As resellers, we all want the perfect sales experience from start to finish. We love it when our customers are happy with their items, but what do we do when they request a return or refund?
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Many sellers like doing business on Depop because there is a lower rate of returns. The Depop return policy is pretty small and strict and they rely mostly on buyers and sellers to resolve their own disputes and recommends buyers that don’t want their purchase to simply “Re-pop” it, meaning to put it right back up for sale on Depop.
What is the actual Depop return policy? Here is what it says on their website:
When you purchase an item on Depop, you’re covered by Depop Protection, which means we’ll help you return your item for a full refund in the rare case that the item you receive isn’t what you ordered. Terms and eligibility criteria apply.
This protection covers the following cases:
We don’t cover:
If you want to return an item for a reason that isn’t covered by our policies, you’ll need to arrange this directly with your seller. If your seller is a registered business, they’ll have their own returns policy; for everyone else, it’ll be the seller’s choice whether to accept a return.
So, having read the policy, you may be wondering if returning items is possible on the marketplace. The answer is yes, buyers can safely make purchases knowing that if the item is defective or not as described then they can return it.
Sellers, however, can also breathe easy knowing that Depop doesn’t allow returns simply for fit or buyer’s remorse.
The best return or refund experience is avoiding one altogether. By following these best practices you can reduce the likelihood of an unsatisfied customer and earn your place as a trustworthy seller.
Buyers want authenticity and transparency. By listing an item accurately with as much detail as possible you can avoid any misconceptions and increase the likelihood of a permanent sale. Here are attributes to include in your listing:
Secondhand shoppers are savvy. Price your items competitively and fairly so both you and the buyer are getting the best deal. Checking “comps” is a great way to see how much similar items go for. Doing a quick search on Depop as if you were a buyer looking for your item will give you an idea of market value.
Using tracked shipping is a great way to create trust between you and the buyer. It is a crucial point of solidifying the sale and qualifies you for Depop Seller Protection in case of a dispute.
Always use tracked shipping and always share it with the buyer once available.
When a buyer raises an issue for an item they purchased from you, Depop will send you a notification. A buyer can report that an item was not delivered in the Resolution Centre or open a dispute with Depop directly if an item was ‘Not as Described.’
In any case, it’s important to respond quickly and offer exceptional customer service by being as helpful as you can to resolve the issue. This can impact your reputation as a seller and the transaction experience for the buyer in a positive way.
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If you decide to resolve the dispute and refund the buyer you will not be refunded the Depop transaction fee. If they purchased using Depop Payments you will need to add a debit or credit card to your account before you can refund the buyer.
You can let the buyer know why you disagree with their dispute in the Resolution Centre. The buyer can then accept or reject your response. If they accept, the dispute will be closed. If they reject, the dispute will be escalated to the Depop Support Team.
Having formally issued a return on the platform, arranging the return is the next step. This is the easiest part of the process. All you need to do is make sure your buyer returns the item using tracked shipping. Providing proof of return will enable the refund to be processed.
On Depop, the refund process generally takes 5-10 business days if the seller agrees to process it directly through PayPal or Depop Payments. If a dispute arises, it can take longer, potentially several weeks, especially if PayPal is involved and the seller doesn't respond. Once a return is processed and tracking shows the item delivered, the refund should be issued to your original payment method.
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Now that you’re well versed on how to handle returns and refunds, focus on setting yourself apart and increasing your sales with Vendoo. The best trick to selling fast with confidence is cross-listing. Vendoo provides a tailored interface for multiple marketplaces so you know you’re covering all your bases and your items are getting the best exposure.
You might also be interested in our FREE Guide to Online Marketplaces For Resellers