The Resolutions team works with Reverb Support to handle Safe Shipping claims and disputed orders. Each agent is trained to assess situations objectively and are experienced in working with a wide variety of music gear. To offer a streamlined experience, a dedicated agent is assigned to each case to work out a resolution with the buyer and seller. Once an order has been upgraded, a Resolutions agent will reach out to both parties via email within 5 business days to begin the process.
How do I talk to the Resolutions team?
- Once an order is upgraded to the Resolutions team, your assigned Resolutions agent will contact you via your email address on file within 5 business days.
- To maintain our high level of service, the Resolutions team works on a scheduled system and does not handle live incoming help requests through our chat line.
- If you need to speak with your assigned agent over the phone, you can schedule a phone call with them via email. The agent will set up a time to connect on the phone.
How long should I expect to wait for a response from my assigned agent?
- The Resolutions agent will respond to your emails within 5 business days.
- Resolutions office hours are 9:00 AM - 5:00 PM CST Monday - Friday.