If you can't ship an order on time

If you're a seller and something unexpected is keeping you from shipping on time, like illness, a personal emergency, or severe weather, here are some tips to keep buyers informed and keep your account in good standing. 

Are you a buyer waiting for an order? Track your purchase. 

Pause incoming orders outside of shows 

To prevent new orders, turn on Vacation Mode until you're ready to start shipping again. This stops buyers from purchasing any items from your shop you've listed for sale outside of live shows.

Let buyers know 

Buyers appreciate communication. If something's come up, send a quick message to let them know when you expect to ship their order. 

Message a buyer on the Whatnot app: 

1. Open the app
2. Tap Seller Hub at the bottom of the screen
3. Scroll down and select Orders
4. Find the order and tap to open 
5. Tap Message the buyer

Message a buyer on whatnot.com: 

1. Log in to whatnot.com 
2. Click the account icon in the top right 
3. From the Selling tab, open your Seller Hub 
4. Open the Orders page from the left menu
5. Click the order and click Message the buyer

Report your shipping delay to Whatnot

If you're facing a personal emergency or serious delay, email trustandsafety@whatnot.com and include:

• Your Whatnot username
• The reason for the delay
• Your estimated ship date
• For show orders: title and date of affected stream(s)
• For marketplace orders: order number(s)

Will this affect my average shipping time? 

Delays might impact your average shipping time temporarily. Your average shipping time is based on a 30-day rolling average and will improve if you ship orders on time in the future.