What to Do if a Depop Package is Lost or Damaged

What to Do if a Depop Package is Lost or Damaged

Running a resale business on platforms like Depop is an exciting venture, but it comes with its share of logistical challenges. One of the most common and stressful issues sellers face is when a package is lost in transit or arrives damaged.

Navigating the claims process can feel overwhelming, especially when you have a worried buyer on the other end. Understanding the correct procedures is crucial for resolving the situation quickly, protecting your reputation, and ensuring you and your buyer are appropriately compensated.

This comprehensive guide will walk you through exactly what to do when faced with a Depop lost package or damaged item claim. We'll cover the specific steps for both sellers and buyers, explain the nuances of Depop Protection, and show you how to streamline your operations to minimize these headaches in the future.

My Buyer Hasn't Received Their Item: The "Depop Lost Package" Scenario

When a buyer reports that their Depop item has not been received, the first step is not to panic. The process for handling this situation depends heavily on one key factor: whether you used a Depop Shipping label or arranged your own shipping.

For Sellers: Your First Steps

Regardless of your shipping method, a few initial actions are always recommended. Proactive communication is key to maintaining a positive relationship with your buyer and preventing a simple delay from escalating into a formal dispute.

First, check for any known shipping delays with the carrier. Sometimes, factors like weather or holidays can slow things down.

Next, immediately check the order's tracking information. This is your primary source of truth. If you see a delay noted in the tracking, reach out to your buyer to let them know. A simple message explaining the situation and providing an updated estimated delivery date can make all the difference.

Always remember to keep your buyer in the loop. Let them know you are investigating the issue and share any updates as soon as you receive them.

If You Used Depop Shipping

Using Depop Shipping labels offers a streamlined process and, most importantly, access to Depop Protection for sellers in the UK, US, and Australia. This is a significant advantage when dealing with shipping issues.

Start by checking the tracking info provided with the Depop Shipping label. If the tracking information has not updated for 7 days after you shipped the item, it's time to take action.

You should reach out to Depop Support directly. Depop will then handle the claim for compensation with the shipping carrier on your behalf. They will keep you posted on the status of the claim.

If Depop confirms the package has been lost in transit, they will send a full refund to the buyer on your behalf. This refund will initially be taken from your Depop balance.

However, because you used a Depop Shipping label and the order is covered by Depop Protection, Depop will then compensate you for the loss. This compensation covers the item price, shipping fees, and taxes up to a value of $300 (or £250 for UK sellers).

If You Shipped on Your Own

If you chose to use your own shipping method, you are fully responsible for managing the situation. Depop Protection does not cover items shipped this way.

Your first step is to check the tracking information from your chosen carrier. If there's a delay, you must let your buyer know the new estimated delivery date.

If the tracking confirms the package is lost, you have two main responsibilities. First, you must start a compensation claim with your shipping carrier to be reimbursed for the item's value and shipping costs. The success of this will depend on the carrier's policies and the level of insurance you purchased.

Second, and most importantly, you will need to refund your buyer in full. This must be done regardless of the outcome of your claim with the carrier. Failing to do so can lead to the buyer escalating the issue and harming your shop's reputation.

For Buyers: How to Raise a "Depop Item Not Received" Claim

If you're a buyer and your item hasn't arrived, Depop provides a structured way to resolve the issue through its in-app Resolution Centre, provided you paid with Depop Payments.

Before raising a formal issue, you must meet two conditions. First, you need to give the seller at least 5 days to ship your item. Second, you should have already tried contacting the seller through Depop messages to ask for an update.

If more than 5 days have passed since the purchase and you haven't received a response or a tracking number, you can open a dispute. To do this, go to My Depop > Support > Resolution Centre. Select the purchase you have an issue with and choose the option "My order hasn't arrived."

When you raise the dispute, you can request tracking information, ask for a full refund, or ask the seller to provide an alternative solution. Once you've submitted the issue, the seller has 48 hours to respond.

• If the Seller Responds: The seller might provide tracking, offer a refund, or suggest another solution. If you cannot agree on a resolution, you will have the option to escalate the dispute to the Depop Support team for review.
• If the Seller Doesn't Respond: If the seller fails to respond within the 48-hour window, you don't need to do anything else. The transaction will be automatically refunded to you in full.

If you paid for your item using PayPal, the process is different. You will need to open a dispute directly within the PayPal Resolution Center to request your refund. If you go through the PayPal process and still need assistance, you can then contact the Depop Support team.

What to Do if a Depop Package Arrives Damaged

Receiving a damaged item is just as frustrating as not receiving it at all. Both buyers and sellers have clear steps to follow in this scenario.

For Buyers: Reporting a Damaged Item

If your item arrives damaged, you may be eligible for a full refund under Depop Protection. The most critical factor is time: you must report the issue to Depop within 30 days of the purchase date.

For buyers located in the United States and the United Kingdom, you can begin your claim by heading to Depop's in-app Resolution Centre.

The process is slightly different for buyers in Australia. You must first file a claim through PayPal’s Protection Policy. If PayPal denies your claim, you can then reach out to Depop to start a claim with them. You will need to provide Depop with evidence that PayPal denied your initial claim and any subsequent appeals.

Crucially, you must have started your initial PayPal claim within the 30-day window from the date of purchase to remain eligible for Depop Protection.

In all cases, you must keep the damaged item and its packaging throughout the entire claim process. Depop cannot guarantee a refund for any damaged items that have been disposed of before the claim is resolved.

For Sellers: Handling a Damaged Item Claim

How you handle a damaged item claim again comes down to your shipping method. If you used a Depop Shipping label, you are covered by Depop Protection.

When the buyer's claim for a damaged item is approved by Depop, Depop will issue a full refund to the buyer. Because the item was damaged in transit and you used Depop Shipping, Depop will then compensate you for the sale, up to the protection limit.

If you shipped on your own, you are responsible for resolving the issue with the buyer. This will likely involve you filing a damage claim with your shipping carrier and providing a full refund to the buyer from your own funds.

Understanding Depop Protection for Sellers

Depop Protection is a valuable safety net for sellers, but it’s essential to understand how it works and what is required to be eligible. It is not an insurance policy but a program offered at Depop's discretion.

Eligibility for Depop Protection

To be eligible for Depop Protection for a lost or damaged item, you must meet several criteria. A sale may be eligible if the item was lost in transit or if a returned item was lost on its way back to you.

What is Not Covered by Depop Protection?

Understanding the exclusions is just as important as knowing the requirements. You will not be covered if:

• You completed the sale outside of Depop's BUY button.
• You sold a prohibited item.
• You shipped using your own method instead of a Depop label.
• You arranged for an in-person exchange.
• You are a seller based outside of the US, UK, or Australia.

Sellers in Australia making PayPal sales have an extra step: they must first go through the PayPal dispute process and provide proof of a lost claim and appeal before being eligible for Depop Protection.

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Conclusion: Stay Protected and Focused on Growth

Navigating a Depop lost package or damaged item claim can be straightforward when you know the correct steps. The key is to communicate proactively with your buyer, understand the process based on your shipping method, and know the eligibility requirements for Depop Protection.

Using Depop Shipping labels is the single best way to protect yourself as a seller, offering a clear path to resolution and financial compensation for covered incidents.

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