FAQS
Selling
Order Issues
Why was my listing taken down?
Per our Conduct Guidelines , we remove listings if they contain:
-Stock photos or copyrighted images of which the rights are not owned by the submitting party
-Nudity
-Derogatory or discriminatory language, profanity, and/or sexually explicit, abusive, or offensive material
-Obscene, sexist, or racist material
If you're concerned about why your listing was removed, reach out to Customer Support through the Contact Us button in your Profile Settings.
I forgot to include a key detail about an item in its listing and someone bought it. What do I do now?
Let the buyer know what you missed via Messages by tapping the airplane icon next to the buyer's profile pic. If the buyer is still interested in receiving the item, great—you're one step closer to a payday.
If the buyer is no longer interested in receiving the item and you have not yet created the order's shipping label, you can cancel the order by tapping Need to Cancel? on the Order Details page. If you've already created the order's shipping label or mailed the order, get in touch with Customer Support by tapping Contact Support at the bottom of the Order Details page.
What if I need to cancel an order?
Did you lose the item or sell it somewhere else? Or did the buyer request a cancellation? You can only cancel an order prior to creating its shipping label. Do so by tapping Need to Cancel? under the Create USPS Shipping Label button on the Order Details page.
If you need to cancel but you've already created the order's shipping label, reach out to Customer Support by tapping Contact Support at the bottom of Order Details.
In either event, reach out to the buyer to let them know you need to cancel their order—they'll appreciate the update and you may gain a repeat buyer.
I'm on vacation and can't ship my order in time. What do I do now?
No worries! You'll still be able to fulfill the order as long as you can create the USPS shipping label within 7 days of order placement.
After you've created the shipping label, we usually say ship the order ASAP because the buyer wants their stuff and you want to get paid—but there isn't a specific timeline for getting the order to the Post Office, so let the buyer know you're away and ship it when you get back.
If you're unable to create the shipping label within 7 days, reach out to Customer Support by tapping Contact Support at the bottom of the Order Details page.
Why was my order auto-cancelled?
We auto-cancel orders on the buyer's behalf because the USPS shipping label was not created within 7 days of order placement. To avoid order cancellations in the future, make sure you create the shipping label within 7 days of order placement and get it shipped ASAP.
Is the buyer still interested in receiving the order? Relist the item(s) for them to purchase and make sure to create the shipping label within 7 days.
I forgot to send something in my order. What do I do now?
If you accidentally left item(s) out of the order, let the buyer know by tapping the paper airplane icon next to the buyer's profile pic and explaining the situation.
Then, get in touch with Customer Support by tapping Contact Support at the bottom of Order Details. They'll help you cancel the item that wasn't sent with the order and get the buyer refunded. If the buyer is still interested in the item(s) you failed to send, let them know you'll relist it!
The buyer says they haven't received their order. What happened?
Sounds like a USPS issue. If your order has been in transit for over 10 days and the tracking info hasn’t changed in the past 48 hours, either you or the buyer should reach out to Customer Support by tapping Contact Support at the bottom of the Order Details page.
If they determine the package is lost, you will still get paid out and the buyer will receive a refund.
The buyer said there's an issue with their order. What do I do now?
We don't currently allow sellers to mediate order issues themselves because we are a final sale platform. But, you can remind the buyer that they can report accepted item and delivery issues to us within 3 days of order delivery by tapping Issue With Your Order? underneath the Accept Order button on the Order Details page.
Valid item and delivery issues include: damaged item, item not as described, item not as pictured, wrong item, missing item, damaged package and package did not arrive. To see a full list of valid item and delivery issues, check out our Conduct Guidelines .
If the buyer refuses to report the issue to us and is still messaging you, remember that they only have 3 days before the order is auto-accepted—at which point you'll be paid out and the order closed.
I received an email that says the buyer reported an issue with an item in their order. What now?
Nuuly Thrift is a final sale platform, but we do allow buyers to report specific item issues within 3 days of delivery. These accepted issues include:
-Damaged Item
-Not As Described
-Not As Pictured
-Wrong Item
-Missing Item
When a buyer reports an item issue, your payout for that item is put on hold until the issue is resolved. Customer Support will review the item issue for a potential refund and get back to both you and the buyer with the resolution within 5 business days.
If the issue is resolved in the buyer's favor, they will receive a refund upon return of the item and you will not be paid out.
If the issue is resolved in your favor, you will be paid out and your earnings available in Wallet within 3-5 business days.
