My buyer hasn't received their order

If you’ve shipped an order but the buyer hasn’t received it yet, don’t worry – here’s what you need to do.

 

Check for normal shipping delays

Check the order tracking info to see if there are any delays — shipping carriers sometimes run behind schedule, especially around busy holidays.

If there’s a delay, reach out to your buyer to let them know.

 

If you used Depop Shipping

• Check your tracking info
• If the tracking info hasn’t updated 7 days after shipping, reach out to Depop Support
• We’ll handle the claim for compensation with your carrier, and keep you posted

If we confirm your package has been lost or damaged in transit:

• We’ll send the buyer a full refund on your behalf
• The refund will be taken from your Depop balance, but since Depop Shipping is covered by Depop Protection, we’ll compensate you up to $300 (or £250 if you’re in the UK)

 

If you shipped your own way

If you shipped your own way, it’s up to you to let your buyer know of any delays or shipping issues.

If you used tracked shipping, start by checking the tracking info:

• If the package is delayed, let your buyer know the new estimated delivery date
• If the package has been lost in transit, you’ll need to start a compensation claim with your carrier so you can be reimbursed for shipping costs. You’ll also need to refund your buyer in full.
• This shipping method is not covered by Depop Protection

Remember to keep your buyer in the loop – let them know you’ve reached out and share any updates you get.

                    

If your buyer has raised an issue

If your buyer has already raised an issue in the Resolution Center, we’d appreciate your help so we can resolve it as soon as possible.

Please be prepared to:

• Respond promptly to any updates or notifications we send you
• Share proof of shipping e.g. your shipping receipt, if requested

If you don’t respond to an issue the buyer has raised, or you can’t prove you’ve shipped, your buyer will be automatically refunded.