I am a victim of injustice from Vinted. I sold a dress, the buyer claims to have received an empty package, and she posts photos of my completely ripped-open package. Firstly, I don’t understand why she accepted the package in that case, but anyway… Vinted closes the dispute by refunding the buyer and telling me that the packaging was not correct… I would like to point out that it was a strong, waterproof plastic pouch, the kind used by online stores, therefore strong and robust and unable to be torn accidentally. It takes force or a knife to open it. Furthermore, the package was stuck for over two weeks. I called Mondial Relay several times to unblock the situation, and they asked me to describe the contents (their usual procedure) in order to do so.
Where could I write to contest Vinted’s decision, which is quite the height of injustice? Legal@vinted or FEVID?
Hello, I’m having the exact same experience right now, so I’ve just requested the video from Mondial Relay and I’m going to file a complaint against Vinted. Thieves are acting with impunity and even when reporting the problem, Vinted doesn’t investigate at all. It’s a new, valuable t-shirt that I’ve had stolen like this!!!
Without being depressing, but Vinted will not help you. FEVAD (Federation of E-commerce and Distance Selling) either, DGCCRF (General Directorate for Competition Policy, Consumer Affairs and Fraud Prevention) also, nobody really helps. I can’t understand how Vinted works. Completely nonsensical.
The same thing just happened to me
The buyer (in Spain) bought a jacket from me for 50 euros, then canceled because it was too expensive. Then she negotiated for me to sell it to her cheaper. I refused. She finally bought it at the listed price (58 euros). And then claimed she received an « empty package ».
Despite the photos of the package initially in a bubble envelope and the buyer’s messages stating it was too expensive but she bought it anyway, Vinted refunded her in less than 24 hours!!!
It’s impossible to discuss with Vinted.
I’m disgusted and helpless.
I’m waiting for Mondial Relay to give me the tracking information for the weight of my package, but I don’t know if they will. And I don’t even know if Vinted will reopen the dispute even if Mondial Relay proves the package wasn’t empty.
It doesn’t pay to be honest, it’s sad.
Unfortunately, this is often what happens. As soon as a dispute becomes a little complex, automated responses take over and it becomes very difficult to get a real review of the case. If Mondial Relay can provide proof of the package’s weight, I would still try a new claim with Vinted, attaching all possible elements. Good luck.
This is one of Vinted’s blind spots (as on other platforms, for that matter):
the buyer can claim to have received an empty package even if it’s false
the seller can send an empty package while claiming to have shipped the item
How can Vinted know who the fraudster is in such situations? It’s impossible. The only element that can give an indication is the reviews; if someone has 100 positive reviews, it means they don’t usually cheat.
For my part, I have never encountered this type of fraud yet.
The carrier confirmed to me that the package had the same weight at departure and arrival (700g; which is consistent with a vintage-style tracksuit jacket sent in a bubble envelope). The buyer showed a photo of the bubble envelope during the dispute, so Vinted knows I didn’t send it in a box.
I provided the information to Vinted, but it didn’t change their decision, and Vinted is not addressing my requests.
But a new development has just occurred! The buyer has put the jacket (which he claims he didn’t receive) back on sale in his wardrobe!!!
I’ve reported it to Vinted and am waiting.
But this is starting to be a lot of evidence showing the scam that Vinted doesn’t want to see… I find it disheartening.
I’m back to give you an update (I’m not letting this go! )
Vinted was supposed to get back to me, but after 5 days, I followed up. They told me again that my case was being processed and that they would reply, no need to follow up. 6 days later; I follow up. Vinted’s response: dispute closed, they will not change their decision.
So, in less than 5 minutes, they refunded the buyer based solely on their word. In almost 3 weeks, I have provided (to customer service + « legal » department), the carrier’s proof of delivery, photos of the package when it was sent, and the link to the listing of my jacket being resold by my buyer. Vinted gives no explanation and never responds to the evidence I provide.
Therefore, I will be forced to send them a registered letter.
It’s hopeless!
Continuation and end of my adventures
On June 30th, Vinted finally refunded me. Phew! But what a waste of time and energy, and especially what a lack of communication from Vinted customer service . I received the refund without any message from them, neither in my inbox nor in my email. It was by chance that I saw that this transaction corresponded to the price of this jacket in my Vinted wallet. And 10 days later (so on July 10th), Vinted sent me an automatic message saying that I had received money from a transaction in my wallet.
However, my jacket is still for sale by my buyer and no action seems to have been taken against their account.
If I have one recommendation to give to those who have had this kind of problem, it is to always send in a box. Indeed, in the clauses of most carriers, it is stated that parcels must be sent in boxes and not in envelopes. I know it’s a bit hypocritical of them knowing that they accept to transport envelopes. That’s why Vinted ruled so quickly in her favor without studying anything, it was enough for the buyer to say that you sent it in an envelope and it was over. If you send it in a box, she will have to prove that the box was damaged, etc. Many take advantage of this legal loophole to treat themselves at our expense…
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. I received the refund without any message from them, neither in my inbox nor in my email. It was by chance that I saw that this transaction corresponded to the price of this jacket in my Vinted wallet. And 10 days later (so on July 10th), Vinted sent me an automatic message saying that I had received money from a transaction in my wallet.