How to contact thredUP customer service — a practical, expert guide

Overview and key facts

thredUP, founded in 2009, is a large online consignment and resale marketplace. Because the company scales support around digital workflow and order metadata, the fastest and most reliable way to get help is through thredUP’s Help Center and in-app support rather than by telephone. This guide explains how to contact support efficiently, what information to provide, and how to escalate an issue when necessary.

Expect support to be handled primarily through web forms, live chat and direct message channels. In practice, most customers receive an automated acknowledgement immediately and a substantive response within 24–72 hours when the request includes clear order data and photos. For urgent problems (missing packages, damaged items, incorrect charges) following the documented steps below will reduce resolution time and the need for repeated follow-ups.

Primary contact channels and when to use each

Official Help Center (recommended): go to https://help.thredup.com/hc/en-us and use the search bar to find articles about refunds, returns, shipping or account issues. If the knowledge base article does not resolve your issue, click the “Contact Us” or “Submit a request” buttons; you’ll be prompted to sign in and attach order details. This channel ties your message directly to your account and order history, which reduces triage time.

In-app chat and message center: open the thredUP mobile app (iOS/Android) and tap Account → Help or Orders → View Order → Contact Support. The app automatically includes order numbers and tracking data in your message; for many customers this produces the quickest clarification or approval for returns. Social DMs (X/Twitter and Instagram) and Facebook Messenger are useful for status nudges, but they are slower for formal claims because agents will typically redirect you back to the Help Center to capture order metadata.

Packed list: contact channels, pros/cons, and required prep

• Help Center form (https://help.thredup.com): Pros — ties to order, best for claims; Cons — response time 24–72 hours. Prep — have order number, SKU(s), date of delivery, and 1–3 clear photos (item, damage, shipping label).
• In-app chat (Account → Help): Pros — auto-attaches order/tracking; often fastest for returns/refunds. Cons — may be limited to support hours. Prep — screenshot of error messages and screenshots of payment/receipt if needed.
• Social DMs (Instagram/X/Facebook): Pros — useful for escalation visibility; Cons — public channels, frequently redirected to Help Center. Prep — concise summary and order number in first message, then move to private form.

What to include in any support request

Every support request should include the essentials so agents can act without asking for follow-up. At minimum provide: full name on account, email address used to order, order number, exact SKU or item title, date of delivery, and a concise description of the problem. For condition disputes and damage reports, attach at least two high-resolution photos (one of the item against a neutral background and one close-up of the issue) plus a photo of the packing slip or shipping label if available.

For billing disputes include transaction IDs, last four digits of card used, the transaction date, and any screenshots of bank statements that show the charge. If your issue relates to returns or refunds, specify the desired outcome (refund to card, store credit, replacement) so the agent can route the ticket correctly. Clear, structured messages shorten resolution time—start with “Order #1234567: received wrong item (SKU ABC-123) on 2025-07-14” and then add the supporting details.

Escalation, timelines and what to expect

If your initial request has not been resolved within the timeframe indicated in the Help Center, escalate with a structured follow-up. Wait at least 72 hours. When escalating, reply to the original ticket rather than opening a new one; include the original ticket number and add a short status summary and new evidence if relevant (e.g., updated tracking showing “Delivered” but you have no package).

Typical timelines: acknowledgement immediately, substantive reply 24–72 hours, refund processing 3–5 business days after approval (credit card hold release times depend on your bank). For returns, most resolution workflows are completed within 7–14 calendar days from when thredUP receives the returned item and inspects it. If you need legal or regulatory escalation (rare), request formal escalation to thredUP’s consumer resolution team and retain copies of all correspondence.

Packed list: escalation steps

• Step 1 — Use Help Center form or in-app chat and attach order number + photos. Save ticket ID.
• Step 2 — If no resolution in 72 hours, reply to ticket with ticket ID, a one-line summary, and any additional proof (tracking, bank screenshot).
• Step 3 — Use social DM to request visibility only if 72+ hours passed; include the ticket ID. Note: social agents will usually instruct you to use the original ticket to keep a record.
• Step 4 — For sellers/consignors with onboarding or payout disputes, use the “Sell” portal at https://www.thredup.com/sell and the consignor support options there for higher-priority handling.

Seller/consignor and business contacts

Sellers and consignors should use the Sell with thredUP portal (https://www.thredup.com/sell) where there is a dedicated help flow for Clean Out kits, seller payouts, and threshold-based account management. The portal contains specific guides for accepted brands, grading standards, and payout schedules—using the portal’s built-in contact options ensures your ticket is routed to the correct team for payout issues, which is faster than standard buyer support.

For business, press or partnership inquiries, look for dedicated links on thredUP’s corporate pages (typically in the site footer). When contacting for corporate matters, include company name, a concise summary of the request, and relevant timelines or deadlines. Keep attachments under 10 MB and provide links to large files rather than sending large attachments directly.