1. Start With the Help Center
Before reaching out, we recommend checking the Help Center at https://help.shoponpickle.com/
It is the fastest way to find answers to questions about:
Payments and refunds
Fit policies
Delivery methods
Damages and condition reporting
Closet settings and account information
Renting and lending best practices
Many questions can be resolved instantly without waiting for an agent.
2. How to Contact Support in the App
If you still need help after checking the Help Center, you can reach Pickle Support directly through the app:
Open the Offers tab
Tap Pickle Support at the top of the page
Click the button to the right of Messages to open a new chat
Always start a new message for each new order or issue so our team can track it correctly. Include a screenshot of the order or reference the order details clearly so we can assist you quickly.
3. How the Pickle Bot Works
When you first reach out, our Pickle Bot will try to help by:
Answering common questions
Guiding you through policies
Showing where to find information in the app
It’s trained to resolve the majority of simple or informational questions quickly.
However, the bot cannot process financial transactions or perform account actions on your behalf, such as:
Issuing refunds
Cancelling orders
Editing payment details
Adjusting payouts
Reversing charges
Any situation that requires these actions will be automatically routed to a human support agent.
If the bot can’t help or your issue needs human review, your conversation will be escalated to our Support Team. If you wish to speak to a human agent due to the urgent nature of your concern, just ask and the Pickle Bot will route you.
4. When to Contact Support
Reach out to Support anytime you need help with:
Delivery problems — delayed, missing, or courier issues
Items not as described or not ready to wear
Damage reporting
Lost or not returned items
Cancellation or refund questions
Disputes between buyers, sellers, renters, or owners
Issues reaching the other party
App or payment problems
5. What to Include
Providing the right details helps us respond faster. Please include:
Which order the inquiry is about
A clear description of what happened and when you first noticed the issue
Clear photos if the issue involves condition, damage, or delivery
Any relevant timing details such as delivery date, return date, or rental dates
6. What to Do Before Contacting Support
In many cases the fastest solution is to:
Check the relevant Help Center article
Message the other user in-app for return coordination, fit questions, or scheduling
Submit photos through the condition report if the issue is about item condition
Confirm your delivery address is correct
If none of these resolve the issue, Support is ready to step in.
7. If You Cannot Reach the Other Party
If the Owner, Renter, Buyer, or Seller is not responding:
Use the bump feature in chat to send a follow-up
Wait a reasonable amount of time
If still unresolved, contact Pickle Support through the order page
We can send reminders or intervene when needed.