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Conformity issue sope

Conformity Issue Process — VC CS Reference
VESTIAIRE COLLECTIVE Conformity Issue — CS Reference

Conformity Issue Process

Set the contact reason to Conformity issue, then pick the shipping method and seller type below — that pairing determines the whole flow. Tap any black chip to copy a macro name.

RESTRUCTURED FROM MAYDAY · JUNE 2026 · L1 CS

A

Always first

Before anything else — check the return status

  1. Set the contact reason to Conformity issue.
  2. Identify the shipping method (DS or AA) and seller type (B2C or C2C).
  3. Open C360 › Item number › Return Status and act on what you see:
No claimFollow the relevant flow below.
Claim already openAssign the old ticket to yourself, use macro , check history, then follow the flow.
FAIL_ZENDESK_RESOLVEDGo to C360 › Return Status › Create Zendesk Replacement Ticket, fill the form, then follow the flow.
B

Load the flow

1 · Shipping method

2 · Seller type

Pick a shipping method and a seller type above to load the matching step-by-step flow. Or just search.

 

No match. Try a shorter keyword like 72h, relist, QC, or packaging.
1

C2C · Direct Shipping

Window: 72h from deliveryReturn goes to seller
Step 1

Within 72h of delivery?

After 72h

Return is no longer possible. Invite the buyer to relist, then solve.

Heads up: relisting within 14 days of delivery incurs small processing fees.
Within 72h

Proceed to Step 2.

Step 2

Check the ticket form

Confirm the ticket form is “Report an issue / Claim”. If it isn't, create the correct ticket form via C360, then continue.

Step 3

Request pictures

Send the macro and set the ticket to Pending. If pictures aren't clear, ask for clearer ones.

Not received in 4 days

Ticket auto-solves. Inform the buyer the claim can no longer be processed and the seller has been paid. Solve.

Received & clear in 4 days

Proceed to Step 4.

Step 4

Compare the listing vs the buyer's claim

Always check the description, negotiation comments, pictures, and internal comments:

C360 › Item info › Photos · Item details › Description · Compliance › View buyer Auth & QC report · Internal comments

The buyer/seller chat conversation is not accepted as part of the description.
Visible / mentioned in listing

Inform the buyer the item matches the description. Select NO at Unlock return. Solve.

Not visible AND not mentioned

Proceed to Step 5.

Step 5

Assess the issue category

Category 1 — always accept return
  • Wrong size (unless size tag visible in listing)
  • Wrong category / subcategory / gender / brand
  • Product with anti-theft tag
  • Wrong material / composition
  • Additional accessories missing
  • Watch not working
  • Glasses with optical correction
Category 2 — check grids first
  • Other defect → condition grid
  • Wrong dimensions → tolerance guidelines
  • Bag measurements → brand/model file
  • Wrong colour → compare picture vs deposit form
Return refused

Issue is within the description, or a Category 2 case within tolerance. Select NO at Unlock return. Solve.

Return accepted

Proceed to Step 6.

Step 6

Unlock the return

First check whether the return is cross-border (seller ship-from country vs buyer delivery country).

UK ⟷ Europe

Follow the cross-border return process: item returns to the nearest VC hub, QC checks it, and the refund is only issued if it passes.

Same region

Unlock return to seller — select YES at Unlock return. The buyer has 7 days to ship back; the seller refund triggers on reception. Solve.

Use the Jewellery macro for jewellery items.

If →
Buyer changes mind after return unlocked. Wants to relist: cancel the return, advise the relist process. Wants to keep the item: select NO at Unlock return, confirm to buyer — seller payment triggers automatically.
If →
Buyer ships after 7 days or uses own label. Seller payment is processed and the seller will also receive the item. Set On-hold and check with the seller whether they received it.
Seller received it
Ask the seller to pay VC or return the item to the buyer.
Pays VC
Process the buyer refund manually: C360 › Refund › SRM manual payment.
Returns item
Transfer to SWAT for a new shipping label. Do not refund the buyer.
No answer
Process the buyer refund. Send a second reminder to the seller.
Seller did NOT receive it
Transfer the ticket to the CS PL team for RTO.
If →
Buyer complains about a refused return (3-step escalation). 1st complaint: soft denial macro. 2nd: strong denial macro. 3rd: SWAT (<2,000 EUR) or L3 (>2,000 EUR) with an internal note.
2

B2C · Direct Shipping

Window: 14 days from deliveryBuyer self-serves via Report an Issue
Step 1

Within 14 days of delivery?

After 14 days

Explain that the return is no longer possible per policy. Invite the buyer to relist. Solve.

If the buyer relists within 14 days of delivery, small processing fees apply.
Within 14 days

Proceed to Step 2.

