It is always a good idea to request documentation of the issues (photos, videos) from the buyer, so you can troubleshoot further. Reverb encourages buyers to contact sellers when any issues or questions arise, so you can utilize our message system to discuss and find a solution.
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.
For more information on refunds and returns, you can check out the Help Center articles below:
Refunds & Returns for Sellers
Refunds & Returns for Buyers
How to Issue a Refund on an Order