What does Reverb expect out of sellers?
As a seller using Reverb, you are expected to respond to all refund requests within 48 hours of submission. You are also expected to honor and list your policies on returns and refunds in your shop policies and on individual listings. This includes:
- If you accept returns
- The time frame that returns are accepted
- Who will be paying for the cost of return shipping on items that are being sent back to you
- Any restocking fees associated with a return
If an agreement is made with a buyer through the Reverb message system or with Reverb Staff via a Reverb Support ticket, live chat, or phone call, we require that the agreement made is honored. This can include:
- Issuing a refund for the item(s)
- Accepting an item back for a replacement (if available)
What to do if a buyer reports issues on an order?
If there are any issues with an order, the first thing you should do is get in contact with the buyer directly via the order messages. Reverb also encourages buyers to contact sellers when any issues or questions arise. It is always a good idea to request documentation of the issues (photos, videos) from the buyer, so you can troubleshoot further.
If the buyer does file a support ticket with Reverb, one of our Customer Experience Representatives will be in touch via email to discuss the case and provide the next steps. If you have a current support ticket open with Reverb, it is always best to communicate directly with that email thread. Reaching out via live chat may delay the timeline in which we can assist you if an email thread is already active.
Do I need to accept a return?
Review your return policy to evaluate whether the buyer is eligible. If the buyer has reached out within the days allotted for a return, you are expected to accept their request under the terms of your policy. If the buyer has requested a return outside of the allotted time to do so, let them know and politely decline their request.
Outside of your individual Shop Policies, buyers are protected by our Reverb Buyer Protection on anything that arrives damaged or not as described, if issues are brought to the attention of Reverb or the seller within 7 days of delivery. This also includes orders that were paid by the buyer but not shipped out within our 3 business day time-frame.
Do I need to pay for return shipping?
In damaged or not as described situations, if the item is being returned back, the seller is responsible for that return shipping cost. In most situations, you can provide a return shipping label at a discount via your Reverb Orders page.
For a step-by-step guide, check out How to Purchase a Return Shipping Label through Reverb.
How long do I have to complete my refund?
When you accept the return of an item you've sold on Reverb, and you've selected the "Issue Refund Upon Return of Item" option, Reverb expects you to complete that refund within 48 hours of receiving the item back from the buyer.
For more information on refunds and returns, you can check out the Help Center articles below:
How to Cancel a Sale
How to Issue a Refund on an Order
Shipping Damage Claims for Non-Reverb Shipping Labels
How Does Reverb Safe Shipping Work
Refunds & Returns for Buyers