How to Handle a Return Request on Depop

How to Handle a Return Request on Depop

Navigating a return request is a standard part of running any resale business, whether you're selling on Depop, Poshmark, or eBay. When a buyer wants to return an item on Depop, understanding the platform's specific policies and processes is crucial for protecting your business, maintaining good customer service, and ensuring a smooth resolution.

For sellers looking to scale, time is your most valuable asset. While handling a Depop return request requires attention, the rest of your business operations shouldn't have to grind to a halt. Streamlining your other tasks, from listing creation to inventory management, is key.

Our platform is designed to help serious resellers automate their business and save time, allowing you to focus on growth and manage customer issues effectively. If you're ready to spend less time on admin and more time scaling, start your free 7-day trial of Reeva today.

This guide will walk you through everything you need to know about how to handle a return on Depop, from understanding the official policies to managing disputes and minimizing returns in the first place.

Understanding Depop's Official Return Policy for Sellers

Depop’s return policy creates a framework for how returns are handled, but the specific rules can vary depending on the reason for the return and your status as a seller. It's essential to know where you stand.

The platform distinguishes between returns for items that are "significantly not as described" (SNAD) and discretionary returns, such as when a buyer changes their mind or an item doesn't fit.

When a Return is Covered by Depop Policy

Depop's policies primarily protect buyers in two key situations: if an item was not received or if the item received is significantly different from how it was described in your listing.

If Depop determines that an order is significantly not as described, the platform will step in to arrange the return. In these cases, Depop will provide the buyer with your address to send the item back.

Similarly, if a buyer never receives their purchase, they are entitled to a refund and can open a dispute to resolve the issue.

When a Return is Not Covered by Depop Policy

What about returns for other reasons? If a buyer wants to return an item for a reason not covered by Depop’s policies—for instance, it doesn't fit, they don't like the color, or they simply changed their mind—the situation changes.

In these cases, the buyer must arrange the return directly with you, the seller. Your obligation to accept the return depends on whether you are a private seller or a registered business.

• For Private Sellers: If you are a private seller, you are not legally required to offer a refund if a buyer has simply changed their mind. It is your choice whether to accept the return. The only exception is if you have breached the transaction contract by not sending the item or if the item is SNAD, leading to a formal dispute.
• For Registered Business Sellers: If you operate as a registered business on Depop, you are expected to have your own returns policy that complies with consumer rights laws. Buyers will follow your stated policy for these types of returns.

Common Scenarios: What to Do When a Buyer Wants to Return an Item on Depop

Return requests typically fall into a few distinct categories. Here’s a breakdown of the most common reasons a buyer might initiate a return and the correct procedure for handling each one.

Scenario 1: The Buyer Claims the Item Was Not Received

If a buyer contacts you or opens a dispute because they haven't received their item, your first step is to provide proof of shipping. Buyers should wait at least five days after purchase before raising an issue, and they are encouraged to message you first for updates.

A buyer can open a dispute for an unreceived item up to 30 days after the purchase date. The process for the dispute depends on how they paid.

• Depop Payments or Klarna: The buyer will open a dispute in the Depop Resolution Centre. They can request tracking information or a refund. You will have 48 hours to respond within the Resolution Centre. If you don't respond, the transaction will be automatically refunded to the buyer.
• PayPal: The buyer will be directed to open a dispute directly through PayPal's Resolution Center. You will need to manage the dispute and provide shipping information within the PayPal platform.
• Outside of Depop App: If the buyer paid outside of Depop's official payment methods, they will need to report the issue directly to Depop Support through the app's help section.

Scenario 2: The Buyer Claims the Item is "Significantly Not as Described" (SNAD)

This is one of the most common reasons for a formal dispute. A SNAD claim means the buyer feels the item they received is materially different from your listing's photos and description.

When a buyer makes a SNAD claim, they can file a dispute through either Depop or PayPal to seek a resolution. Depop will require the buyer to send photos of the item to validate their claim. This also applies if the buyer has concerns about the item's authenticity.

• Depop Payments or Klarna: The buyer will report the issue to Depop Support via a web form. Depop will review the evidence, and if they side with the buyer, they will arrange the return.
• PayPal: The buyer will open a 'Not as Described' dispute in PayPal. You will need to respond to the dispute within PayPal.

Scenario 3: The Buyer Changed Their Mind or the Item Doesn't Fit

This is where your status as a seller matters most. As a private seller, you are not obligated to accept returns for these reasons. However, providing good customer service can lead to better reviews and repeat business.

If a buyer messages you asking for a return because they changed their mind, you have a choice. You can politely decline, citing your shop policy, or you can agree to the return.

If you choose to accept the return, you and the buyer must arrange it directly. It's recommended that the seller only refunds the buyer once the item has arrived back safely. The buyer should use a tracked shipping method to protect themselves, and it's a good idea for the buyer to contact Depop to help mediate the return so it can be monitored.

A Step-by-Step Guide to the Depop Dispute and Return Process

When a formal Depop return request is made, it typically unfolds within the Depop Resolution Centre or PayPal. Understanding this process is key to managing it effectively.

