Whatnot's Return Policy Explained
Unlike eBay or Amazon, Whatnot operates on a "generally all sales are final" model for live auction purchases. This is great for sellers — but it doesn't mean you're completely protected from returns and disputes.
Here's how Whatnot's policy actually works:
- All sales are final for items won in live auctions (the buyer saw it live, they bid, they bought it)
- Buyers can open disputes within 3 days of delivery for items that are: significantly not as described, damaged in shipping, missing from the order, or suspected counterfeit
- Whatnot mediates disputes — they review the show recording, listing description, and photos submitted by both parties
- Sellers can offer voluntary returns if they want to maintain customer relationships
Key insight: The "all sales are final" policy protects you when you're honest. If you showed the item clearly on camera, described it accurately, and packed it well — Whatnot will typically side with you in disputes.
How Disputes Work on Whatnot
Step 1: Buyer Opens a Dispute
The buyer goes to their order, selects "Report a Problem," and chooses the reason (not as described, damaged, missing, counterfeit). They submit photos and a description of the issue.
Step 2: Seller Gets Notified
You receive a notification with the buyer's claim. You have 48 hours to respond. Don't ignore this — failure to respond usually results in an automatic refund to the buyer.
Step 3: Provide Your Evidence
This is where your show recording is your best friend. Submit:
- Timestamp in your show recording where you displayed the item
- Screenshots showing you described the condition accurately
- Photos of how you packed the item (always take packing photos)
- Shipping tracking showing delivery confirmation
Step 4: Whatnot Decides
Whatnot's trust and safety team reviews everything and makes a decision, usually within 2-5 business days. Outcomes:
- Full refund to buyer: Item was misrepresented. Cost comes out of your payout
- No refund: Item was accurately described. Buyer keeps the item and you keep the money
- Partial refund: Sometimes Whatnot splits the difference for gray-area cases
How to Prevent Returns (90% Are Avoidable)
The best return is the one that never happens. Most Whatnot disputes come from three preventable causes:
1. Show Items Clearly on Camera
- Hold items still for at least 5-10 seconds at multiple angles
- Show close-ups of flaws: scratches, scuffs, stains, wear, missing parts
- Use good lighting: Natural light or ring lights. Bad lighting hides details that buyers discover when they receive the item
- Show the back/bottom/inside: Don't just show the pretty side
- Read labels and tags on camera: Size, brand, material content
2. Describe Condition Honestly
Use clear condition language on camera:
- ✅ "This has some wear on the soles — I'd call it 7 out of 10 condition"
- ✅ "There's a small stain here on the collar — you can see it on camera"
- ✅ "This is an authentic piece but it doesn't come with the original box"
- ❌ "This is in perfect condition" (when it has visible wear)
- ❌ Showing the item for 2 seconds and moving on
3. Pack Items Properly
Shipping damage is the #1 cause of legitimate returns. Our shipping guide covers this in detail, but the basics:
- Use appropriate box sizes — items shouldn't shift around
- Wrap fragile items individually in bubble wrap
- Use packing paper or air pillows to fill empty space
- Double-box high-value or fragile items
- Take photos of packed items before sealing — this is your evidence if a damage claim is filed
Handling Shipping Damage Claims
When a buyer receives a damaged item, here's how to handle it professionally:
- Respond quickly and empathetically: "I'm really sorry that happened. Let me see the photos and we'll get this sorted out"
- Ask for photos of the damage AND the packaging (was the box crushed? Were items loose?)
- File a claim with the carrier: USPS, UPS, and FedEx all have damage claim processes. You'll need the tracking number, declared value, and damage photos
- Offer a resolution: Full refund, partial refund, or replacement — depending on the situation
USPS Insurance Claims
If you paid for USPS insurance (or used Priority Mail which includes $50-$100 insurance):
- File at usps.com/help within 60 days of shipping
- You'll need: tracking number, photos of damage, proof of value, proof of insurance
- USPS typically processes claims within 5-10 business days
Pro tip: Always use Priority Mail for items over $30. The included $50-$100 insurance is worth the slightly higher shipping cost.
Handling Counterfeit Claims
Counterfeit claims are the most serious type of dispute. If Whatnot determines you sold counterfeit items, consequences include:
- Full refund to buyer
- Strike on your account
- Potential permanent ban (multiple offenses)
How to Protect Yourself
- Only sell items you're confident are authentic
- Learn authentication for your categories: Know the tells — stitching, tags, materials, font
- Show authentication details on camera: Tags, stamps, serial numbers, hardware
- Keep receipts when possible: Proof of purchase from authorized retailers
- Use third-party authentication for high-value items (Entrupy, Real Authentication, Legit Check)
- When in doubt, don't sell it. One counterfeit strike can end your Whatnot career
Partial Refunds: When to Offer Them
Sometimes a full refund or keeping the full amount aren't the right answer. Partial refunds are a powerful tool for keeping customers happy while protecting your bottom line.
Consider a partial refund when:
- Item has minor damage from shipping but is still usable
- You missed describing a small flaw (honest mistake)
- Buyer is unhappy but the item was accurately described (goodwill gesture)
- Item is missing an accessory you mentioned it included
Typical partial refund amounts:
- Minor cosmetic issue: 10-20% of sale price
- Missing accessory: cost of the accessory
- Moderate condition discrepancy: 25-40% of sale price
Partial refunds often result in a happy buyer who returns for future shows, which is worth more than the refund amount.
Protecting Your Seller Rating
Your Whatnot seller rating directly affects your visibility and discoverability. High ratings = more viewers = more sales. Here's how to keep yours high:
- Ship within 3 business days (Whatnot tracks this — late shipping hurts your rating)
- Respond to buyer messages within 24 hours
- Accurately describe every item — underpromise and overdeliver on condition
- Resolve disputes before they escalate — a DM conversation is better than a formal dispute
- Ask happy buyers to leave reviews — mention it at the end of your shows
Target: Keep your dispute rate under 1% of total orders. If you're above 2%, Whatnot may review your account.
Response Scripts for Common Situations
Item Not as Described
"Hi [name], I'm sorry the item didn't meet your expectations. I always try to show everything clearly on camera. Can you share photos of what concerns you? I want to make this right."
Shipping Damage
"So sorry about the damage — that's frustrating. Can you send photos of both the item and the packaging? I'll file a carrier claim right away. In the meantime, I'm happy to offer [full refund/partial refund/replacement]."
Buyer Wants Return (No Issue)
"I understand! Unfortunately all live auction sales are final per Whatnot's policy. I try to show everything clearly on camera so buyers know exactly what they're getting. Is there a specific concern with the item I can address?"
Authenticity Question
"Great question! I source from [where you source] and I'm confident in the authenticity. Here are the authentication markers I check: [list specifics]. If you'd like third-party verification, [service name] can authenticate for $[amount]."
Tracking Your Return Rate
Keep a simple spreadsheet or use a tool to track:
- Total orders per month
- Disputes opened
- Disputes won vs. lost
- Total refunds paid
- Return rate (disputes ÷ total orders)
A healthy return rate is under 1%. If yours is higher, look at the patterns: is it shipping damage? Condition misrepresentation? One category causing most issues? Fix the root cause.