Depop customer service chat — expert operational guide

High-level overview and channels

Depop is a peer-to-peer marketplace focused on fashion and vintage goods (founded 2011, acquired by Etsy in 2021 for $1.625 billion). There are two distinct “chat” channels you must understand: the in-app buyer–seller chat (real-time messaging between users) and Depop Support (the platform’s help center and ticketing). For immediate transactional questions — tracking, size clarifications, bundled discounts — use the in-app chat. For policy enforcement, payment disputes, or account/appeal matters you must use the official Help Center at https://www.depop.com/help/ or the in-app Support flow (Profile > Settings > Support).

Depop does not publish a general-purpose phone support line for routine buyers and sellers; its support is centralized via the Help Center and in-app tickets. Expect differences by region: payments and payout timing vary by country and by payment provider used for your account, so always confirm the payment method shown on the sale screen before escalating to Depop Support.

How to use the in-app chat correctly

The in-app chat is the first line of customer service. Best practice timings: respond to buyer messages within 24 hours, ship sold items within 3 business days, and upload tracking details within 48 hours of posting where possible. These concrete habits reduce disputes: communications and tracking are the two most-cited factors in successful claims.

When negotiating price, shipping, or bundled offers, use the “Offer” and “Bundle” features in-app rather than external payment links. Keep all sale-related agreements in the chat thread: Depop’s moderation and dispute reviewers will use the thread when adjudicating “item not as described” or “item not received” claims.

Checklist: information to include when you open a Depop support chat

• Order metadata: buyer username, seller username, listing ID (the numeric or alphanumeric ID visible in the listing URL), sale date and final price (include shipping component).
• Payment details: payment method used (e.g., PayPal, card via platform), transaction ID or receipt, and the date/time of payment.
• Shipping evidence: courier name, tracking number, postage receipt (photo of label with tracking), date shipped, proof of posting (if physical receipt), and declared value.
• Problem evidence: 1–3 clear photos (JPEG/PNG) showing item condition, measurements, and any damage; screenshots of the in-app chat thread; a short chronology (3–6 bullet points) of what happened and what resolution you want (refund, replacement, relist).
• Reference numbers: Depop ticket ID if you previously opened a case, bank statement lines or PayPal transaction line for verification, and any external claim IDs (e.g., courier lost-package claim number).

Typical response times and escalation path

Typical lifecycle: automated acknowledgement immediately after you submit a ticket; a human agent response commonly within 24–72 hours for straightforward issues; more complex investigations take 5–10 business days. For cases requiring seller evidence (tracking, photos) expect up to 14–30 days from initial report to final decision if additional verification is required.

Escalation strategy: if you don’t receive a human reply within 72 hours, reopen the ticket with a concise update and the ticket ID. If the case is unresolved after 10 days, request escalation and include the checklist items above; keep records of timestamps (UTC) for each message. Note: if payment was processed via PayPal, buyers can escalate to PayPal disputes (PayPal allows disputes within 180 days of payment for most transactions), which may override platform mediation timelines.

Common issues, resolution scripts and practical templates

“Item not as described” and “Item not received” are the two most common issues handled via chat. Use short, factual templates: for a buyer claiming damage, send a message like: “Thanks for your message — I’m sorry this item arrived damaged. Please send two photos showing the damage and the shipping label; once I receive them I will process a refund or send a replacement within 3 business days.” For a seller responding to a late-delivery claim: “I shipped on [date] with [courier] and tracking number [xxxxx]; the shipment shows status [status]. I’ll open a lost parcel claim with the courier today and update you within 5 business days.”

For sellers, maintain insurance for high-value items: practical recommendation is to insure items above $200/£150 depending on currency and region. Keep proof of postage and always buy tracked services — claims without tracking are harder to win. Remember that Depop charges a 10% seller fee on the item price (this has been the standard fee structure in recent years), so set pricing and shipping strategy to reflect that cost plus shipping and packing materials.

Seller operations to reduce chats and ensure fast resolutions

Operational controls reduce support volume by design. Use clear listing titles with exact measurements, add 5–7 high-resolution photos showing flaws, include a stated handling time (e.g., “ships within 3 business days”), and immediately upload tracking after postage. Monitor your Depop Inbox daily; a 24-hour reply standard lowers conversion friction and dispute risk.

For returns and refunds: set a clear shop policy in your profile (example: “Returns accepted within 14 days of receipt; buyer pays return shipping unless item is misdescribed”). If you accept returns, provide a returns address (PO Box or business address) and require tracked returns for items valued over $100. These concrete policies speed dispute resolution when you must involve Depop Support.

Official resources and next steps

Primary official resource: Depop Help Center — https://www.depop.com/help/. Use the in-app support route (Profile > Settings > Support) for account and enforcement issues. For payment disputes check the payment provider’s guidance (PayPal disputes: up to 180 days in many regions). Keep copies of every interaction and log dates in UTC to match support timestamps.

In practice, a disciplined workflow — immediate tracking upload, 24-hour message response, bundled evidence when contacting Support, and a clear escalation request after 72 hours — will resolve ~90% of normal disputes without a prolonged appeal. If a case remains unresolved after 30 days, document everything and prepare to present it to the payment provider or nationally relevant consumer protection bodies depending on your region.

How long do you have to report a problem on Depop?

within 30 days
These regulations state that a buyer can file a return claim within 30 days (counted from the day of the transaction) if: The item they received wasn’t as described in your product listing. The item was severely damaged or lost. The buyer never received the item.

Do you need a phone number for Depop?

Every user can buy and sell from the moment they sign up. Follow these steps to get started: Download the Depop app from the App Store or Google Play. Sign up with your phone number and email—this ensures you receive important updates.

How can I contact Depop support?

Best Ways to Reach Depop Support

1. Submit the online request form on Depop’s website to contact Depop customer service about an issue or make a complaint.
2. Send an email with details about your issue to to [email protected].
3. Or, DM Depop on X/Twitter, Facebook, or Instagram.

How do you contact Depop if you got scammed?

If you’ve received your item but feel it is significantly not as described or have concerns around the authenticity of the item, then you can report this to Depop Support via our web form. We’ll need you to send over photos of the item(s) you received so we can handle the dispute.

What is the company number for Depop?

08316342
Depop Limited is a company established in England (company number 08316342) with its registered offices at The Pavilions, Bridgwater Road, Bristol, England, BS13 8FD (“Depop”, “we”, “our”, or “us”).

Can you chat on Depop?

As a seller, ask the buyer to send you a message in the Depop chat confirming that they have received the item, and when. As a buyer, make sure you leave a message to the seller in the Depop chat and ask them to reply to confirm.