Hello, how can we help you?

How do I qualify for buyer or seller protection?

Quick answer

All sales completed through the Reverb website or app qualify for Reverb Protection. Simply be sure to:

  • Keep the sale and any communication related to your refund or return request on the Reverb platform. We’ll need record of both the payment and the shipment on Reverb.
  • Contact the buyer, seller, or Reverb Support with any issues within 7 days of the item being delivered (or within 14 days of the anticipated delivery date if the item hasn’t been delivered).
  • Provide documentation (i.e. photos, videos, or written assessment) of any issues with the item.

While millions of instruments are bought and sold each year without any problems, we know that sometimes issues can happen. That’s why all purchases made on Reverb qualify for Reverb Protection.

Since most issues are resolved directly between buyers and sellers, the first step is to reach out to the buyer or seller via Reverb’s messaging platform outlining what’s wrong. This includes providing documentation. If you can’t reach a resolution, contact Reverb Support.

You qualify for Reverb Buyer or Seller Protection if:

  • The sale—including all messages and payment—was made on the Reverb platform.
  • Issues were reported on Reverb within 7 days of delivery.
  • Documentation was provided outlining the issues.

If a return is warranted, Reverb will work with both parties to make sure this happens, along with a refund. Reverb has control of all payments made through Reverb Payments and can see all messages on the platform. This allows us to add an extra layer of protection, ensuring issues are quickly and fairly resolved.

Additional resources

Scam or phishing emails and messages

We want to help you identify and avoid scams on the site. Learn more.

What do I do if I’m asked to pay outside the Reverb website?

All transactions and interactions should remain on Reverb. Learn more.

What to do if you suspect fraud in your Reverb account

Notice suspicious activity? Learn about the next steps to take.

My order has been upgraded to the Reverb Resolutions team, what happens next?

Reverb's Resolutions team assists with claims and disputes. Learn more.

How to report messages to Reverb

We want to keep the Reverb community as safe as possible. Learn more.

Was this article helpful?