Published on June 14, 2018—  Leave a comment

Community UPdate: A few changes to our Clean Out service

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Updated: November 9, 2020

We want to let you know about some updates we are making to our Clean Out service. 

Our goal at thredUP is to extend the life of clothing and give as many items as possible a second life. When we set out to provide the most convenient Clean Out service 11 years ago, we built our platform for consumers to clean out their closets a few times a year. Looking back, we didn’t anticipate many of the ways that the perks of our service would be used by our most active sellers. Specifically, we have learned that some sellers have found loopholes in our system that end up taking advantage of these seller perks. At the same time, we appreciate that so many of you have found success with our service, and we are actively working to tailor the experience for your needs.

As we work to optimize our platform for all our sellers, we are making updates to some of our current features to ensure we’re keeping our mission at the center of how we operate. Apologies for the longer note, but we believe it is important to be transparent with you as we explain the rationale for each of the following updates.

Reclaim fees:

For newly listed items, if you increase an item’s original listing price by more than 50% and decide to reclaim that item, there will be a $5.99 fee per item to have it returned to you. We’ve heard your feedback and know how important it is for you to control pricing. With this policy change, we’re protecting that ability while also ensuring our marketplace is balanced for all our thrifters. When an item’s price is increased by more than 50% over what we recommend, the chances of it selling within its consignment period is greatly reduced. Reclaiming items is also costly, as we incur additional shipping charges and utilize operational resources for processing items. This change applies to any kits sent back to thredUP starting today, 11/9/2020, and does not apply to kits that we have already received or are currently in transit.

Reclaim window: 

Sellers can reclaim their items only during the last 7 days of their consignment window. While this is not technically a change to our seller terms, we know you are used to being able to reclaim any time after the first 7 listing days. We understand that this seller perk has been used in the past to support cross-listing on other platforms, however, our Cleanout Service is not intended for that purpose.  When we invest in processing costs (listing, marketing, shipping), it’s important for us to give items a fair chance to sell. Reclaiming items is also costly, as we incur additional shipping charges and utilize operational resources for processing items. We will enforce our existing seller terms on the reclaim window effective immediately. 

Discounts:

We are eliminating the discount cap if you increase an item’s original listing price by more than 50%. Currently, we cap all discounts at 20% when calculating an item’s payout. When an item’s price is dramatically increased, it often only sells when a discount is applied. Again, this change is being made with the goal of balancing your ability to control pricing and our ability to operate a thriving, dynamic marketplace for secondhand clothes.  This change applies to any kits sent back to thredUP starting today, 11/9/2020, and does not apply to kits that we have already received or are currently in transit.

Expediting Processing:

Due to high volume and current safety precautions, expedited processing time is currently at 3 weeks. We are also temporarily limiting kits with expedited processing to 2 per seller per month. As many of you know, we currently have an unprecedented 15-week kit backlog, and in the interest of fairness to the entire thredUP seller community, we want to ensure we are able to process all kits as quickly as possible. This change is effective immediately. 

We are sensitive to the amount of changes we are making, and we encourage you to reach out if you have any thoughts or questions. For clarity, the only change that affects current kits is the shortening of the reclaim window; all other changes apply to kits you send in from today forward. 

We are hopeful that our Clean Out experience will evolve to better service all types of sellers. Your detailed feedback is welcome and appreciated. Drop us a line here! We’ll read every response and do what we can to make our platform work as hard for you as possible. 

Thank you for your continued support and for helping to inspire a new generation of consumers to think secondhand first.