Step 2

Direct the buyer to the Report an Issue button

Point the buyer to VC Account › Order & Sales › Timeline › Report an Issue. Once the form is submitted, the buyer can download the shipping label automatically and has 14 days to ship the item back. After Auth & QC checks, the buyer is refunded automatically (up to 7 days; longer for watches & jewels). Solve.

If →
Buyer changes mind after return unlocked. Wants to relist: cancel the return, advise relist. Wants to keep: select NO at Unlock return, confirm — seller payment triggers automatically.
If →
Cross-border (UK ⟷ Europe). Check C360 › Seller › Basic info › Country vs Buyer › Basic info › Country. If UK↔Europe, follow the cross-border return process.
If →
Buyer ships after 14 days. Seller payment is already processed. Check whether the seller received the item and follow the DS return process accordingly.
3

C2C · Authenticated Shipping

Window: 14 days from delivery2nd challenge of a QC-passed item

The item already went through the VC warehouse and passed QC before delivery, so the buyer's claim is a second challenge of a QC-approved item.

Step 1

Within 14 days of delivery?

After 14 days

Return is no longer possible (same policy applies). Solve.

Within 14 days

Proceed to Step 2.

Step 2

Encourage the buyer to use Report an Issue

Point the buyer to VC Account › Order & Sales › Timeline › Report an Issue. Once submitted, the buyer downloads the shipping label. The item returns to the VC warehouse for a 2nd QC check. The buyer has 14 days after unlock to ship back. Solve.

Step 3

2nd QC check outcome

QC confirms compliant — return refused by QC

The item is relisted on the buyer's account. Check C360 › Item info › Relist › New VC ref, then compare the initial listing vs the new one. Did QC downgrade condition or change colour, model, size, material, brand, category or packaging?

YES
QC should have accepted the return. Escalate to QC, tell the buyer the return was mistakenly refused, and refund the buyer. Give a 10% promo code for the QC error. Make picking for VDC+ relist: C360 › Item info › Relist › Warehouse relist › VDC+. Solve.
NO (only description changed)
Explain the description was updated for transparency. The item stays listed under the buyer's account unless they want it shipped back.
If the buyer claims the description change comment wasn't visible/mentioned in the original listing: <2,000 EUR → SWAT · >2,000 EUR → L3. Submit as Open.
QC accepts return — non-compliant confirmed

Buyer refund is processed automatically. The seller bears the cost. Solve.

If →
Buyer changes mind after unlock. Wants to relist: advise the relist process. Wants to keep: select NO at Unlock return — seller payment is already done. Confirm to buyer. Solve.
If →
Seller contacts CS about the buyer return (AA). The seller is already paid — verify at C360 › Item info › Seller payment › status completed.
Return unlocked by CS
Reassure the seller they are paid; the 2nd QC check will happen. Solve.
Return refused by CS
Confirm the item matched the description; they remain paid. Solve.
No decision yet
Inform the seller of the window (72h C2C / 14 days B2C) and reassure they are paid. Solve.
If →
Buyer wants the item back after the 2nd control was refused. The item has been relisted on the buyer's account (C360 › Item › Relist › New VC Ref).
Not relisted yet
Inform the buyer it takes up to 4 business days. Put On-hold; check again on reopen.
Relisted
The buyer is now the seller. Trigger a warehouse return to seller via C360 and ship within the next business day.
4

B2C · Authenticated Shipping

Window: 14 days from deliveryB2C = professional seller
Step 1

Within 14 days of delivery?

After 14 days

Return is no longer possible per policy. Solve.

Within 14 days

Proceed to Step 2.

Step 2

Direct the buyer to Report an Issue

Point the buyer to VC Account › Order & Sales › Timeline › Report an Issue. Once submitted, the buyer downloads the shipping label. The item returns to the VC warehouse and the buyer is refunded automatically after Auth & QC checks (up to 7 days; longer for watches & jewels). Solve.

If →
Cross-border (UK ⟷ Europe). Check C360 › Seller › Basic info › Country vs Buyer › Basic info › Country. If UK↔Europe, follow the cross-border return process.
If →
Buyer unhappy about the 2nd QC check outcome. Follow the same process as C2C · AA → Step 3 above.
5

Edge cases (all shipping methods)

5A

Missing element in parcel (DS only)

Buyer received the item but an element is missing.

After 72h (C2C DS)

Return no longer possible. Solve.

Within 72h

Check for an existing claim (same steps as the main DS flow). Ask the buyer for pictures and a description of the missing element, then check whether the seller declared it in the listing.

Seller already told us they forgot it
Put seller payment on-hold until the buyer receives the missing element. The seller ships it at their own cost. Once the buyer confirms receipt, select NO at Unlock return — seller payment releases automatically within 5 business days. Solve.
Seller did not inform us
Ask the buyer for pictures and a precise description, then follow the standard C2C DS assessment (Step 4).
No confirmation after 4 days
Auto-solve applies.
5B

Order inversion / wrong item received

Buyer states they received an entirely different item.

