Manage Depop

How to cancel depop and reclaim your account in new zealand

Understanding depop and why you might want to leave

Depop is a peer-to-peer fashion marketplace where New Zealand users buy and sell secondhand and new clothing items through a mobile app and website. You list items, buyers make payment through Depop Payments, Klarna, or PayPal, and you handle shipping. Depop charges a 10% selling fee on each transaction rather than requiring a subscription, making it a transaction-based model.

If you're considering cancelling Depop, your reasons are valid. Some users find the fee structure eats into margins, others experience buyer disputes, or you may simply want to close your account and move on. At Stopee, we understand that leaving a platform should be straightforward, so we've built this guide to walk you through every cancellation scenario you might face.

The difference between cancelling an order and closing your account

It's crucial to know that Depop has two separate cancellation paths. You might want to cancel a single purchase (an order you just placed), or you might want to permanently close your seller account and delete your profile. Each path has different rules, timeframes, and outcomes. We'll cover both.

Your consumer rights when cancelling on depop in new zealand

What the consumer guarantees act says about your purchase

Under New Zealand's Consumer Guarantees Act 1993, you have legal protections when you buy items through Depop. If a seller delivers goods that are not as described, damaged, or unfit for purpose, you have the right to a refund, repair, or replacement within a reasonable timeframe. This right exists independently of Depop's internal dispute system.

Depop Protection covers items significantly not as described, lost in transit, counterfeit goods, or severely damaged. However, "change of mind" does not trigger Depop Protection unless the seller voluntarily agrees. Your Consumer Guarantees Act rights remain your strongest lever if Depop or the seller refuses to cooperate.

How to escalate if depop ignores your rights

If Depop refuses to process a legitimate refund claim under its Protection system, you can escalate to the Commerce Commission or use alternative dispute resolution through your bank or PayPal. Keep all in-app messages and screenshots as evidence. Stopee recommends documenting everything before you escalate, because enforcement agencies take written proof seriously.

How to cancel a depop purchase (a single order)

The cancellation process when you change your mind

Depop does not offer a built-in "cancel order" button for buyers once a purchase is complete. Instead, you must negotiate directly with the seller. Here's how to do it properly.

1. Open the Depop app and navigate to your "Purchases" or "Orders" section.
   • Find the item you want to cancel.
   • Look for the seller's profile and the conversation thread attached to that order.
2. Message the seller immediately and request cancellation before they dispatch.
   • Be polite and clear: "I'd like to cancel this order. Would you be willing to issue a refund?"
   • Include the order number in your message.
   • Send this message within 24 hours of purchase; sellers are more likely to agree before they've prepared the item for shipping.
3. Wait for the seller's response and document their agreement in writing within the app.
   • If the seller agrees, ask them to confirm: "Please confirm you'll issue a refund via [payment method]."
   • Do not proceed until you have this confirmation in the message thread.
4. Request the refund via the original payment method.
   • If you paid with Depop Payments or Klarna, ask the seller to process a refund through those systems.
   • If you used PayPal, the seller can issue a refund directly into your PayPal account.
5. Monitor the refund status.
   • Depop Payments refunds typically arrive within 3-5 business days.
   • PayPal refunds can take 1-3 business days depending on your bank.
   • Keep the in-app agreement as proof in case the refund doesn't arrive.

Pro tip: If the seller does not respond within 24 hours, do not wait. Move immediately to the dispute process (see refund section below) rather than spending days hoping for a reply.

What to do if the seller refuses to cancel

If the seller ignores your request or explicitly refuses, the order remains active. You then have two options: wait for the item to arrive and pursue a return claim, or open a formal dispute through Depop's Payment Protection system or PayPal. Stopee advises moving to a dispute if the seller is unresponsive after 24 hours, because delays work against you.

Warning: Do not leave negative feedback or threaten the seller in your messages. Stick to factual, polite language. This protects your credibility if the dispute reaches Depop's review team.

How to close your depop account and delete your profile

Deactivating your account via the app or website

If you want to stop using Depop entirely, you can deactivate your account. This differs from deleting it. Deactivation hides your profile and removes active listings, but your transaction history and seller ratings may remain visible for buyer protection.

1. Open the Depop app and go to your profile (usually a person icon in the bottom right).
   • Tap "Settings" or the gear icon.
   • Scroll to the bottom of Settings.
2. Look for "Account" or "Privacy" settings.
   • Find the option labeled "Deactivate Account" or "Close Account."
   • Depop may ask you why you're leaving; provide honest feedback if prompted.
3. Confirm the deactivation by tapping the confirmation button or entering your password.
   • This action cannot be undone immediately.
   • Your account will be deactivated within 24-48 hours.

Pro tip: Before deactivating, download any transaction receipts, invoices, or seller statements you need for tax or personal records. Depop does not send you these automatically after deactivation.

Contacting depop support for account deletion

Deactivation is not the same as permanent deletion. If you want Depop to completely remove your personal data and account, you must contact Depop Support directly. This falls under your right to erasure under privacy law.

1. Visit Depop's support website or open the app and navigate to "Help" or "Contact Support."
2. Select "Account & Profile" and choose "Account Deletion" or "Delete My Account."
3. Submit a request stating: "I want to permanently delete my Depop account and all associated personal data."
   • Depop will ask you to confirm your email address and identity.
   • They may request 30 days' notice for permanent deletion.
4. Confirm deletion when Depop sends you a verification email.
   • Click the link in the email within 7 days.
   • Your account and personal data will be scheduled for permanent removal.

Stopee knows that account closures can take time, so don't expect instant removal. Depop typically completes deletions within 30-60 days of your verified request.

