Hello community, I’m reaching out because I feel completely helpless in a situation that’s overwhelming me, and I’d like some advice. It concerns Vinted’s customer service. Despite several messages where I clearly explained the problematic situation, I only receive completely irrelevant answers, as if they don’t bother to read what I’m writing. It’s becoming absurd! After several messages, I still haven’t received an answer to 2 simple questions.
Are they reachable by phone?
Simply put, the Vinted support system via messaging is a bot with automatic responses. For more specific questions, you need to send an email to Legal@vinted.
This is exactly where I wrote. I guess robots are answering too. Absurd and very infuriating. Isn’t there any way to contact a real person?
Hello,
Welcome to the forum!
Indeed, some agents do not answer questions.
Perhaps we can help you? Feel free to make a separate post with your 2 questions 
That’s kind, thank you. What was annoying was less that they didn’t answer the questions and more that they answered them irrelevantly, and persisted even though I repeatedly said they were wrong, as if they really didn’t care. Really frustrating.
So, 2 questions related to a personal experience. A buyer wants to cancel a transaction. Without talking to me about it, they initiate the process citing the reason: « The seller is not responding. » Surprised, I ask them why they are canceling with this reason, especially since they haven’t asked me anything and it’s happening two days after the purchase. They reply that they didn’t know what reason to give, that yes, it’s not fair, and they say they will ask Vinted to change the reason. My fear is that if I accept the cancellation of the sale (which, in itself, I accept) with such a reason that incriminates me, I might face negative consequences. The buyer says they contacted customer support to ask them the question. Their response obviously doesn’t answer it. I contact Vinted myself via legal@vinted.fr, and there it’s message after message completely nonsensical, as if I were the one wanting to cancel the transaction and then wanting to cancel a negative review. In short, either they don’t know how to read, or they don’t care about people. I kept repeating and repeating the problem, but nothing, just answers unrelated to the situation 
It makes you sick of using this site again. When things are fine, they’re fine. When there’s a problem, it can become hell.
Really sorry for you!
I don’t think this cancellation reason will incriminate you later, but I’m not 100% sure.
Otherwise, refuse the cancellation of the sale and cancel it yourself by choosing « cancellation by mutual agreement. »
In this case, you won’t have the option to rate the transaction.
I could either accept the cancellation or declare the item shipped. There was no other option. If I had known how to do what you are suggesting, it would have been a great help.
Vinted still told me that if I canceled a transaction, I risked a negative review. Is this the case if it is a mutual cancellation? And can a mutual cancellation be made when the other party has already requested the cancellation of the transaction?
No, in the case of a mutual cancellation, it does not result in a negative evaluation.
If I understand correctly, you have the choice between accepting the cancellation or sending the item? If you are okay with canceling the transaction, accept the cancellation 
You will also not have a negative evaluation, I had this case this summer.
It’s true that when you contact them, it seems like they don’t read the messages, they are always wide of the mark.