Buyer Protection Just Got Easier!

Community Manager

We've been listening to all feedback regarding our Shipping feature, and it became clear that we could make some improvements to the Buyer Protection Flow. It's now easier than ever to initiate a Buyer Protection Claim which we'll highlight below!

 

Starting now, or after you update your app, you will now be able to open a Buyer Protection claim within the messaging feature on OfferUp! No more digging to find an email to reach out to or struggling to get your claim in on time, because this is something that is built into the messaging platform now. This will help our teams get back to you faster than ever!

 

Once an item has been delivered, if something happened to go wrong, you'll instantly be able to get help.

 

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From there, you're just two more steps from getting the claim sent off to the right team.

 

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And just like that, you can submit. Let us know what you think below!

109 Comments
Level 3

@BrightMoonstone It's not my item I ordered I can feel the silicone through the thin envelope and it's about the same size of a credit card. I just received another package today from the same seller with exact same contents. The worst part about it is the seller is still on Offerup selling fake items still scamming people.

 @Nathon that's not good! I'm sure Offerup will respond as soon as possible. You have me so curious as to what they sent you. Have you messaged the seller again to ask them what the heck they sent you?

 

Level 3

 @BrightMoonstone Even though I submitted my claim I never received a confirmation email so I'm worried if they even have it. 

Level 3

@BrightMoonstone Yes I asked them several questions on both items and they haven't even said one word at all. This is crazy and their stars went from like 3 to almost 10 in one day hahaha!

 @Nathon yes I have seen others post that they didn't get a claim number or a return email saying it was atleast submitted. That would help to ease a persons mind that's for sure! Did you submit a claim also for the one you got today?

 @Nathon whaaat? In one day? That's really weird!

Level 3

@BrightMoonstone yes I filed a claim for the envelope I received today also. 

Level 3

@BrightMoonstone Yes very weird looks sketchy if you ask me. I just feel bad because this seller is ripping people off with a fake but real looking profile.

 @Nathon 👍 Great I was going to say be sure to file one for this one also!

Neighbor

Sorry it's a long as post

 

It has been 48hrs since I submitted a claim for an iPhone that I bought but never received, and I haven't received any confirmation email or message.

When I submitted my claim I stated that I have a video of me opening the package just a few minutes after it was delivered showing that I didn't get the iPhone, instead there was an empty container of ice breakers gum, later the same day I opened a 2nd claim notifying that the seller had the same iphone that I just "received" for sale (she used the same photos and description).

So I took some screen shots as proof as well, however today while I was trying to acces the messages between the seller an I, it won't open, and can't find the seller either.

Does that mean that OU read my claim and closed her account, or maybe she deleted it to cover her tracks? Either way no one from OU has contacted me and I only have one more day before my money is gone, so now what? 

 @Tempmike I would suggest contacting customer support. This is a community forum most of us here are just sellers who try to help with questions but we don't work in the claims department at Offerup. You can read the forums to see what the outcome has been for others but once their claim has been takin care of they usually don't respond back.

Level 3

@Tempmike I feel your pain I'm in a very similar situation. Offerup actually reached out to me on both claims today and I was approved for both. So I would say as long as you filled out the buyer protection claim from the app you will be fine they will respond in a few days. 

Community Manager

Happy to hear you got a response, @Nathon! And you're right! As long as you completed the claim, our teams will respond as soon as possible.

New Member

Very nice! Thank you developers. I had an item I met up with someone in Atlanta that I had an issue with and the process before was just too much of a hassle so I just said forget it. Not even worth my time. Thank you for being so customer oriented Offer Up. Keep up the good work on this app! Definitely loving and enjoying it! 

 

New Member

I bought an iphone from OfferUp and the microphone is not working. It was listed as excellent working condition and I even asked the seller about this which he corroborated . I submitted a claim, but I have not received any feedback from OfferUp yet. Is there any way to at least realize that they have received my case?

I love to see how much support OfferUp provides. It really builds their reputation!! Good going——!!!

Level 2

Similar story for me. I purchased a used iPhone X from a seller, and I received the package in the mail yesterday. The package contained an old flip phone. Needless to say I was pretty freakin mad. I submitted an OfferUp buyer protection claim immediately, but did not receive a confirmation email. I’ve since then submitted the claim again, but again, have not received any kind of confirmation email. In the Help section, it seems to suggest that an automated confirmation email is sent out, regardless of whether your case is approved or not. I haven’t heard anything.

Community Manager

@AZRider it looks like your claim has already been approved and you received a response today.

Neighbor

Its been 5 days and the seller hasn’t shipped the item I’m buying.Isn't offer up suppose to cancel the order and teturn my money back?

Level 2
Posting an update: OfferUp replied to my Buyer Protection Claim and sent me a return label for the item the seller sent me. I returned it that day, and did indeed receive a refund from OfferUp for the full purchase amount, about 3 days after the return package was delivered to the seller. @Mj_206 I appreciate OfferUp following through on their side of things. It makes me much more confident during transactions. I would like to suggest implementing an automatically generated confirmation email that is sent when a user files a Buyer Protection Claim. Whether the claim is accepted or denied, it would be nice for us to know our claim has at least been successfully submitted, and have electronic documentation of the date it was submitted Smiley Happy
Neighbor

After 5 days the seller did not mail the item I bought is there anyone that can help me? I thought Offerup is suppose to cancel it? How come offerup isn't canceling my offer? Also, there is no customer support here. How am I suppose to get in touch with customer support? 

 @eericc yes your payment will be returned but it will take some time to return.

@Msciandra40 I would suggest you contact customer support to see if a claim was filed against you.