What happens after you cancel and when you'll receive your refund

Refunds for cancelled orders

If you successfully cancel an order by mutual agreement with the seller, the refund timeline depends on your payment method. Depop Payments refunds arrive within 3-5 business days. PayPal refunds appear within 1-3 business days. Klarna refunds may take 7-10 business days because Klarna's payment processing is separate from Depop's system.

The refund will return to the original payment method you used. You cannot redirect the refund to a different card or account.

What happens to your seller account when you close it

Once you deactivate or delete your account, you cannot list new items or make new sales. Active listings are removed automatically. Pending orders must be completed before full deletion; if you have unpaid seller balances, Depop will hold your account open until transactions are resolved.

Any seller fees already charged are non-refundable, as they represent services Depop provided when items were sold. However, if you have a pending payout (money owed to you), Depop will process that to your registered bank account or payment method within 5-7 business days.

Refund protection and dispute resolution on depop

When depop protection covers your purchase

Depop Protection is automatic for all purchases made via Depop Payments or Klarna. It covers items that arrive significantly not as described, lost in transit, counterfeit, severely damaged, wrong item sent, or missing bundle components. Change of mind, fit issues, or minor wear are not covered unless the seller agrees voluntarily.

You have 30 days from purchase to open a dispute for items not received or not as described. After you raise a dispute, the seller has 48 hours to respond. If a return is required, Depop covers return shipping up to NZD$20.

How to open a dispute on depop

1. Go to your "Purchases" section and find the item in question.
2. Tap the order and scroll to find "Open a Dispute" or "Report an Issue."
3. Select the reason: "Item not received," "Item not as described," or "Other."
   • Be specific and truthful in your description.
   • Upload clear photos or screenshots showing the problem.
4. Submit the dispute.
   • The seller has 48 hours to respond.
   • If they offer a solution or refund, you can accept or escalate to Depop.
   • If no response comes, Depop reviews the dispute after 48 hours.
5. If a return is required, Depop will email you a return label or instructions.
   • You have 7 days to post the item back with tracking.
   • Provide Depop with tracking details once shipped.
6. Once Depop receives the returned item, it reviews the claim and issues a refund.
   • Refunds appear within 5-7 business days after verification.

Warning: If you paid with PayPal outside Depop Payments, your dispute goes through PayPal's system, not Depop's. PayPal's protections may differ, and you must open a case through PayPal within 180 days of the transaction.

Depop's pricing and fee structure in new zealand

Understanding what you pay as a seller

Depop charges fees per transaction, not a subscription. This means you only pay when you make a sale. There are no monthly charges to list items or maintain your account.

As a buyer on Depop, you pay no listing fees. You only pay the item price plus any shipping cost the seller sets. Depop's payment processing fees are absorbed into the seller's 10% fee or the payment provider's charges.

Common mistakes when cancelling and how to avoid them

Missing the 30-day dispute window

We know it's frustrating when an item arrives damaged or misrepresented, but time is your enemy. Depop's dispute system requires you to open a case within 30 days of purchase. After day 30, Depop will not accept new disputes, and you lose Depop Protection. Your only recourse then is to contact your bank or PayPal directly for a chargeback, which is slower and carries higher risk.

Action: If you receive a damaged item, photograph it immediately and open a dispute the same day. Do not wait.

Accepting an unsatisfactory seller response too quickly

Some sellers offer a partial refund instead of a full one, or they claim an item was "lost in the post" when you have proof it wasn't. You are not obligated to accept their first offer. You can reject it and escalate to Depop's review team. Stopee advises taking time to review any seller response, consult the Consumer Guarantees Act, and counter-offer if their response is insufficient.

Not saving in-app messages and screenshots

If your dispute reaches Depop's review team or escalates to a payment provider investigation, written proof is essential. Depop messages can be deleted or accounts closed, so screenshot every agreement, refusal, and piece of evidence. Store these screenshots in a dated folder on your device or cloud storage.

Listing an item for sale and then trying to cancel immediately

Some new sellers list items and then panic. If a buyer has already made an offer or purchase before you delete the listing, you cannot simply cancel without dispute. You must honour the transaction or negotiate with the buyer. Cancelling after a buyer has committed may trigger a "seller cancelled" mark on your account, damaging your reputation.

Key steps to take before you cancel completely

Checklist for safe account closure

• Resolve all active orders: complete transactions, refund any ongoing disputes, and confirm all items have been delivered.
• Download or screenshot all seller statements, invoices, and tax records you may need for your records or accountant.
• Withdraw any pending payouts to your bank account or payment method before closing your account.
• Save copies of your transaction history and customer feedback if you plan to sell elsewhere later.
• Notify any buyers who may be waiting for shipment that your account is closing, and offer alternatives if necessary.
• Delete sensitive information from your profile (payment methods, linked accounts) manually before submitting your deletion request.

Why stopee exists and how we can help you move forward

Your next steps after cancelling depop

Cancelling a marketplace account is rarely simple, and Depop's lack of a built-in cancellation button adds unnecessary friction. Stopee has helped thousands of consumers navigate cancellations like this one, and we know the exact steps that work. Whether you're cancelling a single order or closing your account permanently, our platform provides step-by-step guidance, tracks your refund status, and escalates to consumer authorities if Depop refuses to comply with New Zealand law.

If Depop ignores your refund request or dispute, Stopee can help you file a complaint with the Commerce Commission or guide you through a chargeback with your bank. You have rights, and you deserve to exercise them without frustration.

Visit Stopee today to submit your cancellation request, track your refund, and connect with consumer advocates who understand every trick in the book. Stopee is free, transparent, and designed entirely for you.