Clearer Information, Better Tools: Seller Protection and Account Health Improvements
Carrier scan delays happen everywhere, especially over the holidays or when there’s bad weather. A package can get dropped off on time, but the carrier doesn’t scan it until a few days later. This shows up in your metrics as a late shipment, even when you did everything right.
Previously, we’ve had to rely on tracking data that doesn’t always capture what actually happened. This has created two problems: order issues are harder to evaluate fairly because the data is incomplete, and your metrics don’t tell the full story.
We’re rolling out improvements to address both. We’ve clarified our Seller Protection Policy to make it easier to understand how we help you handle disputes when shipment issues come up. And starting February 13, Account Health metrics will use better signals, like our in-app scanner and Whatnot Manifest, to reflect when packages get dropped off, not just when carriers scan them.
A clearer Seller Protection Policy
Seller Protection is an important part of how we support you on Whatnot. When a buyer reports an issue, sellers on Seller Provided Support handle it directly with the buyer. When issues can’t be resolved directly, or for sellers not on Seller Provided Support, we step in to look at what happened and help reach a fair outcome. Our updated policy clarifies what happens when a buyer reports an issue, what information we review, when Whatnot typically covers a refund versus when a seller is responsible, and how appeals work if you believe we missed important context.
When we step in, we may apply safeguards to resolve issues efficiently. For example, we handle chargebacks and payment disputes, protect against suspected fraud or abusive refund behavior, and cover verified carrier failures outside your control.
Sellers are responsible for refunds when the issue is within their control, including when an item is shipped incorrectly or doesn’t match its listing or description. When shipment timing is part of an issue, we look for clear signals to confirm what happened. The in-app scanner and Whatnot Manifest let you show exactly when you handed off an order to the carrier in these cases.
You can check out our full, updated Seller Protection Policy here.
More accurate Account Health fulfillment metrics
The in-app scanner and Whatnot Manifest give us a clearer drop-off signal and keep your buyers informed.
Starting February 13, Account Health will use these signals, along with other shipment information, to give a more accurate view of your fulfillment performance. Some sellers may see metrics move even if day-to-day operations haven’t changed. If you’ve been dropping off on time, these updates are designed to better recognize that performance. If drop-off timing hasn’t been consistently captured, the updated metrics may show a fuller picture.
Shipping within two business days is still required. We recommend using the in-app scanner or Manifest for every shipment to ensure your metrics are accurate and provide clear proof of drop-off timing if disputes arise.
How this impacts Premier Shop eligibility
If you’re already part of the Premier Shop program for February, nothing changes this evaluation period and you’ll continue to be assessed using the metrics currently shown in your Premier Shop analytics. Beginning May 1, 2026, Premier Shop evaluations will use the updated metrics displayed in Account Health.
Sellers who are not currently enrolled will be evaluated using the updated metrics reflected with this change.
More information about Account Health’s more accurate metrics can be found here.
What’s next
The day-to-day expectations for providing a great buyer experience on Whatnot are still the same. These updates give you more clarity when things go wrong and better tools to highlight the work you’re already doing.
A few things to remember:
Review the updated Seller Protection Policy so you know what happens if there’s an order issue.
Check Account Health on February 13 and use the updated information to understand what’s driving any changes.
Keep shipping within two business days, as always.
Use the in-app scanner and Manifest consistently to keep buyers updated, improve your shipment metrics, and take control of your performance.
