Depop customer service email: expert guide for sellers and buyers
Contents
- 1 Depop customer service email: expert guide for sellers and buyers
Where to send a customer service email and expected channels
Depop’s official customer support workflow is primarily in-app and through its Help Centre at https://help.depop.com. Depop does not publish a dedicated, guaranteed-response public support phone number for general buyer/seller issues; instead, support requests are tracked through the app ticketing system so that every case has an ID and a timestamp. For policy, account and dispute documentation you should use the Help Centre articles and the “Get help” button inside your Depop app (iOS/Android), which routes your message into Depop’s internal queue.
If you need faster visibility for business or press reasons, Depop maintains corporate contact points listed on its website (https://www.depop.com). Social channels such as Twitter and Instagram (@depop) are monitored for public relations and urgent visibility, but they will usually direct you back to the Help Centre or in-app support so a formal ticket is opened. Typical first-response windows reported by users and Depop guidance are between 24 and 72 hours for straightforward queries; complex investigations (fraud, chargebacks, loss of shipping) commonly take 5–14 business days.
What to include in a customer service email or in-app message
To get fast and effective resolution, include precise transaction and case data in every message. At minimum you should supply: your Depop username, the full item title as listed, the order ID (format example: DE-123456789), the price paid (e.g., £45.00 or $58.50), the date of purchase (YYYY-MM-DD), proof of payment (PayPal/Stripe transaction ID or screenshot), and the shipping tracking number with carrier name (e.g., Royal Mail tracking: GB123456789US). Missing details are the most common reason a case is delayed beyond 72 hours.
Attach high-quality evidence: clear photos of the received item (front, back, tags), unboxing photos showing packaging, and screenshots of conversations with the seller/buyer. If the issue is “item not received,” include the last tracking status and the expected delivery date. If the issue is “item not as described,” include measurements, timestamps and close-up photos of defects. Label attachments in your message (e.g., “photo_damage_2025-08-01.jpg”) to make it easy for a human agent to scan and tag them into the ticket.
- Checklist to include in every support message: Depop username, order ID, purchase date, amount paid with currency, payment transaction ID, carrier + tracking number, 2–6 photos/screenshots, brief one-sentence summary of desired outcome (refund, replacement, return label).
- If filing a buyer protection claim, state your preferred resolution explicitly and give a deadline you expect (e.g., “I request a full refund of $58.50 within 7 business days if seller does not respond”).
How to structure the email/content for clarity and speed
Subject lines and the opening paragraph matter: use 6–12 words that include the action and the order ID. Examples: “Request refund — DE-123456789 — damaged item” or “Item not received — DE-987654321 — tracking GB123456789US.” Begin the body with a one-line summary of the problem and the resolution you want, then present the supporting facts as a concise timeline (2–6 bullet-like sentences). Keep the total message under 300–400 words so an agent can read and decide within one pass.
Maintain professional language and neutral tone. Phrases that accelerate escalation: “I have attached photos demonstrating the damage; I paid $72.00 on 2025-07-15 via PayPal transaction ID 0X123456789AB; I request a full refund if not resolved by 2025-08-05.” Avoid accusatory language — factual, timestamped statements reduce back-and-forth. If you are a seller, include proof of postage (receipt with barcode), insurance amount (e.g., insured up to £50.00), and the parcel weight/size to address carrier disputes.
Practical email templates and exact phrasing
Template A — buyer: “Subject: Refund request — DE-123456789 — damaged on arrival. Hello Depop support, my username is vintage_emma and I purchased ‘Levi’s 501 jeans’ (order DE-123456789) for £45.00 on 2025-07-10. The item arrived on 2025-07-20 with a 12 cm tear on the left thigh (see attached photos: damage_front_2025-07-20.jpg). I paid via PayPal (TxID: 9AB1234CDE). I request a full refund of £45.00 and a return shipping label within 7 business days. Thank you.”
Template B — seller: “Subject: Buyer not responding — DE-987654321 — delivery confirmation. Hello Depop support, my username is retroshoplondon. I dispatched ‘Vintage jacket’ on 2025-06-30 via Royal Mail tracked (GB987654321US). Tracking shows ‘Delivered’ on 2025-07-02 but buyer reports non-delivery and has not responded to messages since 2025-07-05. I’ve attached proof of postage (receipt_2025-06-30.pdf) and the package weight 760 g. Please advise whether Depop will release funds or require further action.”
Escalation, timelines, refunds and chargebacks
If your initial message yields no resolution in the stated window, escalate by replying to the existing ticket with new evidence and a firm deadline (e.g., “Please resolve by 5 business days or I will initiate a PayPal dispute/chargeback”). For lost/damaged parcels, allow carriers’ investigation timelines: Royal Mail/USPS investigations can take 10–30 business days. Depop’s internal investigations often run concurrently but require the same evidence, so upload carrier case numbers and correspondence into the Depop ticket.
Refund mechanics: successful buyer protection cases typically result in a full refund to the original payment method. Depop retains transaction and shipping timestamps to adjudicate disputes; in marketplaces, the industry standard resolution rate for clear proof-of-damage claims is >80% in favor of the claimant when photos and transaction records are provided. If the payment was by card or PayPal, you can also lodge a dispute directly with the payment provider after opening the Depop ticket and waiting the initial 72–120 hours for a response.
Alternative contact options and final recommendations
Use the Help Centre at https://help.depop.com for links to appeals, policy pages and the in-app “Report an issue” forms. For corporate or press enquiries, check Depop’s corporate pages for contact details; for time-sensitive public visibility issues, tagging @depop on Twitter or Instagram can get attention but will not replace the formal ticket. Be ready to provide the ticket ID in any public message to route the social team to the correct case.
Final tips: prepare evidence immediately (within 48 hours), keep messages concise and timestamped, and set realistic deadlines (5–10 business days for complex issues). Save copies of all attachments and ticket IDs (example ticket ID: TICKET-20250801-0042) — that audit trail is the key to a fast, successful outcome.