Seller Provided Support to be standard for sellers on Whatnot

An operational change for Whatnot sellers hits today. As of the 1st of September, Seller Provided Support is officially the standard support model for all US sellers. Crucially, Seller Provided Support is now a strict requirement to maintain “Premier Shop” status.

To keep the badge, you must now maintain a support rating of “Great” or “Excellent” and respond to at least 95% of all buyer requests within two days.

This was a bit of an ‘OMG’ moment for me, I thought this was how all marketplaces have worked for well over 20 years, but it appears that Whatnot have been picking up the slack that sellers on any other marketplace would be handling as a routine part of their selling operations.

Certainly, most people would want the chance to sort any post-purchase issues without the platform stepping in – and that’s what’ll now happen on Whatnot Whatnot say that Seller Provided Support gives you even more ownership over the post-purchase experience.

This feature allows sellers to manage eligible buyer issues — such as missing items, damaged items, or order delays, directly from their Inbox in the Customer Support tab without waiting for Whatnot Support to step in.

By handling issues directly, sellers can: Provide faster resolutions and reduce wait times for buyers Build trust and transparency through consistent communication Deliver a seamless post-purchase experience that keeps buyers coming back SPS performance will be evaluated as part of Premier Shop eligibility starting September 1, 2026 for existing US sellers on SPS, and 30 days after new SPS users are enrolled.

This allows sellers time to get familiar with SPS before it impacts Premier Shop. In order to earn or keep Premier Shop status, all US sellers will need to respond to at least 95% of buyer requests within two business days. When a buyer requests help with an order in-app, the request will be sent directly to the seller’s Inbox.

The seller is expected to respond as soon as possible; if a seller does not respond within two business days, it may impact their account standing. If a seller does not respond within two business days and the buyer escalates the issue, Whatnot will step in to resolve it, including issuing a refund and billing the amount back to the seller.

If a seller believes a billback was applied in error, they’ll be able to submit an appeal for review.