New Member

I submitted a claim at least 4 times now, I have not received a confirmation email or follow up in regards to the transaction! 

@Dald17 If you search the forum there's alot of answers to your question and submitting 4 times will only delay the process. If you filed within the 3 days you're fine and will need to wait until they get to your place on the list. They go in order from what's keep posted in the forums

Neighbor

Hello, 

 

I was scammed in the worst possible way. Instead of sending my item (an iPhone X) the seller sent me a stick of deodorant in a small empty box of dryer sheets. If that sounds ridiculous to you then just imagine how I felt after I saw my "package." I submitted the buyer protection claim the very same day and the next day I submitted pictures when I was prompted to. It has now been a week and I have not heard anything since. I am very concerned that I haven't heard anything back and I really hope that the scammer didn't get away with what he did. Should I be worried that I haven't heard anything back? Is there anyone associated with OfferUp here that can look into my case? 

Level 1

Hello! I recently encountered a scam from offer up. I purchased an iPhone 7 Plus through shipping. The seller claimed that it was unlocked and last used from tmobile. So I went to the T-Mobile store today and when they inserted a T-Mobile SIM card, the “sim not supported” error came up. So I filed a claim. Just wondering how long the process will take because I really want my money back. Seeing all of these horror stories are scaring me. But I do see that @AZRider got his money back for a similar incident so I’m hoping I will get mine back too! Can one of the admins tell me if my claim was received? Am I just supposed to wait now? Thank you! 

Level 6

why am I not shocked by YET ANOTHER PHONE SCAM. Offer up: consider banning phones for shipping already! 

 

@RevivalGypsy I agree! @shanday121 They answer claims in order from what I hear so it might take a few days to hear back from them.

 

Level 6

If they banned phones and YEEZYS, this forum might have actual content other than the constant same. 

I'm only half joking

Level 1

Thank you @BrightMoonstone! I got a response to my claim asking for my information but I think I put the wrong reason - “counterfeit” instead of “item not as described” - so I hope this doesn’t affect them replying. I just really want my money back and the seller is willing to give me a refund too. If any moderators are wondering about my reply, I used another offerup account to purchase the phone. The account name is Nathanael. So if you come across my response please let me know! And also please let me know what steps I need to take after! Thank you 

 @shanday121 I would message customer support because the people in the claims department do not follow the forums. It would be best to message them back directly

Level 1

@BrightMoonstone Do you mean to respond to the email that they sent me? If so, then I did. 

New Member

When buying nationwide, if the item we receive (for example sneakers) are  fake. Are we protected and able to get our money returned?

Community Manager

Yes, absolutely, @JoshH95! That is exactly why we offer Buyer Protection Smiley Happy

Neighbor

I’m going to check it out, thx!

Level 1

Just wondering if my claim was reached by anyone. The last reply I got via email was that my claim was going to be reviewed and that I might be a reply if they need more information from me. The seller and I are patiently waiting but I just want my refund and she wants the iPhone i purchased returned. Thank you! 

New Member

There is protection for the buyer but none for the seller. The buyer sent back an empty box instead of the product. Now I’m out of my money and headphones and no response from customer support. This is an easy way for sellers to be scammed by the buyer with no support from OfferUp.

@Nelsondao I'm confused The buyer filed a claim and Offerup initiated the return of the item? 

You should never do a return without the approval of Offerup. Offerup states all sales are final after the three day evaluation. A claim must be opened by the buyer during those three days, that's what the buyer protection is for as well as protecting you from people scamming returns.

Level 3

Two days ago I made the claim until this time I had no response from any member of offer up I wonder if it is true what I read that the guarantee is a scam

Level 1

Did anyone get my email? I am following the required steps to complete my claim - getting a police report for the phone - and the deadline is tomorrow. Can someone please respond so my claim will be processed? The person I was speaking to was the payment specialist Angelica. Can one of the admins like @Mj_206 confirm? Thanks

Community Manager

As long as a claim has been submitted within 3 days, our specialists will respond. The guarantee is not a scam, @Mari231. Like I said - if you filed a claim within 3 days, you'll get a response. 

Level 3

I made the claim at the time they updated the status of the delivery until now nothing to last there is another person who sent me trash instead of what I bought and there has not been any response from offerup

Community Manager

Please understand that there are many requests that come in daily. Our specialists will respond as soon as they can. Like I said - as long as the claim is in within 3 days, they will get back to you. It just might require additional patience, unfortunately.

Level 1

@Mj_206 I understand about others submitting requests. It’s just that I was given 5 business days to file a police report, beginning on Nov 6. The specialist said that Nov 14 which is tomorrow that my claim will be denied if they do no receive the information from me. I emailed them the info today so I just want to be assured that I am meeting the deadline and that someone will respond so my claim will not be denied. Thank you ! 

Community Manager

Sounds like you should be fine, @shanday121 - especially if you've been open about the police report delay.

Level 3

I do not understand why to wait so long you should not make the payment without first making sure that the buyer is satisfied, in my account the payment was pending when the package was delivered the payment was made, offerup does not wait until you know that everything is fine, They offer shipping with a guarantee but they should tell us that we have to wait until the staff has time to answer

Neighbor

@Mj_206 I have submited the claim for my order in which the item turned out to be fake. I submited the claim within the same day the item was delivered. It said I would receive the confirmation email about my claim but I still haven't received any. 

My first experience with offerup with the new shipping isn't impressive at all!!!!

 

 

Block Captain

I got stood up again,and that person started new account different email,tired of lowballers on this site,no profile picture should not be an option,items already 50 percent off, and they offer some ridiculous offer,people are not paying attention to firm price switch.they want to pay what they wanna pay.