For Purchases Made with Depop Payments or Klarna

The in-app Resolution Centre is the hub for managing disputes for transactions made through Depop Payments.

1. Issue is Raised: A buyer raises an issue for an unreceived item in the Resolution Centre. They can request tracking, a refund, or another solution.
2. Seller Response Window: You have 48 hours to respond. It is critical to engage within this timeframe. If you fail to respond, the buyer will be automatically refunded.
3. Provide a Solution: You can provide the tracking information, offer a refund, or propose an alternative solution. If you disagree with the buyer's claim, you can state your case and offer a different resolution.
4. Buyer's Decision: The buyer can either accept your proposed solution or reject it.
5. Escalation to Depop Support: If the buyer rejects your solution, or if you and the buyer cannot agree, the buyer can escalate the issue to Depop Support. A Depop agent will then review the case.
6. Depop's Review: Depop will review all information from both you and the buyer and may request more details. They will communicate updates via email. It is vital to respond to their requests within the specified timeframes, or the claim may be closed.

For Purchases Made with PayPal

If the buyer paid with PayPal, the entire dispute process happens on PayPal's platform.

1. Dispute Opened on PayPal: The buyer opens a dispute for "Item Not Received" or "Significantly Not as Described" in the PayPal Resolution Center.
2. Seller Response on PayPal: You will be notified by PayPal and must respond directly within their system. This usually involves providing tracking information or other evidence to support your case.
3. PayPal Mediation: PayPal will mediate the dispute according to its own policies and make a final decision.
4. Contacting Depop: If a buyer has gone through the PayPal process and still needs help, they can then contact the Depop Support team.

To make it clearer, here is a breakdown of the process based on the payment method and issue type:

Managing the Physical Return of an Item

Once a return is agreed upon, either through a dispute or a direct agreement, the logistics of getting the item back need to be handled correctly.

Providing a Return Address

If Depop arranges the return for a SNAD case, they will provide your address to the buyer. If you arrange a return directly with a buyer, you will need to provide them with your return address yourself.

Shipping the Item Back

For returns arranged directly between a buyer and seller, the buyer is responsible for shipping the item back. Depop's policy states that the buyer must use a tracked shipping method. This protects the buyer if the item gets lost in transit.

The buyer must also keep proof of shipping. While you wait for the item, you can ask the buyer to provide the tracking number so you can monitor its progress.

Refunding the Buyer

When you arrange a return directly with a buyer, you should only issue the refund after the item has arrived safely back with you. This prevents situations where you refund the money, but the item never shows up.

Once you receive the item and confirm it's in its original condition, you can process the refund through the original payment method.

What if a Returned Item is Lost or Damaged?

Sometimes, things go wrong during the return journey. Under Depop Protection, an item is eligible for coverage if it has been lost or damaged in transit. This includes situations where a return has been arranged and the item is lost or damaged upon its return to you.

How Reeva Helps You Scale Your Depop Business and Minimize Hassle

Handling a `depop return request` is just one small part of running a successful resale business. The real key to growth is optimizing the tasks you perform every single day. The more time you spend on manual administrative work, the less time you have for sourcing, listing, and scaling. This is where we can help.

Our platform is an all-in-one solution built specifically for resale businesses looking to grow. We automate the repetitive tasks that consume your time, allowing you to run your business more efficiently and profitably across multiple platforms like Depop, Poshmark, eBay, and Mercari.

As TUFFNY, a New York-based seller, put it, "Since using Reeva, I've cut down my admin time by at least 30%, giving me more time to source new products and expand my business."

Sell Smarter and Faster with AI and Automation

One of the best ways to prevent returns is to create accurate, detailed, and professional listings. Our platform revolutionizes this process.

• Instant AI Listings: Simply upload photos, and we create complete listings for you, including optimized titles, detailed descriptions, and suggested prices. This dramatically reduces the chance of a "significantly not as described" claim. FabFam from Washington says, "Reeva has cut my listing time by more than half."
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Resellers who use our platform see incredible results. Vintage Vault WV increased their items sold by 372% in just three weeks, and Nuzzydeals saw a 7x increase in sales. AlistairBP went from selling 3-5 items a week to 10-15 items a day.

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Conclusion: Handling Depop Returns with Confidence

Dealing with a Depop return request doesn't have to be a stressful experience. By understanding the platform's policies, knowing the correct process for different scenarios, and communicating clearly, you can handle any situation professionally.

Remember to differentiate between SNAD claims, which are covered by Depop Protection, and discretionary returns, where you as a private seller have the choice to accept. Always follow the proper dispute resolution channels, whether through Depop's Resolution Centre or PayPal, and respond within the required timeframes to protect your account.

Ultimately, the best strategy is a proactive one. Creating highly accurate listings, shipping promptly, and maintaining open communication can significantly reduce the likelihood of returns. By streamlining these core tasks, you build a stronger, more resilient business.

Freeing up your time from repetitive administrative work allows you to focus on what truly matters: sourcing great inventory and growing your sales. Our platform is designed to handle the heavy lifting of listing, delisting, and accounting, so you can manage your business with ease. To see how you can reduce your admin time and accelerate your growth, start your free trial of Reeva today.