Guide: Dispute and Refund on Vinted: How to do it?

Like many other Vinties, are you currently in a bit of a tricky situation? Despite the good reviews from a Vinted seller, have you received a package that doesn’t match the item description or, worse, a lost package?

Do you want to open a dispute on Vinted but aren’t quite sure how to go about it? Get comfortable! We’re going to explain the entire process you need to follow in this article.

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What is a dispute on Vinted?

In simple terms, a dispute is a disagreement or conflict between two or more parties (in this case, between a buyer and a seller on Vinted). This is a more formal procedure than a simple complaint, which is merely about requesting something in return or reaffirming a right, for example.

Here’s a simplified example to better understand it from a buyer’s perspective:

1. Birth of a dispute → Attempt at amicable resolution between the two parties‍
2. The clothing item does not match the description on Vinted → You contact the seller to try to find a mutually agreeable solution.‍
3. **Unproductive amicable resolution → Decision made by a competent higher authority (in this case, Vinted)**‍
4. The seller does not respond despite several reminders → You decide to create a dispute on Vinted.‍
5. **Decision in your favor → You get refunded!**‍
6. Vinted has decided to cancel the sale and refund your money. ‍
7. **Decision against you → You’ve lost your money…**‍
8. Vinted sided with the seller, and you will be charged for the item.

Vinted cannot be held responsible in case of fraud. They are merely an intermediary between buyers and sellers, and even if the payment was made through their website or mobile app, you cannot hold them accountable.

Question on the Vinted forum from a seller who had a dispute with a buyer

What are the different types of disputes on Vinted?

There are several scenarios when it comes to disputes on Vinted. The dispute can arise from a buyer who is unhappy with what they received for the reasons listed below, or from the seller due to abusive behavior from the buyer.

What to do in case of a lost package on Vinted?

A package may be lost for various reasons, but there are always many different scenarios:

• It was delivered to a pickup point too far from the buyer’s home.
• It was lost during loading or unloading from delivery trucks.
• The carrier misplaced the package during transit to the pickup point.
• The Vintie did not pick up their package from the pickup point, and it was incorrectly returned to the seller.

However, it’s important to know that Vinted applies the same refund policy for shipments to a pickup point or directly to the buyer. The one who pays the shipping costs will not be refunded in the event of a dispute, whether it’s Vinted or the Vintie who made the sale.

well, my Vinted package worth €300 is still lost and the seller has cashed the money, what a joy 🙂🙂

— laudel (@laudel_) June 25, 2021

Tweet from a Vintie who had a dispute

What to do if the item received does not match the description on Vinted?

It’s always disappointing and frustrating to receive a piece of clothing or an item that caught your eye on Vinted but ultimately doesn’t match the description or photos at all. It could be:

• An oversight by the Vintie who forgot to mention stains, holes, or other defects. It can happen to anyone!
• A counterfeit, which in this case is really not acceptable, but that’s why buyer protection exists.

What to do if the item received is damaged during transport

What a letdown to receive a piece of clothing or an item that has been damaged during transport… The seller isn’t always at fault (a little grace here).

• Either the package was poorly packed and not adequately protected against potential shocks (especially if it’s sunglasses or fragile items).
• Or the carrier was a bit rough with your package and didn’t pay enough attention.

The best solution is to discuss it with the seller and work together to contact the carrier directly to file a complaint with their customer service.

I have a Vinted package that was damaged and both Vinted and Chronopost are sending me away saying I need to talk to the seller, while the poor thing did nothing, it’s frustrating.

— ˗ˏˋ Malo⁷ ˎˊ˗ (@PeopleRstrange_) September 14, 2021

Dispute from a Vintie whose package was lost

How to open a dispute on Vinted?

You can open a dispute on Vinted in two different ways. Our teams have listed them below, along with bonus steps to ensure the process goes smoothly!

1. Open a dispute directly in the conversation with the seller.
2. Log in to Vinted and go to your profile.
3. Click on your purchase history or in your conversation with the seller.
4. Find the item for which you want to open a dispute.
5. Click on the “I have a problem” button and fill in all the information requested by Vinted.

Opening a dispute via the Vinted help center:

1. Log in to Vinted and use the search bar at the top of the page.
2. Select the help center and type in Dispute.
3. Once on the page, choose the topic that interests you from the list.
4. Scroll down the article and click on the Contact support button.
5. Fill in all the information requested by Vinted.
6. To finalize the dispute, click the button at the bottom right of the screen and send it for review to Vinted.

Opening a dispute on Vinted

If you follow this procedure within 2 days of the delivery and pickup of your Vinted package, your payment will be put on hold, and the seller will not be paid.

You then have 5 days to find an amicable solution with the seller. If you both fail to agree on a mutually beneficial solution, Vinted’s support will decide the dispute in favor of the buyer or the seller.

If you still haven’t heard back from the Vinted team, we recommend contacting them directly through several methods.

How to contact customer service on Vinted?

Still not satisfied with how Vinted handled your dispute? Want to speak directly to customer service?

There’s no need to search for a phone number to contact them; it doesn’t exist. But don’t worry, you still have 2 options to reach them (written communication only):

1. Contact support via the help center. In some cases, you’ll find a button at the bottom of the page to contact support. For example, in the Vinted refund policy section.
2. Send them a message directly on Vinted’s social media, Facebook, Twitter, or Instagram.
3. We’ve detailed the process for contacting Vinted customer service to make your life easier.

Customer service should normally respond to you within 48 to 72 hours maximum. So just a little patience!

Frequently Asked Questions

How to get refunded after a dispute?

1. Open a dispute directly in the conversation with the seller.
2. Log in to Vinted and go to your profile.
3. Click on your purchase history or in your conversation with the seller.
4. Find the item for which you want to open a dispute.
5. Click on the “I have a problem” button and fill in all the information requested by Vinted.