disasters, pandemics like COVID, or personal emergencies such as sudden illness or hospitalization, you may experience shipping delays for any orders you've sold or bought.

We understand these situations can be challenging, and have therefore compiled information for both sellers and buyers on how to navigate these emergency scenarios.

For Sellers

We understand that even during an emergency, you’ll want to ensure your business continues to run smoothly and that you maintain good relationships with your buyers. 

We recommend you do the following:

  • Turn on Vacation Mode in your account settings to stop any further order requests.  
    1. Open the Whatnot app on your mobile device.
    2. Tap the profile icon in the bottom right corner.
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    3. Tap the Menu two-line icon at top right.
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    4. Scroll down to the Selling section and toggle on Vacation Mode
  • Reach out to the buyers of any delayed orders and inform them of expected delays. 
  • Email trustandsafety@whatnot.com and provide the following info:
    • Your username, and the reason for the shipping exception
    • Anticipated ship date
  • For delayed orders purchased during a livestream:
    • Title(s) and date(s) of affected livestream(s)
  • For delayed orders purchased from your marketplace instead of a livestream:
    • Order number(s) of delayed order(s)

Note: If you sell an item during an emergency and you’re unable to ship out that item within the usual timeframe, this may affect your account’s average shipping time. However, your average shipping time will reset back to your normal time once all delayed orders have reached 30 days since they were marked as in transit. 

For Buyers

During times of emergency, if an item you purchased is delayed, we ask that you please be patient and remain in communication with your seller. 

If you continue to experience shipment delays after the emergency has passed, please report your issue in-app or contact us here.

 

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