u/doudouconfused — reddlx

Buyer cut my label and tag ! VC sided with buyer despite my pre-dispatch photos showing the tag - has anyone successfully escalated a case like this?

Vestiaire Collective sided with buyer despite my pre-dispatch photos showing the tag – has anyone successfully escalated a case like this?
Post
I’m posting this because I’m genuinely shocked by how Vestiaire Collective has handled a disputed return, and I’m hoping someone from VC can escalate this properly.
I sold a relatively expensive Maje dress from my personal wardrobe. I have the original retailer purchase history and matching bank transaction, as well as original listing photos and iPhone photos showing the dress and tag.
The timeline is what concerns me most:
Friday: Buyer paid for the dress and immediately started pressuring me about delivery because she said she needed it for Saturday.
Saturday 14:17: Buyer collected the parcel.
Saturday 23:25: Buyer first claimed the dress had arrived without its tag.
So the buyer had possession of the dress for 9 hours and 8 minutes before reporting that an immediately visible tag was supposedly missing.
I had photographs taken before dispatch showing the tag attached and submitted a detailed evidence pack to VC, including:
original listing and pre-dispatch photographs;
original iPhone photo information;
original purchase/order history;
matching bank transaction;
postage and tracking evidence;
the buyer conversation and exact timeline;
previous communications where I had already raised concerns with VC; and
a UK suspected-fraud report reference.
I specifically asked VC’s QC team to examine the returned dress for the tag attachment point, cutting/broken threads, whether the detached tag was inside the parcel, and any signs of wear or alteration.
Instead, VC sent me a generic decision saying their experts found that the item “doesn’t match the description”, cancelled the transaction and warned that this would negatively affect my seller status.
What really shocked me was the explanation I subsequently received from VC Customer Care.
I was told my photos showing the tag attached were insufficient because they did not prove that the tag was still there at the “exact moment” I packaged or shipped the parcel.
But how can that standard only apply to the seller?
If my photograph cannot prove what happened immediately afterwards, then a buyer’s photograph taken after receiving an item cannot prove what happened during the nine hours after collection either.
I am not saying that VC should automatically assume the buyer removed the tag. I am saying they should not automatically assume that I did.
Surely the correct approach is to examine all of the evidence and physically inspect the returned dress.
I have now submitted a formal complaint requesting:
an independent senior QC review;
the complete QC report and inspection photographs;
confirmation of the condition of the tag attachment point;
confirmation of whether the tag was returned inside the parcel;
confirmation of whether the dress showed signs of wear/alteration;
removal of any negative impact on my seller account;
compensation for the disputed dress; and
return of the dress to me at VC’s cost rather than automatically relisting it.
The automatic relisting part is particularly bizarre to me. VC says the returned dress no longer matches my description and wants to penalise my seller account for that discrepancy, but then wants to relist that same returned dress under my account.
I have asked them not to do so.
Has anyone successfully escalated a similar case beyond first-line Customer Care?
@VestiaireCollective / VC team: if you monitor this subreddit, I would appreciate someone senior reviewing this case. I have a complete evidence pack and formal complaint ready for review.
I would attach only 3–4 screenshots publicly: the buyer saying she needs it Saturday, tracking showing 14:17 collection, her 23:25 complaint, and Cindy’s extraordinary “exact moment you packaged or shipped” response.
Don’t upload the police reference, buyer’s name/address, your bank statement, order number in full, or the full evidence pack to Reddit. Those stay private for VC/police. This way the Reddit post is strong enough to attract attention without giving Elizabeth information she could potentially use if she sees it.

reddit.com

u/doudouconfused — 10 days ago

▲ 16 r/vintedUK

Buyer forced return and returned poorly packaged item damaged …calling me scammer

Buyer used “seems counterfeit” to force a return — then admitted authenticity was not the issue in pm 😂 this is a case I dealt with in early June…

The buyer’s original complaint was that the sleeves were too long in pm after I just posted the item !!!🤯

She then opened a return case under “item seems counterfeit.”

When challenged, she admitted:
Oh sorry, I used the wrong category
She said might keep the dress if I reduced the price by 50%.

So the dress was apparently “counterfeit” at full price—but acceptable at half price?

This was never about authenticity. It was about the fit and the price.

During the dispute, she repeatedly sent abusive messages. I reported the buyer, but unable to block her while the case was open because I still needed to cooperate with the return process. So no response from me since then, zero tolerance to this kind of behaviour.

I later found similar negative feedback from other sellers and contacted some of them privately about their experiences. Confirmed rude and aggressive buyer.

Vinted eventually ruled in my favour due to inadequate packaging for damaged return, lucky enough for me to see it … I posted in a sealed package nicely + paper + two layers of bags (attached photo), yet the buyer returning a damaged dress with stain near hem with an inadequate packaging 😅I have reason to believe she worn this… it may not be her first time doing this… yet she was still allowed to publicly call me a scammer.

Looked her up with add. etc as suggested by some sellers here, in case I need to file harassment.

Hope this can be helpful, please avoid.

Another reason why my username is “confused” …

u/doudouconfused — 27 days ago

▲ 4 r/vintedUK

Vinted gave me 48 hours to submit authenticity evidence, but decided to cancel the transaction in couple of hours and banned my account.

I’m looking for advice from anyone who has experienced something similar with Vinted UK. Been on Vinted for at least 4 years, with c.240 positive feedback.

In mid-June, a buyer purchased a designer dress from me. After receiving it, she claimed that there was a hole in the dress and requested a return. I had attached my own security tag before shipping, specifically to prevent the item from being worn, altered or replaced before a return.

I responded to the dispute and provided all the information and evidence Vinted requested. The dress then remained in the buyer’s possession for around a month, while I had no way of knowing what condition it was being kept in or whether anything had happened to it.

Today, Vinted suddenly blocked my account and informed me that the dress had raised an “authenticity concern”. This was confusing because the buyer’s original complaint was about alleged damage, not authenticity.
Vinted told me that I had 48 hours to provide proof of authenticity.

I was at work and did not have immediate access to all my personal records, purchase history and supporting documents. However, only a few hours later—well before the stated 48-hour deadline—Vinted had already decided the case against me.

I do have purchase records and other supporting evidence. I have also consistently stated in my listings and profile that I am happy for buyers to use Vinted’s authentication service. The buyer did not choose to use that service before completing the purchase.

My main concerns are:
Why was the case changed from an alleged hole/damage issue to an authenticity issue after the dress had been with the buyer for approximately one month?

Why was I told I had 48 hours to submit evidence, but the decision was made only a few hours later?

How can Vinted fairly assess the authenticity and condition of an item that has remained in the buyer’s possession for so long?

What protection does a seller have against an item being worn, damaged, altered or potentially substituted during that period?
How can I properly appeal when my account has been blocked and the appeal process is not working normally?

Has anyone successfully challenged a decision like this, either through Vinted’s formal appeal process, a complaint to their legal/customer complaints team, Citizens Advice, a chargeback/payment dispute route, or another consumer body?

I am not trying to avoid providing evidence. I am asking Vinted to honour the full deadline they gave me, review all of my documents fairly, and investigate the change in the buyer’s allegations and the condition of the item before making a final decision.

u/doudouconfused — 29 days ago