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Buyer protection on OfferUp

Last updated September 25, 2018

How buyer protection works

When an item is paid for and shipped through OfferUp, the buyer may be protected if certain problems occur. Buyer protection covers up to $500 for eligible issues, as described in this document.

What is covered

The following issues are covered when bought and shipped through OfferUp:

  • Seller fails to ship the item
  • There was undisclosed damage to the item
  • An item is incorrect or missing
  • The item received is not as described

If the item isn’t shipped within 6 days of payment, the buyer's payment may be canceled. Their funds will be returned to the account or card originally used. It may take 3-5 business days for the funds to return to the buyer’s account or card.

The buyer's payment is held until the transaction is complete. The transaction is considered complete if no buyer protection claim is made within a 3-day period after item delivery. At that point, the payment is released to the seller.

Once the payment has been released to the seller, all sales are final and no refunds will be issued.

What isn't covered

  • An item doesn't fit or the buyer doesn't like it
  • An item is prohibited by OfferUp
  • The purchase was made in cash or with an in-person cashless payment
  • The purchase was conducted through payment or shipping systems outside of OfferUp

How to use buyer protection

  1. Within 3 days of receiving the item, use the Contact Us button at the bottom of this article. 
  2. Select Submit a buyer protection claim in the form and enter your reason for using buyer protection. We’ll also need your transaction ID to find details about your purchase. You can find it on your receipt. Open it from your messages about the item, or:
    • Log into your account
    • Tap Account icon Account
    • Tap Payments and receipts, then Transactions
    • Select the receipt for the item you have questions about
    • Scroll to Payment info for the transaction ID
  3. OfferUp will review the request and take corresponding action. OfferUp may request additional information or documentation, and reserves the right to deny buyer requests.
  4. On approval, OfferUp will provide return instructions, and the buyer will handle the item accordingly.
  5. OfferUp will issue a refund up to $500 in the original form of payment.

Related links

How shipping works for buyers

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