If you haven’t received an item you purchased (and paid with Depop Payments), you can raise an issue directly with the seller within our in app Depop Resolution Centre.
Before you raise an issue, make sure that you’ve given the seller at least 5 days to get your item shipped, and have tried to contact them through Depop messages for updates first.
If it has been longer than 5 days and you've had no response or updates from your seller on the shipment of your item, you can raise a dispute by heading to My Depop > Support > Resolution Centre > select the purchase you need help with > select "My order hasn't arrived"
When raising a dispute, you can request tracking information, ask for a refund or for the seller to provide an alternative solution. Once you’ve raised an issue with a seller you’ll need to wait for them to respond with a resolution - the seller has 48hours to do so.
What if I can’t come to a resolution with the seller?
If the seller responds but you aren’t able to come to a resolution, you’ll be able to escalate the dispute to the Depop Support team to review and resolve for you.
Once the issue is escalated, Depop may contact you for more details and you’ll receive any updates via email to also keep you in the loop as we review the issue. You'll need to respond to Depop Support within the requested timeframes, or risk your claim being closed. Learn more about escalations.
What if the seller disagrees?
If the seller disagrees with the raised issue they will be able to offer an alternative solution to get the issue resolved. As a buyer, you will then have the option to accept the solution or reject it and escalate the issue to Depop.
What if the seller doesn't respond or offer a solution at all?
If the seller doesn't respond within the resolution Centre within 48 hours from when the issue was first raised then the dispute will not be escalated to Depop Support and instead the transaction will simply be automatically refunded to you .
What if my item isn’t as described?
If you’ve received your item but feel it is significantly not as described or have concerns around the authenticity of the item, then you can report this to Depop Support via our web form. We'll need you to send over photos of the item/s you received so we can handle the dispute.
What if I paid with PayPal?
If you have an issue with an item you purchased with PayPal then you’ll need to open a dispute directly on PayPal in order to request a refund for your item. If you’ve been through the PayPal dispute process and still need a hand, then you can contact our Support team for some help.