Shipping damage claims should be handled in the following way when an item is damaged in shipment, and; A) The shipping label was not purchased on Reverb, or; B) The shipping label was purchased on Reverb, but the seller did not opt into Reverb Shipping Protection.
(If your package was shipped using a Reverb shipping label with Reverb Shipping Protection, please see this article for instructions on how to proceed.)
1 - Buyer saves all original packaging.
2 - Seller contacts the shipping carrier and files a claim. Here are a few handy links from the most common shipping carriers:
3 - The shipping carrier 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 carrier, Reverb expects the seller to refund the buyer in full.
5 - Shipping carrier reimburses the seller for the insured amount once their claim processing has concluded.
If you have any questions about this process, please feel free to contact Reverb Support.