Direct Shipping

After 72h

Inform the buyer the return isn't possible; invite to relist. Solve. If they complain and provide proof (screenshot of B/S chat showing the seller sent the wrong item): <2,000 EUR → SWAT · >2,000 EUR → L3. Submit as Open.

Within 72h

Check for an existing claim, then check related tickets — did the seller inform us before the buyer contacted us?

Yes, seller confirmed wrong item
Unlock return to seller; buyer has 7 days to ship back; refund on reception. Solve.
No confirmation yet
Create an outbound ticket to the seller asking if the correct item was sent. Set to Pending.
Seller confirms correct item OR no answer after 7 days
Ask the buyer for pictures of the item received and the packaging. Check whether the packaging is damaged/tampered.
Packaging damaged/repacked
Treat as Postal Litigation (damaged in transit) and assign to CS PL. <1,000 → CS PL · 1,000–2,000 → SWAT · >2,000 → L3.
Packaging intact
C2C → standard C2C DS assessment (Step 4). B2C → standard B2C DS assessment.
Seller confirms they sent the wrong item
Unlock return to seller; buyer has 7 days; refund on reception. Solve.

Authenticated Shipping

Escalate to logistics

Ask the logistics team for pictures of the item preparation before send-out. Set On-hold.

Warehouse sent CORRECT item
(Packaging issue in transit.) Damaged/repacked → create a PL ticket (<1,000 CS PL · 1,000–2,000 SWAT · >2,000 L3). Intact → standard AA assessment.
Warehouse sent WRONG item
Apologise. Unlock return to warehouse; buyer has 7 days to ship back. Tell the buyer the teams are looking for their item. Ask the log team if it's found; set On-hold.
Item found
Confirm to the buyer it ships within 24h. Solve.
Item not found
Refund the buyer via C360 › Refund. Give a promo code for the poor experience. Solve.
5C

Seller conformity issue on a DS return

Seller receives the item back and reports an issue within 72h.

After 72h

Return no longer possible — the buyer refund has already triggered automatically. Inform the seller. Solve.

Within 72h

Create a seller return litigation at C360 › Item info › Return status › Create seller return litigation (this prevents the automatic buyer refund after 72h). Ask the seller for pictures of the item and packaging. Set On-hold.

Pictures unclear after 2 reminders
Tell the seller no claim is possible without pictures. Refund the buyer via C360 › Refund › Return non compliant. Solve.
Pictures clear — same reason as buyer?
SAME reason · correctly unlocked
(Agent agrees with the 1st decision.) Refund the buyer, tell the seller to relist. Seller complains → strong denial. 3rd time → SWAT (<2,000) or L3 (>2,000); internal note required.
SAME reason · incorrectly unlocked
(Agent disagrees with the 1st decision.) Transfer to SWAT (<2,000) or L3 (>2,000). Submit as Open.
DIFFERENT reason · packaging intact
SWAT (<2,000) or L3 (>2,000). Submit as Open.
DIFFERENT reason · packaging damaged
Create a PL ticket. <1,000 CS PL · 1,000–2,000 SWAT · >2,000 L3.
DIFFERENT reason · authenticity issue
Transfer to SWAT. Submit as Open.
DIFFERENT reason · element missing
Buyer confirms they forgot it → SWAT or L3 to arrange return to hub + buyer relist. Buyer denies or no answer → SWAT or L3 to arbitrate based on CS scores.
5D

Seller's non-compliant item was previously bought on VC

Seller bought the item on VC, relisted it, and it's now declared non-compliant at QC. Applies to conformity from catalog rules or prohibited materials only — not item condition.

Search the former item reference: C360 › Relist › Former VC ref.

QC confirms the mistake

Tag the former ref as loss defective. Refund the seller (= the former buyer) on the former item value. Give a 10% voucher.

QC denies the mistake

Inform the seller — no refund. Provide the QC explanation. Solve.

5E

Seller requests a 2nd QC check

Seller disagrees with the QC decision. Check C360 for internal QC comments.

No internal comments yet

Tell the seller we'll investigate. Escalate to QC.

QC agrees to a 2nd check

Follow the outcome process (QC confirms the mistake or denies it).

QC disagrees

Inform the seller; uphold the decision. Solve.

5F

Return unlocked but seller already paid

CS unlocked a return but the seller was already paid, so the seller will receive the item back. Create an outbound ticket telling the seller they'll receive the item and must return it to the warehouse (prepaid label). Transfer to SWAT for shipping-label creation. Set On-hold.

5G

Buyer nego opened because QC received a fake dustbag

Check whether the item was returned with a fake dustbag and whether it matches what was originally sent — review internal QC comments and pictures. Escalate to SWAT or L3 depending on the item value for assessment.

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