What to do if a buyer DM’s me directly with a question about their order?

If buyers have any issues with an order, it is possible that they reach out to you directly via other social media platforms. Unless this issue can be quickly and easily solved, it is best practice to always loop in our support team. One of the benefits of our platform is that we handle any and every customer support issue. With any buyer issues, please direct them to click here to fill our a form to contact our Support team. Our team can help with various matters, such as:

• Tracking down missing items
• Providing new shipping labels
• Assessing damage and providing returns
• Investigating claims made against you as a seller

Sellers should never advise buyers that refunds will guaranteed by support. Again, if a buyer DM's you directly regarding an order, please direct them to the following link, and our team will be happy to look into the matter:

https://whatnot.zendesk.com/hc/en-us/requests/new