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What should I do if my parcel was damaged but Safe Delivery wasn't used?

Quick answer

If the buyer reports delivery damage within the 7-day Protection Window and the seller opted out of Safe Delivery, we expect the seller to work with the buyer on a proper resolution since the parcel is not protected by Reverb or the courier in these situations.

For parcels that were shipped without using a postage label purchased from Reverb, claims for lost or damaged items need to be filed with your courier directly.

Process for postage labels purchased on Reverb:

If you purchased a postage label, but declined Safe Delivery, your parcel does not carry protection from Reverb or the courier.

Sellers are expected to proceed with one of the following resolutions:

  1. Offer a return for a full refund including a return postage label.
  2. Offer a partial refund to the buyer and let them keep the damaged parcel.
Safe Delivery is only available to sellers located in the United States and the United Kingdom.

Process for non-Reverb postage labels:

  1. Buyer saves all original packaging.

  2. Seller contacts the delivery courier and files a claim.

  3. The delivery courier will then provide next steps, including but not limited to: scheduling a pickup of the item, an in-person inspection, or a request for photos of the damage.
  4. Once we can confirm the damaged item and original packaging is in possession of the courier, and to be returned to the seller, Reverb expects the seller to refund the buyer in full.
  5. The delivery courier reimburses the seller for the insured amount once their claim processing has concluded.
We recommend purchasing a postage label from Reverb with Safe Delivery on future orders so that we can best ensure you will be fully reimbursed for the total cost of the lost or damaged parcel.
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